Infoline & Intake Operations Lead

Human Rights Commission; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

The Commission on Human Rights in New York City seeks a Customer Service/Intake professional to join its Infoline team as Assistant Director. You will oversee high-volume intake operations, supervise staff backups, and drive data-driven improvements across outreach and reporting functions.

You will compile and analyze reports, manage scheduling for outreach events, and support the OCRE database with training and process enhancements, ensuring accessible and respectful service for all New Yorkers.

Qualifications

• Bachelor’s degree and two years in community work or related duties.
• High school diploma and six years in community work or related duties.
• Equivalency with at least one year of experience as described above.

Responsibilities

• Oversee Infoline operations to ensure high quality service to New Yorkers seeking assistance.
• Act as backup supervisor for Infoline staff and support the Director of Infoline.
• Communicate with New Yorkers, organizations, and departments by email, phone and in person.
• Create and maintain reports/queries in a database using SQL terms and perform batch updates.
• Support outreach by analyzing reports and managing outreach calendar.
• Assist attorneys and staff by maintaining continuity in the OCRE database and training users.
• Organize trainings and liaise with community organizations to improve service.
• Perform complex Pre-Complaint Interventions and draft complaints.
• Maintain staff meetings and represent Infoline at inter-departmental meetings.
• Create/update training materials and participate in OCRE activities.
• Organize digital/paper filing; ensure accurate fast data entry.
• Provide scheduling and administrative support to senior leaders as needed.

Skills

Supervising call center

Call center metrics

Diverse communities relations

Organized / independent

Attention to detail

Oral and written communication

People skills / leadership

Accessible, respectful service

Read and understand laws

Microsoft Office proficiency

Fluency in another language

Education

Bachelor’s degree + 2 years community work

High school diploma + 6 years community work

Equivalent combination with required experience

Tools

Microsoft Office

Job description

The Commission on Human Rights in New York City seeks a Customer Service/Intake professional to join its Infoline team as Assistant Director. You will oversee high-volume intake operations, supervise staff backups, and drive data-driven improvements across outreach and reporting functions.

You will compile and analyze reports, manage scheduling for outreach events, and support the OCRE database with training and process enhancements, ensuring accessible and respectful service for all New Yorkers.