Job Title

Job Description Housed within the Bureau of Vital Statistics (BVS), the Public Services Operations (PSO) Unit is one of the largest public-facing operations within the New York City Department of Health. PSO processes hundreds of thousands of customer requests annually for birth and death records and related documentation, including acknowledgments of parentage, letters of exemplification, pre-adoption records and no-record-found letters. PSO also operates a high-volume public reception area serving hundreds of in-person customers daily and coordinates extensively with city, state, and federal agencies, social service providers, and the legal community. The unit represents one of the most visible points of interaction between New York City residents and the Health Department. Duties will include but not be limited to: Operational Analysis & Program Management u2013Analyze PSO workflows, staffing models, request volumes, and processing times to assess operational performance u2013 Support the Unit Director in planning, implementing, and evaluating daily operations, special initiatives, and service delivery strategies u2013 Monitor unit performance against service targets and operational benchmarks; prepare analytical summaries and recommendations for leadership u2013 Exercise independent judgment in addressing operational challenges and prioritizing resources -Supervise staff in key service delivery areas Data, Research & Process Improvement u2013 Design, maintain, and analyze operational datasets and reports related to customer demand, customer service, productivity, turnaround times, and service trends u2013 Identify bottlenecks, risks, and inefficiencies using quantitative and qualitative methods u2013 Develop, test, and evaluate process improvements and workflow redesigns u2013 Translate data analysis findings into actionable operational recommendations and document outcomes Systems, Technology & Vendor Coordination u2013 Support testing, troubleshooting, and evaluation of PSO system enhancements, including eVital, QMatic and related customer service platforms u2013 Analyze system performance issues, submit IT tickets, and collaborate with IT, BVS leadership, and external vendors (e.g., VitalChek, Qmatic) u2013 Assist with development, documentation, and evaluation of new systems, tools, and technology-enabled service improvements Facilities, Equipment & Document Security u2013 Evaluate facilities, equipment, and workspace needs and assess their impact on service delivery and staff productivity u2013 Coordinate resolution of facilities, IT, and equipment issues with administrative and technical partners u2013 Monitor compliance with document security, retention, shredding, and end-of-day locking protocols and recommend corrective actions as needed Personnel, Onboarding & Workforce Support u2013 Analyze staffing needs and workload distribution to support recruitment, vacancy backfills, and workforce planning u2013 Coordinate onboarding processes and evaluate the effectiveness of training and staff readiness u2013 Assist with training new staff on PSO workflows, policies, and systems u2013 Coordinate Tasks & Standards, performance evaluations, and probationary reviews using established metrics Training, Compliance & Administrative Support u2013 Analyze training completion data and work with supervisors to schedule and track mandatory agency trainings u2013 Collaborate with Quality Assurance teams to assess professional development, customer service, and incident reporting training outcomes u2013 Support supervisors with data-informed documentation of performance issues and development of Performance Improvement Plans u2013 Coordinate with Employee and Labor Relations units as needed PREFERRED SKILLS: u2013 Demonstrated experience conducting operational analysis, program evaluation, or performance monitoring u2013 Ability to independently plan and carry out analytical work and translate findings into operational improvements u2013 Strong quantitative and qualitative analytical skills, including experience with service metrics and reporting u2013 Experience managing or evaluating high-volume, public-facing service operations u2013 Demonstrated ability to support staff onboarding, training, and performance management u2013 Excellent written, verbal, and interpersonal communication skills, including report writing and presentation of findings u2013 Proficiency in Microsoft Excel and other data tools u2013 Ability to exercise sound judgment in complex, fast-paced operational environments u2013 Experience working with diverse communities and delivering customer-centered public service u2013 Spanish or other language proficiency is a plus Why you should work for us: - Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Educationu2019s website ( - Benefits: City employees are entitled to unmatched benefits such as: o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. o additional health, fitness, and financial benefits may be available based on the positionu2019s associated union/benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-deferred savings program and o 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 - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work. Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise. Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers 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 or 347-396-6549. CITY RESEARCH SCIENTIST - 21744 Qualifications 1. For Assignment Level I (only physical, biological and environmental sciences and public health) A master's degree from an accredited college or university with a specialization in an appropriate field of physical, biological or environmental science or in public health. To be appointed to Assignment Level II and above, candidates must have: 1. A doctorate degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and one year of full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization; or 2. A master's degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization; or 3. Education and/or experience which is equivalent to