CAU Case Navigator, Bureau of Vital Statistics

About the role

This position is within the Health Department’s Center for Population Health Data Science (CPHDS), housed alongside the Bureau of Vital Statistics (BVS). The BVS registers, amends, processes, and analyzes all vital events (births, deaths, and spontaneous and induced terminations of pregnancy) in New York City, and issues more than one million certified copies of birth and death certificates each year. Vital event data are used by most Health Department programs and reported to national agencies.

Responsibilities

• Provide high-quality customer support consistent with agency principles of respect, trust, empathy, and accountability; ensure staff do the same.
• Work with CAU leadership to identify process improvements; characterize current workflows and propose data-driven changes.
• Examine and approve all CAU amendment types, including Acknowledgements of Parentage, Transgender amendments, court order amendments, delayed registration amendments, adoptions, and filiations.
• Act as case navigator: provide clear next-step instructions and written guidance in plain language to customers with amendment requests.
• Approve completed customer applications as a designated Deputy City Registrar.
• Review and reconcile daily financial accounts from intake staff; ensure all reconciliation is submitted daily.
• Access secure area to assign security paper to staff printing certificates; reconcile usage and return unused paper while following all security protocols.
• Test IT system fixes, updates, and enhancements; report outcomes to IT and BVS leadership.
• Create tickets and report IT issues impacting productivity, including problems with eVital, Documentum, Qmatic, customer kiosks, Microsoft Office, printers, and scanners.
• Use training, professional judgment, and Health Code/BVS policies to resolve issues with customer applications.
• Provide in-person customer support in the lobby (windows, podiums) including critically assessing documents and following up with customers.
• Present complex cases at monthly case-review meetings to share lessons and improve practices.
• Support continuity-of-operations activities during incidents such as storms, pandemics, and other emergencies.

Requirements

• A baccalaureate degree and three years of progressively responsible clerical/administrative experience, one year in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits and four years of progressively responsible clerical/administrative experience (including one year of administrative/supervisory experience); or
• A four-year high school diploma and five years of progressively responsible clerical/administrative experience (including one year of administrative/supervisory experience).
• Education above high school may substitute for general clerical/administrative experience (but not for the required one year of administrative/supervisory experience) at 30 semester credits for 6 months of experience, up to a maximum of 3½ years.

Preferred Skills

• Comfort working in a dynamic environment handling multiple concurrent activities with strong attention to detail.
• Ability to collaborate effectively to meet deadlines and analyze problems in potentially difficult scenarios.
• Knowledge of detailed record-keeping systems.
• Excellent oral, written, administrative, and customer-service skills.
• Strong working knowledge of Microsoft Office (Word, Excel, Access).

Benefits

• Premium-free health insurance plan saving employees over $10K annually (2024 assessment).
• Additional health, fitness, and financial benefits may be available based on the position’s union/benefit fund.
• Public-sector defined-benefit pension plan with steady monthly payments in retirement.
• Tax-deferred savings program.
• Robust Worksite Wellness Program with resources and opportunities to stay healthy.