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Constituent Services Director

New York City Council Member Brad Lander


Description
The Constituent Services Director for Council Member Brad Lander will work with residents of the 39th District to collectively and individually address problems facing their communities. The person in this role will oversee the District Office's constituent service process, respond to constituent requests for assistance, seek timely and satisfactory responses to constituent requests, and serve as a representative of the Council Member to civic groups and community-based organizations.

Responsibilities:
Oversee the District Office’s constituent service process from intake to closure, including:

-Take calls, emails, letters, and visits from constituents seeking assistance and seek the best possible outcome for solving constituent problems

-Enter cases into “CouncilStat,” a Council- wide constituent service database

-Receive and review all cases entered into CouncilStat

-Directly handle a majority of cases, including:

--Determine an appropriate course of action

--Address issues to relevant City agencies by phone, email, and letter

--Follow-up with relevant City agencies to track progress and ensure resolution

--Provide regular updates to constituents

--Maintain up-to-date records on all cases

-Reassign a minority of cases to two part- time constituent liaisons, as well as undergraduate & graduate interns, and advise on the appropriate course of action

-Supervise the work of those liaisons and interns as it relates to constituent casework

-Monitor all active constituent casework, aggregate results and challenges, and discern trends that warrant coordinated responses

-Work together with the Deputy Chief of Staff to develop and implement strategies, projects, or events that respond to constituent needs

-Work together with representatives of other elected officials on overlapping issues

Serve as a community representative to the residents of the 39th District, including:

-Participate in community meetings and events as a representative for the Council Member

-Follow local press outlets, community bulletins, and online listservs on relevant issues

-Provide assistance to civic groups and community-based organizations as requested

-Manage email inquiries to office’s general email account

Qualifications:
-Bachelor’s degree

-Two years of work experience in the government or not-for-profit sectors, preferably in NYC

-Demonstrated record of problem solving and creative thinking

-Commitment to delivering excellent “customer service”

-Temperament to communicate with a variety of personalities in a tactful, pleasant, and professional manner

-Strong written communication skills

-Ability to exercise discretion and independent judgment in a constantly changing environment

-Regular evenings and occasional weekends required

How TO APPLY:
Please send resume and cover letter to lander@council.nyc.gov

About Organization:
Council Member Lander was elected in November 2009 to represent the 39th District, which includes the neighborhoods of Carroll Gardens, Cobble Hill, Park Slope, Gowanus, Columbia Waterfront, Windsor Terrace, Kensington, and Borough Park.

Named one of “Today's Social Justice Heroes” by The Nation magazine, Lander chairs the Council’s Committee on Rules, Privileges and Ethics, and is the Deputy Leader for Policy. Lander was a founding member and past co-chair of the Council’s Progressive Caucus.


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