CAU Case Navigator

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ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY. Division/Program Summary: The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, spontaneous and induced terminations of pregnancy in NYC. The bureau issues, analyzes and reports on 285,000 vital events each year. The bureau is a very large customer service operation, providing death certification services on a 24/7 basis, issuing more than 900,000 certified copies of birth and death records, and fulfilling hundreds of data requests annually. Position Summary: This position will be within the Health Department's innovative Center for Population Health Data Science (CPHDS). The CPHDS is working to strengthen citywide population health surveillance by better linking public health, healthcare, and social service data to fully characterize and improve the health of New Yorkers. Our vision is for these data to be accessible, timely, equitable, meaningfully usable, to actively protect and promote the health and wellbeing of New Yorkers. Housed in the Center for Population Health Data Science, the Bureau of Vital Statistics (BVS) at the NYC Department of Health and Mental Hygiene registers, amends, processes, and analyzes all vital events (births, deaths, and spontaneous and induced terminations of pregnancy) in New York City while also issuing certified copies of certificates to the public. There are approximately 120,000 births and 52,000 deaths and about 1 million certified copies of birth and death certificates issued each year. Vital event data are used by most health department programs (including infectious and chronic diseases, community health, environmental/occupational health, and health care access) and reported to national agencies. Job Duties and Responsibilities: - Provide high quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability. Ensure that staff provide high quality customer support in adherence to these principles. - Work with CAU director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement. Characterize the current work process and propose changes for improving the process, using data to support changes. - Examine and approve all CAU amendment types, as assigned. This includes Acknowledgements of Parentage, Transgender amendments, court order amendments, delayed registration amendments, adoptions, and filiations. - Function as case navigator and provide clear, detailed next step instructions and assistance to customers with their amendment requests. This includes providing written guidance to customers in clear and courteous plain language. - Approve completed customer applications as a designated Deputy City Registrar. - Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed. Ensure that all financial reconciliation accounts are submitted daily. - Access secure area where security paper is stored, assign paper to staff who are printing certificates; reconcile security paper usage and ensure that all unused paper is returned to secure area and security protocol is followed. - Test IT system fixes and updates/enhancements. Report outcome of testing to IT and BVS leadership. - Create tickets and report any IT issues that impact productivity and day to day operations. This includes issues with the eVital database system, Documentum, Qmatic, customer kiosks, MS Office applications, printers, and scanners. - Use staff trainings, professional judgement and decision making to resolve issues with customer applications, in accordance with Health Code and BVS policies and procedures. - Provide customer support in customer lobby as assigned, including at a customer window or podium. - Critically assess customer documents, identify any issues, and follow up with customer for resolution. - Present complicated cases to peers at monthly case review meetings with the goal of identifying best practices and ensuring ongoing professional development. This includes drafting a summary of the situation, what has been done to resolve the issue and possible next steps. - Support response activities across all types of possible incidents, including storms, pandemics, and other emergencies. This position fulfills a key Continuity of Operations role and is critical to the Health Department's fulfillment of its mission. Why you should work for us: - 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 position's associated union/benefit fund. o a public sector defined benefit pension plan with steady monthly payments in retirement. o a tax-

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