Team Lead for Client Services

Overview

Division/Program Summary: The New York City Department of Health and Mental Hygiene's Bureau of Hepatitis, HIV, & STIs (BHHS) oversees the City's response to viral hepatitis, HIV, and sexually transmitted infections (STIs). BHHS leads testing initiatives, prevention, care, and treatment programming, epidemiology and surveillance, research and evaluation, training and technical assistance, community engagement, social marketing, policy advocacy, and racial equity and social justice initiatives.
The mission of the HIV program is to end HIV transmission, promote the health of all New Yorkers with or vulnerable to HIV, reduce HIV-related inequities and combat stigma. The ACE (Assess. Connect. Engage.) Team is responsible for providing linkage to care and partner services to newly diagnosed individuals, ensuring they are connected to clinical care and supporting additional medical and social services.
Responsibilities

Supervising ACE team Program Coordinators on the provision of linkage to care and partner services.
Assuring and monitoring the technical competencies of all staff in the provision of linkage to care and partner services.
Collaborating with other Team Leads and program leadership with the organization, implementation, and monitoring of client services.
Supporting ACE citywide operations by establishing and maintaining effective communications with HIV medical providers and monitoring logistics and ongoing working relationships with NYC medical and social services providers.
Supervise and train staff in performance of activities/procedures related to HIV case and partner investigation and assist in assessing and identifying training needs of staff.
Conduct routine quality improvement and quality assurance activities using ACE data management systems to ensure compliance with documentation and follow-up procedures. This includes prioritization of case investigations as well as ensuring thoroughness of case investigations, narratives, and partner notifications.
Generate reports and conduct data analysis to review compliance with timeliness of case investigation and partner services. Work with supervisors to evaluate productivity and make recommendations to improve program outcomes.
Routinely review the efficiency and effectiveness of disease intervention activities; make changes as appropriate and evaluate the impact of these changes. Participate in planning and organizing activities through meetings, conference calls and other means of input.
Qualifications

A baccalaureate degree from an accredited college and four years of satisfactory, full‑time progressively responsible clerical/administrative experience requiring independent decision‑making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full‑time progressively responsible experience as described in item 1 above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
A four‑year high school diploma or its educational equivalent and six years of satisfactory, full‑time progressively responsible experience as described in item 1 above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty.
Education and/or experience equivalent to items 1, 2 or 3 above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
Benefits

Premium‑free health insurance plan that saves employees over $10 000 annually (2024 assessment).
Additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
A public sector defined benefit pension plan with steady monthly payments in retirement.
A tax‑deferred savings program.
A robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
Job security relative to private sector employment.
Commitment to Equity

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. The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye‑Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347‑396‑6549.

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