CAU Case Navigator, Center for Population Health Data Science

**Open only to those who are permanent in the PRINCIPAL ADMINISTRATIVE ASSOCIATE civil service title.

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.

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, and protected and being actively to protect and promote 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

Duties will include but not be limited to:

- 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 that all 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 maintaining, or rapidly standing up, 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:

- 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 Education’s website (https://studentaid.gov/pslf/)
- 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-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 sahn1@health.nyc.gov or 347-396-6549.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124