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SPECIAL ASSISTANT COMMISSIONER/QUALITY ASSURANCE
DISTINGUISHING FEATURES OF THE CLASS
The work involves responsibility for analyzing and redeveloping operational lines focused on public benefits within the Department of Social Services-Economic Security. The incumbent is responsible for analyzing, developing and measuring the effectiveness of existing processes, and developing measurable improvements as identified and needed, in order to increase productivity, customer satisfaction and cost reduction. An employee in this class works under the direct supervision of the Commissioner of Social Services. The incumbent may exercise supervision over subordinate personnel. Does related work as required.
TYPICAL WORK ACTIVITIES
Manages the departmental-wide quality improvement effort, using proven Continuous Quality Improvement (CQI) and LEAN techniques.
Works in conjunction with the Commissioner to transition the department into utilizing lean thinking in order to maximize customer value, while minimizing waste.
Develops and maintains effective processes that will result in excellent customer service and enable employees to function at their most productive levels.
Defines, develops and promotes systems to facilitate a continuous improvement environment across the department.
Works closely with department divisions and units to design process improvement to ensure productivity and cost management.
Develops and implements performance measures to ensure that improvements are achieving the desired results.
Ensures that best practices are being followed, and recommends changes in practices based on performance data.
Leads work teams, documents new processes and policies and ensures that staff have been properly trained in these new processes and policies.
Acts as an organizational mentor to support and encourage ongoing development; supports innovative solutions through modeling and coaching of projects and leading staff to implement process improvement plans.
FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Good knowledge of principles and practices of business process management.
Excellent analytical and problem-solving skills.
Ability to maintain confidentiality.
Ability to work both independently and as part of a team.
Ability to compile and organize clear, concise and accurate written and oral reports.
Ability to understand and prepare written material.
Ability to communicate effectively, both orally and in writing.
Ability to use software programs on a personal computer.
Ability to establish and maintain effective working relationships with others.
Ability to supervise subordinate personnel.
A. Graduation from a regionally accredited or New York State registered college or university with a Masterís degree and three (3) years of experience, or its part-time equivalent, in planning, directing and coordinating the work of subordinate staff, which must have been in a supervisory capacity; or
B. Graduation from a regionally accredited or New York State registered college or university with a Bachelorís degree and four (4) years of experience, or its part-time equivalent, in planning, directing and coordinating the work of subordinate staff, which must have been in a supervisory capacity.
2/2016 Date of Original Composition