Lead Supervisor in Communications

The Office of Chief Medical Examiner investigates cases of persons who die within New York City from criminal violence, by accident, by suicide, suddenly when in apparent health, when unattended by a physician, in a correctional facility or in any suspicious or unusual manner or where an application is made pursuant to law for a permit to cremate a body of a person.

The core values of CARES guide our work for communities and inform our behavior toward each other and all those we serve.

- Commitment: Dedicated to the mission at all times
- Accountability: Responsible to each other and the community
- Resilience: Adapt in the face of adversity
- Excellence: Achieve and maintain the highest quality
- Service: Innovate to meet evolving needs

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE REACHABLE ON THE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY.

JOB DESCRIPTION

The OCME Communications Unit operates 24/7, performing the critical function of receiving, documenting, and appropriately routing all death reports. Additionally, the Unit is the immediate interface with the public’s incoming agency calls and functions to route calls appropriately within the agency. The Lead Supervisor will facilitate communication between OCME Forensic Investigations and Operations personnel and relevant stakeholders reporting deaths to the OCME.

Typical tasks include but are not limited to the following:

- Provides guidance and support to Communications Specialists in the handling of incoming calls
- Provides situational awareness and support to the on-duty Tour Commander (TC) and Administrator on Duty
- Triages and oversees the transportation assignment of decedents
- Ensures proper follow-up on cases, including outstanding documentation and necessary callbacks to various healthcare facilities
- Provides new-hire and continuous training for Communications Specialists on unit and agency policies and procedures and ensures staff compliance
- Maintains adequate coverage for operations ensuring fair and transparent management of timekeeping, including unit scheduling and timecard approvals
- Provides routine quality assurance of Communications Specialists case documentation, including review of death reports and written correspondence
- Advises the on-duty Tour Commander (TC) and Administrator on Duty as well as Communication Directors on operational and personnel issues, prepares supervisory reports, and handles annual evaluations for staff
- Performs all Communications Specialist duties, as needed.

CUSTOMER INFORMATION REP - 60888

1. A baccalaureate degree from an accredited college or university; or

2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in "2" above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in "2" above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in "2" above.

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.