Helpline Manager

The Community Service Society (CSS) seeks a Supervising Attorney to develop and oversee its new Ombuds program for people with intellectual and developmental disabilities (IDD) in the Health Initiatives Department. The Community Service Society (CSS) is an independent, not-for-profit organization that has been at the forefront of public policy innovations that support low-income New Yorkers for over 175 years. CSS's Health Initiatives Department runs a number of statewide programs that help New Yorkers find and use their health insurance or otherwise access health care and services, including Community Health Advocates (CHA); the Community Health Access to Addiction and Mental Healthcare Project (CHAMP); the Independent Consumer Advocacy Network (ICAN); and several enrollment assistance programs. These programs are free for New Yorkers. In 2024, the New York State Office for People with Developmental Disabilities (OPWDD) issued a proposal to establish and operate an independent, conflict-free consumer assistance program (Ombudsman) for people with intellectual and developmental disabilities pursuant to 33.28 of the Mental Hygiene Law.

CSS is seeking a dedicated and experienced individual to serve as the IDD Ombuds program's Helpline Manager. They will oversee the daily operations of the Helpline ensuring that it operates smoothly, provides exceptional support for clients and their families or representatives, and fosters a positive environment for staff.

Job Description:

• Monitor and implement procedures for the successful operation of the IDD Helpline under the supervision of IDD Supervising Attorney.
• Train and supervise the IDD Health Counselors who staff the IDD Helpline.
• Provide technical assistance and support to helpline staff.
• Develop and manage Helpline staffing schedule for staff, including a protocol to cover the Helpline when there are unexpected staffing shortages.
• Oversee the IDD Helpline callback and referral systems, including monitoring callbacks and referrals to ensure that a response is provided within 2 business days.
• Monitor the call center dashboard to ensure adequate agent coverage and promptly address operational issues.
• Identify and escalate complex cases and technical issues.
• Conduct reviews of Helpline cases to determine next steps and appropriate case assignments.
• Undertake other tasks as assigned by the Supervising Attorney to ensure the achievement of the mission and goals of the IDD Ombuds program.

Job Requirements:

• A graduate degree in law, health policy, social work, or other relevant discipline is preferred.
• Lived or significant work experience concerning issues facing people with intellectual and developmental disabilities is strongly preferred.
• A minimum of two years of experience providing assistance to consumers and/or advocates on issues concerning people with intellectual and developmental disabilities, health insurance, or healthcare access issues is required.
• Experience supervising customer service staff preferred.
• Ability to write clearly, and concisely and keep detailed notes of all communications.
• Strong communication, research, and advocacy skills required.
• Proficient in MS Office and SalesForce database management skills preferred.
• Ability to speak a language other than English preferred.

Salary and Benefits: The annual salary for this position is $84,710.00. Community Service Society provides a comprehensive employee benefits package including health, dental, and vision coverage, life, AD&D, and long-term disability insurance, 403b retirement savings plan, defined benefit retirement plan, flexible spending accounts, commuter benefits plan, EAP, and more in addition to paid holidays, vacation, sick, and personal days.

CSS currently offers a hybrid work environment requiring onsite work at CSS' office at least two days per week and three days per work remote work.