QUALITY ASSURANCE COORDINATOR

About the role

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

IDNYC is New York City's successful municipal ID program that is available to all New Yorkers. For some New York City residents who do not have identification, they may experience barriers when trying to open bank accounts, acquire ATM cards, file police complaints or lease apartments. IDNYC aims to bridge that gap.

IDNYC is recruiting for a Community Coordinator to function as a Quality Assurance Coordinator. Under the direction of the Special Project and Performance Manager, the Quality Assurance Coordinators test and perform ongoing QA for IDNYC's Enrollment process and services to increase efficiency and customer satisfaction. He/she will:

• Ensure quality services are provided to all IDNYC applicants and cardholders by collecting and reviewing client satisfaction metrics and making recommendations to the senior leadership.
• Review staff work, including data entry and written and verbal communications with clients, and develop a mechanism for giving timely feedback to the staff and the leadership for improvements.
• Develop and implement a plan to review statistically significant number of renewal applications to ensure each renewal meets the current quality standards.
• Work closely with the IDNYC training team to ensure best practices are documented and delivered to the staff and assist with developing new-or updating existing policies, procedures, and user guides.
• Assist in enhancing enrollment, integrity and customer service procedures to achieve higher accuracy when processing cases.
• Assist with identification of any policy and training gaps and provide feedback to the senior leadership.
• Assist with researching documents unknown to the IDNYC program and provide guidance to the senior leadership.
• Maintain active communications with IDNYC staff including Enrollments, Integrity and Customer Service to make continuous improvement to the enrollment process.
• Perform other duties as necessary.

Hours/Schedule: Monday-Friday 9am-5pm

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.