Assistant Director of Infoline

About the role

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.

About the role

• 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.

Qualifications & Requirements

• 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.