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Minimum Qualifications Bachelor’s Degree from a regionally accredited college or university or one recognized by the New York State Education Department as following acceptable educational practices in one of the following areas: social work, psychology, sociology, human services, criminal justice, AND five years’ experience in the direct provision of services, adult or child protective services, including two years supervising a human services program.
NOTE: Direct provision of services includes the care, investigation, assessment, treatment, or case planning for person in facilities or programs covered by the Protection of People with Special Needs Act of 2012. Experience gained in programs and facilities that are not covered by the Protection of people with Special Needs Act may meet the experience requirements if they are found to be equivalent or similar to the facilities or programs covered under the Protection of People with Special Needs Act.
Duties Description Under the general direction of the Director, Vulnerable Persons Central Register the incumbent will provide leadership, quality, assurance, personnel management and line management to support the 24/7 operation of the New York State Justice Center’s hotline. Specific duties will include, but not be limited to, the following:
• Manage the day-to-day operations of the call center. Oversee call center staffing and staffing levels by recruiting, selecting, orienting, training, counseling and disciplining staff; administer scheduling systems; communicate job expectations; plan, monitor, appraise and review job contributions; enforce policies and procedures.
• Conduct needs assessments, performance reviews, capacity planning and cost/benefit analyses; define user requirements; establish technical specifications, and production, productivity, quality and customer service standards; contribute information and analysis to organizational strategic plans and reviews.
• Monitor system performance; identify and resolve problems; prepare and complete action plans; complete system audits and analyses, manage system and process improvement and quality assurance programs.
• Ensure staff are provided with the most up-to-date information regarding policies and procedures to ensure legal mandates are met.
• Collect, analyze and maintain data and trends regarding call center performance, identify issues and provide recommendations to management on improving performance.
• Work with Information Technology Services staff to develop and implement data systems for evaluating services provided and to ensure the effective operation of the Call Center.
• Prepare recommendations to management regarding program administration; assist in the development of operating procedures for new or revised procedures and requirements, process flows, etc.
• Promote staff development and productivity by ensuring staff are trained on the most up-to-date computer technology; telephony systems and customer service skills.
• Establish and maintain working relationships with internal organizational units (e.g., other program areas and staff support functions).
• Develop working relationships with other agency managers, provider agencies, law enforcement officials, Professional associations, etc.
• Participate in meetings with staff within the Justice Center, State Operated Agencies and within external organizations.
Additional Comments The New York State Justice Center for the Protection of People with Special Needs (Justice Center) is charged with protecting over one million New Yorkers under the care or jurisdiction of six state agencies. The following list outlines several of the Justice Center’s key responsibilities:
• Advocate on behalf of individuals with disabilities and provide oversight of quality of care.
• Operate a centralized, statewide 24-hour hotline and incident reporting system staffed by trained personnel.
• Operate a statewide register that contains the names of individuals found responsible for egregious or repeated acts of abuse or neglect.
• Centralize and perform functions relating to criminal history background checks.
• Investigate serious allegations of abuse and neglect.
• Prosecute criminal acts of abuse and neglect.
• Analyze abuse patterns and trends in order to prevent future occurrences.
NOTE: You are advised that should you accept a job offer with this agency, you may be required to be fingerprinted and pay for the cost of the fingerprinting fee. Some positions may require credentials or a background check to verify your identity.
Some positions may require additional credentials or a background check to verify your identity.
31st Floor Corning Tower, Empire State Plaza
Notes on ApplyingPlease submit cover letter along with a clear and concise resume detailing how you meet the minimum qualifications for this position as listed in Specifics and indicate the Vacancy ID number for which you are applying.