Language Access and Public Service Liaison

New York City Department of Transportation (DOT)’s hubs the Customer Service, Language Access, and Correspondence unit’s (CSLACU).

CSLACU is the central place for resolving customer service complaints and processing correspondence received from DOT’s public facing website, Mayor’s office, Call Center, social media posts and hard copy mails addressed to the Commissioner.

In addition, CSLACU facilitates interpretation and translation services to support DOT staff when reaching constituents with Limited English Proficiency (LEP).

Local Law 30 (LL30) is New York City’s language access law which improves access to City services and benefits for all New Yorkers including LEP constituents.

In accordance with NYC Executive Order and LL30, DOT is mandated to provide meaningful access to LEP New Yorkers, and this is done within the Language Access unit that provides interpretation and translation services to DOT staff who serve LEP constituents.

The Language Access Unit is looking for a candidate that will serve as the main point of contact for multilingual contractors and DOT staff to handle translation and interpretation inquiries.

• Responsibilities include but are not limited to : Process interpretation and translation requests from different DOT units and send them to vendors;
• Monitor and process translation requests from / Agency Response Tracking System (ARTS); Communicate in person and over the phone with DOT units about interpretation and translation issues to ensure equitable delivery of services to LEP New Yorkers;
• Collect translation cost estimates for Fiscal Officer; Enter, review and maintain the Language Access Data (LAD) system;
• Coordinate work surrounding document translation revisions with Language Bank volunteers; Monitor Agency Response Tracking System (ARTS) and for all incoming translation requests;
• Monitor each public service center (PSC) for literature resupply and signage; Coordinate with Graphic and Print shop personnel to produce multilingual literature and signage;
• Participate at different DOT events online and in person such as Summer Streets; Provide updates on daily work progress, issues and urgent requests;

Review SharePoint page and ensure content is relevant to CSLACU; Assist in preparing, sorting and data reviewing for reports submitted to Mayor’s Office and EEO / EDI / MMR quarterly, monthly and annually.

Preference will be given to candidates :

Who possess bilingual or multilingual skills.

Comfortable and willing to interact with the public and upper management.

Proactive, reliable, and able to work with minimum supervision.

Minimum Qualifications

Qualification Requirements

1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or

2. Education and / or experience which is equivalent to "1" above.

Preferred Skills

Preference will be given to candidates : Who possess bilingual or multilingual skills.Comfortable and willing to interact with the public and upper management.

Proactive, reliable, and able to work with minimum supervision.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs.

For more information, please visit the U.S. Department of Education’s website at class "jobad-residencyRequirement">

Residency RequirementNew York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.

To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.