Source: NYC Open Data · Bespree is not the employer.
The Bureau of Vital Statistics (BVS), within the NYC Department of Health, registers, amends, and issues certified copies of vital records, including births and deaths, for New York City residents. BVS issues approximately one milion certified copies of birth and death certificates annualy and represents one of the most significant public-facing service operations within the Department. Within BVS, the Corrections and Amendments Unit (CAU) processes approximately 65,000–70,000 complex customer requests annualy, including adoptions, name changes, gender marker changes, parentage amendments, and other legaly governed corrections to vital records. CAU also operates a high-volume public-facing lobby serving tens of thousands of customers each year. The unit’s work directly impacts public access to benefits, legal identity, and essential services.
Personnel, Training & Performance Management – Analyze staffing needs, workload distribution, and performance trends to support hiring, backfills, and workforce planning – Coordinate onboarding processes and evaluate training effectiveness – Lead coordination of Tasks & Standards, performance evaluations, and probationary reviews using established metrics – Support supervisors with data-informed performance improvement plans and documentation Operational Analysis & Program Management – Independently analyze CAU operational workflows, volumes, processing times, and performance indicators to identify trends, risks, and opportunities for improvement – Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and long-term operational strategies – Monitor unit performance against established targets; prepare analytical summaries, reports, and recommendations for leadership – Lead operational coordination in the Director’s absence, including staff assignments and priority-setting Data, Research & Process Improvement – Design, maintain, and analyze operational tracking reports and datasets related to workload, productivity, customer demand, and service quality – Identify bottlenecks and inefficiencies using qualitative and quantitative methods and propose data-driven solutions – Develop, test, and evaluate operational and system enhancements, including business rules, workflow redesigns, and technology improvements – Document research findings, process analyses, and recommendations to support policy, operational, and system decisions – Assess how AI can be incorporated into unit workflows for enhanced modernization and efficiency Mailroom & Lobby Operations Oversight
This process will include but not be limited to: o Performance Evaluation: Evaluating team members' performance and providing feedback on Training and development: Equipping agents with training to handle more complex customer issues.
o Collaboration: Coordinating with internal teams to facilitate the resolution of escalated issues o Post-resolution review: Participating in review meetings to discuss handling of escalated issues and potential policy changes.
– Develop user acceptance testing plans and document system issues, risks, and functional requirements.
– Assess the operational impact of facilities, equipment, and technology issues and coordinate resolution. Compliance, Quality & Continuity of Operations – Monitor compliance with records retention, document security, and regulatory protocols
– Support continuity of operations planning and emergency response activities, applying operational analysis during disruptions.
– Ability to independently plan and carry out analytical studies and translate findings into operational improvements – Demonstrated ability to supervise staff and support training, onboarding, and performance management – Demonstrated experience conducting operational research, data analysis, and performance evaluation. – Strong quantitative and qualitative analytical skills, including experience with performance metrics and reporting. – Experience managing or evaluating high-volume, public-facing service operations. – Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings. – Proficiency in Microsoft Excel and other data tools; experience with database or systems analysis experience. – Ability to exercise sound independent judgment in complex operational and policy environments Why you should work for us:
Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of 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 social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.
Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers! The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.
To be appointed to Assignment Level II and above, candidates must have:
NOTE: Probationary Period Appointments to this position are subject to a minimum probationary period of one year.
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.
The City of New York delivers public services through agencies working across education, parks, public safety, health, infrastructure, and other areas.