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City of New York Language Access and Public Service Liaison in New York, New York

Job Description

New York City Department of Transportation (DOT)’s hubs the Customer Service, Language Access, and Correspondence unit’s (CSLACU). CSLACU is the central place for resolving customer service complaints and processing correspondence received from DOT’s public facing website, Mayor’s office, 311 Call Center, social media posts and hard copy mails addressed to the Commissioner. In addition, CSLACU facilitates interpretation and translation services to support DOT staff when reaching constituents with Limited English Proficiency (LEP). Local Law 30 (LL30) is New York City’s language access law which improves access to City services and benefits for all New Yorkers including LEP constituents. In accordance with NYC Executive Order 120 and LL30, DOT is mandated to provide meaningful access to LEP New Yorkers, and this is done within the Language Access unit that provides interpretation and translation services to DOT staff who serve LEP constituents. The Language Access Unit is looking for a candidate that will serve as the main point of contact for multilingual contractors and DOT staff to handle translation and interpretation inquiries. Responsibilities include but are not limited to: Process interpretation and translation requests from different DOT units and send them to vendors; Monitor and process translation requests from 311/Agency Response Tracking System (ARTS); Communicate in person and over the phone with DOT units about interpretation and translation issues to ensure equitable delivery of services to LEP New Yorkers; Collect translation cost estimates for Fiscal Officer; Enter, review and maintain the Language Access Data (LAD) system; Coordinate work surrounding document translation revisions with Language Bank volunteers; Monitor Agency Response Tracking System (ARTS) and 311 for all incoming translation requests; Monitor each public service center (PSC) for literature resupply and signage; Coordinate with Graphic and Print shop personnel to produce multilingual literature and signage; Participate at different DOT events online and in person such as Summer Streets; Provide updates on daily work progress, issues and urgent requests; Review SharePoint page and ensure content is relevant to CSLACU; Assist in preparing, sorting and data reviewing for reports submitted to Mayor’s Office and EEO/EDI/MMR quarterly, monthly and annually.

Preference will be given to candidates:

Who possess bilingual or multilingual skills.

Comfortable and willing to interact with the public and upper management.

Proactive, reliable, and able to work with minimum supervision.


Qualification Requirements

  1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or

  2. Education and/or experience which is equivalent to "1" above.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.