ENROLLMENT SUPERVISOR

NYC Department of Social Services; New York (NY); On-site; USD 90,000 - 165,000; Full time

Job summary

The NYC Department of Social Services is looking for an Enrollment Supervisor to oversee IDNYC enrollment operations across various locations. This role requires managing staff, ensuring compliance with program guidelines, and delivering exceptional customer service to vulnerable communities. Ideal candidates are experienced in community work, customer service, and managing multiple operations. Flexibility in scheduling and a commitment to diversity are essential for success in this position.

Benefits

Public Service Loan Forgiveness eligibility

Commitment to a diverse workforce

Qualifications

• 2 years’ experience in community work or customer service management.
• Ability to work flexible schedules including evenings.
• Experience in hiring and training personnel.

Responsibilities

• Manage IDNYC enrollment intake operations across multiple locations.
• Support hiring and training while ensuring adherence to program guidelines.
• Provide performance reports and help establish operational procedures.

Skills

Customer service operations

Knowledge of immigrant populations

Strategic execution

Communication skills

Management experience

Multilingualism

Education

Baccalaureate degree from an accredited college

High school graduation or equivalent

Job description

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Launched in 2015, IDNYC is the largest and most successful municipal ID program in the country!

IDNYC is a card for all New Yorkers, regardless of their immigration status. IDNYC benefits all city residents, including those from some of our most vulnerable communities – the unhoused, youth, the formerly incarcerated, and others who may have difficulty obtaining a government-issued photo ID.

IDNYC is seeking two (2) Community Coordinators who will function as an Enrollment Supervisors.

Working under direction of an Enrollment Intake Director, IDNYC, with some latitude for the exercise of independent judgment and initiative, the Enrollment Supervisor will manage IDNYC enrollment intake operations at a portfolio of walk-in, mobile command center and homebound locations around the city.

Reporting directly to the Enrollment Intake Director, the Enrollment Intake Supervisor will:

• Manage IDNYC enrollment intake operations at a portfolio of walk-in, mobile command center and
  
  

homebound locations around the city.

• Support the hiring of personnel for those locations, including recruitment efforts, onboarding,
  
  

development of performance expectations, and orientation.

• Manage and support the training of personnel under management, ensuring that staff at all levels
  
  

has the necessary expertise in procedures, program rules and guidelines, and technology to do

their jobs effectively.

• Provide regular reports on staff performance to the Enrollment Intake Director.
• Contribute to the development of standard operating procedures and service level objectives for
  
  

all walk-in centers, ensuring that individual staff performance objectives tie back to what is laid out

in these documents.

• Manage teams of enrollment intake personnel at walk-in locations, ensuring that they work
  
  

efficiently and accurately while providing a high degree of customer service.

• Flag and make recommendations, policy and procedural edits to Enrollment Directors and program
  
  

leadership on documents based on observations made at enrollment centers.

• Work with program leadership to scale operations based on demand, ensuring that the program
  
  

locations are adequately staffed in order to meet the needs of applicants.

• Monitor performance of non-HRA staff conducting enrollment intake at the assigned locations,
  
  

and identify any training or performance management issues that need to be escalated to the

Enrollment Intake Director to be addressed with partner agencies.

• Ensure that strong safeguards are in place to prevent disclosure of confidential applicant data to
  
  

unauthorized parties.

• Will be in the field more than up to 8075 percent of the time for site inspections and onsite
  
  

supervision.

• Selected candidates must be willing to work flexible schedules which includes evenings
  
  

and weekends.

• Travel within all 5 boroughs of NYC is required.
  
  

Work location:

Staten Island- DOF 350 St Marks Place 1st floor Staten Island, NY 10301

1 Metrotech Center Brooklyn, NY 11201

Hours/Shift:

hours and shifts vary by site

COMMUNITY COORDINATOR - 56058

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.
  
  

Preferred Skills

• At least 2 years managing customer service operations. - Client focused with a strong knowledge of immigrant and other vulnerable populations and community- based organizations. - Committed to rapid execution. - Strategic and flexible. - Experience working for City government and/or immigrant or community-based organization entities. - Ability to communicate in a clear and concise manner, both verbally and in writing. - Highly professional demeanor. - Experience managing multiple locations preferred. - Multilingual a plus.
  
  

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 https://studentaid.gov/pslf/.

Residency Requirement

New 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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Government Administration

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