Ombuds Office Program Coordinator

Department for the Aging; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

NYC Department for the Aging seeks a Community Coordinator to manage SADC registration, payment processing, and data integrity for New York City's Social Adult Day Care program.

The role requires strong data entry, record-keeping, and customer-service skills; you will generate reports, monitor payments, and coordinate with SADCs and Ombuds staff, sometimes visiting sites across the five boroughs.

Qualifications

• Bachelor's degree and two years of experience in community work or related duties.
• High school graduation with six years of related experience or equivalent.

Responsibilities

• Answer SADCs questions about registration in the NYC Aging SADC Registration Portal.
• Track new SADC requests and guide through registration.
• Register payments and manage revenue records; reconcile monthly reports.
• Unlock/relock SADC accounts after payments clear.
• Monitor notifications of payment status and update records.
• Provide field visits to verify information and serve summonses as directed.

Skills

Data-driven analysis

Strategic planning

Verbal and written communication

Interpersonal skills

Education

Bachelor's degree + 2 years related experience

High school diploma + 6 years related experience

Equivalent education/experience

Tools

Office Suite

Job description

With an overarching mission to eliminate ageism and ensure the dignity and quality of life of approximately 1.8 million older New Yorkers, the NYC Department for the Aging (“NYC Aging”) is deeply committed to helping older adults age in their homes and creating a community-care approach that reflects a model age-inclusive city. Social adult day cares (“SADCs”) serve vulnerable New Yorkers with cognitive decline and/or physical frailty, and their continuum of care services are intended to meet the critical needs of participants and their caregivers. NYC Aging was designated to house the Social Adult Day Care SADC Ombuds Office (“Office”) by Local Law 9 of 2015. The Office is charged with registering all social adult day care programs operating in New York City, and receiving and investigating complaints about them. The Office also receives and responds to questions from SADC operators about the registration process. It is authorized to issue civil penalties for violations of City laws and regulations and the NYS Office for the Aging’s Social Adult Day Program Standards. The Ombuds Office Program Coordinator (“Coordinator”) is responsible for managing SADC registration and related payments. They must be skilled and careful at data entry, record keeping, spreadsheet management, customer service, and gathering information. They should take initiative to resolve issues, suggest improvements to the Office systems and interact professionally and courteously with SADC operators. Finally, they should be passionate about working to protect the safety and well-being of older adults residing in their communities and support their ability to age in place throughout New York City.

Duties and responsibilities include:

• Answer questions from SADCs about completing and updating their registration in the NYC Aging SADC Registration Portal and help them resolve any technical issues.
• Track new SADC requests to register and guide them through the registration process.
• Register payments received. Manage revenue records, including reconciling monthly financial transaction reports.
• Unlock/relock SADC accounts after payments have cleared.
• Manage notifications to SADCs once their payments have cleared that their SADC Registration Portal records have been unlocked and can be updated.
• Monitor PayPoint and City Pay Research Tool and notify SADCs about declined payments.
• Review and maintain records of registration changes.
• Answer calls received on the Office telephone line and either respond to callers or forward messages to appropriate staff.
• Generate reports and data on registered SADCs, complaints, revenue, and registration to the Ombuds Director on a weekly and monthly basis.
• Make field visits to SADCs to verify information in their registration and/or serve summonses, as directed by the Ombuds Director.
• On occasion, work alternative shifts with earlier or later start times, to make field visits to SADCs to verify information in their registration and/or service summonses, as directed by the Ombuds Director.
• Perform related and special duties as required and assigned by the Ombuds Director.
• Monitor NYC Aging Ombuds Office inquiry email box.

COMMUNITY COORDINATOR - 56058

Minimum Qualifications

1. 1. 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
2. 2. 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
3. 3. 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

• Master’s degree in public administration, social work, or related human service and a minimum of 5 years professional experience in social or health and human services.
• Comfort with data-driven analysis and strategic planning. Proficiency in using Office Suite.
• Demonstrated excellent verbal, written, interpersonal, analytical, and problem-solving skills.
• Knowledge of rules and regulations regarding social adult day care, long-term care, and Medicaid.
• Attention to detail and effective in managing multiple priorities with competing deadlines.
• Ability to organize the work, resolve and manage urgent situations, and exercise independent judgment with supervision.
• Bilingual in Mandarin/Cantonese/Korean.
• Valid Driver’s License and willingness to drive occasionally for the agency, within the five boroughs of New York City, as needed.
• New York State Driver’s License preferred.

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.