Director, Aging Connect Operations

The NYC Department for the Aging (NYC Aging) promotes and supports inclusive, safe, affordable, healthy aging. NYC Aging remains steadfast in its role and responsibility to preserve the dignity and quality of life for approximately 1.8 million diverse older New Yorkers by eliminating food insecurity, providing access to affordable, stable housing, enhancing access to quality healthcare services and protecting older New Yorkers from harm and abuse with the ultimate goal of a more age-friendly city in which older adults can age gracefully with respect.

Housed within the Bureau of External Affairs, Aging Connect is an information and referral contact center connecting older adults, professionals, and caregivers to age-inclusive resources, services, and opportunities.

Aging Connect is a contact center that connects older New Yorkers, caregivers and professionals to age-inclusive programs, resources, and opportunities.

In close partnership with NY Connects and 311, Aging Connect aims to eliminate confusion and provide information and direct referrals to services.

Our multi-lingual Aging Specialists are trained to connect callers to direct services provided by NYC Aging providers, community partners and city agencies.

Additionally, Aging Connect also oversees NYC Aging's work with NY Connects, Group Field Trips for Older Adults, Senior Farmer’s Market Nutrition Program, Correspondence, Volunteer Opportunities and more. Aging Connect (212-AGING-NYC or 212-244-6469) is available Monday through Friday from 8:30AM-5:30PM and is equipped to assist callers in 240 different languages.

The Bureau of External Affairs seeks a highly motivated and skilled Director, Aging Connect Operations, to support the unit operations. Reporting to the Senior Director of Aging Connect, the Aging Connect Operations Director will work closely with the Directors of NY Connect, Special Initiatives, and the Health Insurance Information Counseling Assistance Program (HIICAP) to support their respective work, initiatives, and operations.

Operations:

• Assist the Senior Director with planning and implementing NYC Aging goals and priorities through the work of Aging Connect.
• Monitor the day-to-day activities of Aging Connect. Serve as a point of contact for all operations, program and budget related matters.
• Support Aging Connect Directors with developing, planning, and executing projects.
• Assist with recruiting, training, and retaining staff and support with onboarding consultants and completing all HR related documents.
• Generate weekly and monthly reports on Aging Connect call data, special initiatives, and Medicare related metrics.

Analyze data to identify ways to improve unit performance.

• Monitor data systems including CISCO, Correspondence Tracking System (CTS), and VIVE.
• Supervise volunteer program staff and their work, including recruitment, engagement, training, planning events and developing partnerships Program Management:
• Ensure programs are compliant with NYS Office for the Aging Program Standards and all updates/changes issued through Program Instructions are implemented.
• Track and review program monthly, mid-year and end of year reports to ensure response and data accuracy.
• Prepare written program materials, including presentations, brochures, flyers, and standard operating procedure, memos, agendas, and other documents as requested.
• Assist with conducting program assessments, customer satisfaction surveys and other required activities related to program performance.
• Assist with developing advertisements and other materials to promote Aging Connect programs and services.
• Develop public/private partnerships to broaden the awareness of Aging services and create opportunities to work with older adults.
• Track and review volunteer program monthly, mid-year and end of year reports to ensure response and data accuracy.

Budget Management:

• Monitor program budgets in HHS Accelerator.

Conduct monthly meetings with program directors, bureau of financial services to ensure accurate spending of grant funds, budget modifications are requested in a timely manner and address any challenges.

• Research and apply for grant/funding opportunities, as needed, to support growing needs of the unit’s work.
• Generate, review, and submit all Purchase Request, Quotes, and Invoices submitted by program Directors.

Miscellaneous:

• Answer Aging Connect phone inquiries, as needed.
• Support and attend external events, as needed.

Minimum Qualifications

• Graduation from an accredited college with a baccalaureate degree and five (5) years of full-time, professional experience in social services, community relations, public administration or management, of which at least one and one-half years must have been in an administrative or managerial capacity; or
• Education and experience equivalent to "1" above. However, all candidates must have one and one-half years of experience in an administrative or managerial capacity.

Preferred Skills

• Excellent research, writing, meeting facilitation, verbal, and public speaking skills a plus.
• Ability to organize and drive projects to timely completion, through coalition and consensus building.
• Ability to provide leadership in managing a diverse workforce.
• Experience and familiarity with government agencies.
• Capacity to thrive in a fast-paced environment and complete tasks in a proactive and timely manner.
• Proficiency in Project Management applications.
• Experience in relationship building with City agencies, corporations, and nonprofit organizations.

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.