Customer Service Case Navigator

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY.

AGENCY DESCRIPTION

Established in , the New York City Department of Health and Mental Hygiene (the NYC Health Department) is the oldest and largest health department in the country.

Our mission is to protect and improve the health of all New Yorkers, in service of a vision of a city in which all New Yorkers can realize their full health potential, regardless of who they are, how old they are, where they are from, or where they live.

As a world-renowned public health agency with a history of building transformative public health programming and infrastructure, innovating in science and scholarship to advance public health knowledge, and responding to urgent public health crises from New York City’s yellow fever outbreak in , to the COVID-19 pandemic we are a hub for public health innovation, expertise, and programs, and services.

We serve as the population health strategist, and policy, and planning authority for the City of New York, while also having a vast impact on national and international public policy, including programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV / AIDS treatment, family and child health, environmental health, mental health, and racial and social justice work, among others.

Our Agency’s five strategic priorities, building off a recently completed strategic planning process emerging from the COVID-19 emergency, are :

1) To re-envision how the Health Department prepares for and responds to health emergencies, with a focus on building a response-ready organization, with faster decision-making, transparent public communications, and stronger surveillance and bridges to healthcare systems

2) Address and prevent chronic and diet-related disease, including addressing rising rates of childhood obesity and the impact of diabetes, and transforming our food systems to improve nutrition and enhance access to healthy foods

3) Address the second pandemic of mental illness including : reducing overdose deaths, strengthening our youth mental health systems, and supporting people with serious mental illness

4) Reduce black maternal mortality and make New York a model city for women’s health

5) Mobilize against and combat the health impacts of climate change

Our 7,-plus team members bring extraordinary diversity to the work of public health. True to our value of equity as a foundational element of all our work, and a critical foundation to achieving population health impact in New York City, the NYC Health Department has been a leader in recognizing and dismantling racism’s impacts on the health of New Yorkers and beyond.

In , the NYC Board of Health declared racism as a public health crisis. With commitment to advance anti-racist public health practices that dismantle systems that perpetuate inequitable power, opportunity and access, the NYC Health Department continues to work in and with communities and community organizations to increase their access to health services and decrease avoidable health outcomes.

The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, spontaneous and induced terminations of pregnancy in NYC.

The bureau issues, analyzes and reports on , vital events each year. The bureau is a very large customer service operation, providing death certification services on a 24 / 7 basis, issuing more than , certified copies of birth and death records, and fulfilling hundreds of data requests annually.

Duties will include but not be limited to :

• Provide high quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability.
• Ensure staff provide high quality customer support in adherence to these principles.
• Work with PSO director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement.
• Characterize the current work process and propose changes for improving the process, using data to support changes.
• Examine, process and issue vital records that requested in person, online or by mail, as assigned. This includes birth and death certificates, letters of exemplification, no record found statements, pre-adoption certificates, agency request, subpoenas and Acknowledgements of Parentage.
• Function as case navigator and provide clear, detailed next step instructions and assistance to customers with their requests.

This includes providing written guidance to customers in clear and courteous plain language and responding to customer emails.

• Approve completed customer applications as a designated Deputy City Registrar.
• Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed. Ensure that all financial reconciliation accounts are submitted daily.
• Access secure area where security paper is stored, assign paper to staff who are printing certificates; reconcile security paper usage and ensure that all unused paper is returned to secure area and that all security protocol is followed.
• Test IT system fixes and updates / enhancements. Report outcome of testing to IT and BVS leadership.
• Create tickets and report any IT issues that impact productivity and day to day operations. This includes issues with the eVital database system, Documentum, Qmatic, customer kiosks, MS Office applications, printers, and scanners.
• Use staff trainings, professional judgement and decision making to resolve issues with customer applications, in accordance with Health Code and BVS policies and procedures.
• Provide customer support in customer lobby as assigned, including at a customer window or podium.
• Critically assess customer documents, identify any issues, and follow up with customer for resolution.
• Present complicated cases to peers at monthly case review meetings with the goal of identifying best practices and ensuring ongoing professional development.

This includes drafting a summary of the situation, what has been done to resolve the issue and possible next steps.

Support maintaining, or rapidly standing up, response activities across all types of possible incidents, including storms, pandemics, and other emergencies.

This position fulfills a key Continuity of Operations role and is critical to the Health Department’s fulfillment of its mission.

ADDITIONAL INFORMATION IMPORTANT NOTES TO ALL CANDIDATES

Please note : If you are called for an interview, you will be required to bring to your interview copies of original documentation, such as :

• A document that establishes identity for employment eligibility, such as : A Valid U.S. Passport, Permanent Resident Card / Green Card, or Driver’s license.
• Proof of Education according to the education requirements of the civil service title.
• Current Resume
• Proof of Address / NYC Residency dated within the last 60 days, such as : Recent Utility Bill (i.e., telephone, Cable, Mobile Phone)

Additional documentation may be required to evaluate your qualification as outlined in this posting’s Minimum Qualification Requirements section.

Examples of additional documentation may be, but not limited to college transcript, experience verification or professional trade licenses.

If after your interview you are the selected candidate, you will be contacted to schedule an on-boarding appointment. By the time of this appointment, you will be asked to produce the originals of the above documents along with your original Social Security card.

FINAL APPOINTMENTS ARE SUBJECT TO OFFICE OF MANAGEMENT & BUDGET APPROVAL

TO APPLY

Apply online with a cover letter to In the Job ID search bar, enter job ID number.

We appreciate the interest and thank all applicants who apply, but only those candidates under consideration will be contacted.

The NYC Health Department is committed to recruiting and retaining a diverse and culturally responsive workforce. We strongly encourage people of color, people with disabilities, veterans, women, and lesbian, gay, bisexual, and transgender and gender non-conforming persons to apply.

All applicants will be considered without regard to actual or perceived race, color, national origin, religion, sexual orientation, marital or parental status, disability, sex, gender identity or expression, age, prior record of arrest;

or any other basis prohibited by law.

Minimum 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.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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.