What are the responsibilities and job description for the Ombudsman Liaison (Case Worker) position at NYC Department of Social Services?
The Ombudsman Liaison must be committed to seeking out new and better ways for the office to connect with, and deliver advocacy and resources to a wide range of communities and constituents. The Ombudsman Liaison receives the directives from the Director of Ombudsman Services.
Specific responsibilities include:
Each constituent liaison is required to document their interactions with the public. Outlined below are the minimum requirements of the position and should not be considered an exhaustive list of responsibilities. Other responsibilities will be assigned by the Director of the Unit and the Administration as needed.
Daily:
Minimum Qualifications
Qualification Requirements
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.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
Specific responsibilities include:
- Addressing the needs of constituents seeking services and resolution from various government agencies;
- Effectively and timely responding to individual constituent inquiries, concerns, and requests for assistance (in person, via phone, email, and mail);
- Identifying and updating listings of resources that address a wide range of concerns including, but not limited to: housing, health care, social service, education, environment, and economic development issues;
- Providing periodic reports to the Director on active and pending cases, and offering updates on agency responses to inquiries and requests;
- Identifying emergent community issues and noting problematic trends within caseload for the Director to address. When appropriate, insights and recommendations for remedy are welcomed;
- Attending events and community meetings throughout the districts as assigned;
- Shadow the Borough President at outside events and address constituent issues as they arise;
- Working in collaboration with various units within the Borough President’s office to resolve constituent issues, and to assist with the planning, and implementation of community outreach activities, town hall meetings, and other office-sponsored events and forums;
- Monitoring, and tracking constituent correspondence, and related paperwork in the online database for all liaisons;
- Logging all requests and maintain up-to-date files on all cases;
- Conducting follow-up correspondences with relevant agencies to track progress and ensure resolution on cases assigned until case closing;
- Other duties and special projects as assigned.
Each constituent liaison is required to document their interactions with the public. Outlined below are the minimum requirements of the position and should not be considered an exhaustive list of responsibilities. Other responsibilities will be assigned by the Director of the Unit and the Administration as needed.
Daily:
- Intake:
- Answer/track incoming calls on the constituent intake form.
- Follow-up on cases as assigned by Director.
- Receive cases from Mail, email, phone, social media, director, etc.
- Correspond with constituents routinely on case status until closing.
- Meet with Director on open/pending cases on special attention:
- Discuss: Constituent needs, resources, and next steps
- Identify new resources for resolving cases
- Self-identify challenges and constructively work with the director on goals for improvement and professional development
- Identify major challenges experienced by constituents and offer recommendations
- Peer review of 3 challenging cases
- Share best practices
- Attend community meetings as assigned
- Notes from meeting are within due 24 hours of attending meeting.
- Perform at least 2 community outreach activities. Examples include:
- Remote Constituent Services (at Senior Centers, Community Centers, emergency response, etc.)
- Outreach event (Summer at the Subways, tabling at a community event, etc.)
Minimum Qualifications
Qualification Requirements
- High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
- Education and/or experience which is equivalent to "1" above.
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.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
