Mediation Supervisor 707026

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply. *

**This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program. **

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to educate consumers and to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp or on its social media sites, Twitter, Facebook, Instagram and YouTube.

DCWP’s General Counsel Division seeks a Clerical Associate / Mediation Supervisor to work in its Consumer Services Unit. The Consumer Services Unit processes and mediates thousands of consumer complaints each year. Under the supervision of the Assistant Director of Mediation, the Mediation Supervisor will be responsible for managing and reviewing the work of Mediators of the Consumer Services Unit. Such responsibilities will include, but are not limited to:

- Supervising a mediation team;

- Ensuring staff members comply with applicable protocols;

- Assisting staff with consumer-related complaints requiring direct supervisory input;

- Performing mediation work, as necessary;

- Assessing staff performance accurately and providing feedback to motivate and/or improve performance levels;

- Identifying, tracking, and reporting patterns of abuse/deception, problem vendors, and/or business trends.

- Compiling data to identify productivity; and/or categorical trends in order to determine potential areas for streamlining;

- Identifying administrative and operational problems and providing recommendations for efficiency;

The ideal candidate will have the following preferred skills: significant experience with mediation and reconciliation, as well an understanding of intake and processing procedures.

CLERICAL ASSOCIATE - 10251

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

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.