Assistant Director of Infoline

The Commission on Human Rights (the “Commission”) is the City agency charged with enforcing the New York City Human Rights Law (“City Human Rights Law”), one of the most expansive civil rights laws in the nation, prohibiting discrimination in housing, employment, and public accommodations. The Commission investigates, litigates, and adjudicates claims of discrimination brought by the public. Where the Commission finds unlawful discrimination, harassment, and retaliation have occurred, it obtains compensation to victims, orders companies to take corrective action, and can assess civil penalties.

The Commission also engages in training and education to ensure New Yorkers understand their rights and responsibilities under City law. OCRE is seeking an experienced Customer Service/Intake Professional to serve as Assistant Director of Infoline.

Job Description:

• Ensure high-quality services for New Yorkers who seek assistance via the Commission’s Infoline and Intake units by instituting data-driven improvements and otherwise enhancing operations.
• Act as a backup supervisor/manager for Infoline staff, supporting Director of Infoline.
• Communicate effectively and efficiently with New Yorkers seeking information or services, community-based organizations, across departments, and with coworkers and supervisors by email, phone and in person.
• Serve agency’s reporting needs by creating and maintaining reports and queries in a database using common SQL terms; troubleshoot query-building and be responsible for batch-updates to the system.
• Support the agency’s outreach and planning efforts by providing analysis of periodic and ad-hoc reports using basic graphing tools, as well as managing scheduling for outreach events and the outreach calendar.
• Support attorneys and staff by helping to maintain continuity within the OCRE database by identifying issues, backfilling or correcting entries and developing training techniques to address user deficiencies
• Work with Infoline Director to organize small in-house trainings and develop contacts with community-based organizations to improve service to New Yorkers seeking information on discrimination.
• Perform complex and emergency Pre-Complaint Interventions
• Draft complaints
• Juggle short and long-term assignments in fast-paced environment to meet deadlines.
• Organize staff meetings; represent Infoline and Intake at inter-departmental meetings.
• Create and update training and process materials and participate in training programs, conferences, and other OCRE activities as requested.
• Organize, create and maintain digital and paper filing system.
• Deliver meticulous data entry at a fast pace and check own work for accuracy.
• Provide support and assistance to Infoline Director, OCRE Assistant Commissioner, and OCRE Deputy Commissioner, including scheduling meetings, answering or directing email, directing calls and other administrative tasks as needed.
• Performs all duties as needed to advance the work of OCRE and all other duties as assigned.

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

• Demonstrated experience supervising or managing a high-volume call center, hotline, customer service or similar public facing operation.
• Experience monitoring call center performance metrics, including call volume, wait times, abandonment rates, response times, staffing levels, and other key performance indicators.
• Strong relationships with organizations and groups serving diverse communities in the City and experience working with some of the following people and communities: immigrants; people of color; people with limited English proficiency; people living with HIV/AIDS; lesbian, gay, bisexual and/or transgender people; people with disabilities; people with accommodations issues related to pregnancy, disability or religion; and people with criminal or arrest histories.
• Must be well-organized, assertive, and able to work independently and collaboratively.
• Strong work ethic.
• Excellent attention to detail and organizational skills.
• Strong oral and written communication skills.
• Strong people skills and leadership skills.
• Demonstrated commitment to providing accessible, respectful, and culturally responsive service to diverse communities.
• Familiarity with the NYCHRL.
• Fluency in a language other than English, preferably one common in New York City
• Four years of satisfactory full- time experience in one of the following sectors: intergroup relations; community relations; civil rights law enforcement; block or tenant organizing; investigations related to law enforcement; labor or industrial relations; education; social work; or law;
• Ability to read and understand laws, rules and regulations
• High proficiency in Microsoft Office programs

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.