Job Description APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE Under the supervision of the Floor Supervisor of Infoline in the Office of Constituents Services, with some latitude for independent action and initiative performs responsible work in direct supervision of several units of Infoline and Medicaid Helpline agents. The Office of Constituent Services (OCS) is recruiting three (3) Principal Administrative Associate II’s to function as a Section Supervisors, who will: - Coordinate and disseminate work to the Team Supervisors (PAA1’s) of lnfoline. - Determine the appropriate level of staffing needed for each unit and assess the unit's ability to handle, timely, the kind and volume of telephone inquiries. - Act as a liaison to the Benefit Access Centers and links caseworkers to lnfoline agents who can assist with client concerns and the interpretation of foreign languages spoken by clients. - Train unit supervision and staff in the performance of their duties and provides updates to HRA/unit policies and procedures. - Review HRA policies, guidelines and program data to ensure that the appropriate and correct response is given to each inquiry. - Monitor the performance of staff to ensure that the guidelines for PAI are adhered to. - Prepare supervisory reports by reviewing logs, NICE CX, PC generated data and conferring with subordinates. Submits reports for supervisory review and makes recommendations for the improvement of the unit performance and the removal of any backlogs. - Attend OCS staff meetings and provides information which will assists in the development strategies for intervention with other agencies, organizations, clients and the community at large. - Monitor subordinates time and leave to ensure adherence to agency code of conduct, dress code and the time and leave procedures. - Maintain logs, manual and PC based files, required to track inquiries and responses. - Monitor subordinates time and leave to ensure adherence to agency code of conduct and time and leave procedures. Work Location: 92-31 Union Hall Street, Jamaica, NY 11433 Hours/Schedule: Monday-Friday, 9:00 a.m. to 5:00 p.m. Qualifications 1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or 3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; 4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.