Program Coordinator

Make a difference in the lives of New York City's residents and communities. For over 60 years PSS has performed vital and important work -- through its ten centers and affiliated programs. The agency touches the lives of over 2,000 people each day. As the Community Social Worker, you will be responsible for coordinating supportive services for older adults in one of the many communities that PSS serves. The Social Worker’s role is vital in ensuring effective supportive services are put in place that allows the residents to remain independent, active and to thrive in their home and community.

PROGRAM SUMMARY:

NY Connects Brooklyn operates as part of New York State’s No Wrong Door (NWD) system, designed to ensure that older adults, people with disabilities, caregivers, and families can access long-term services and supports regardless of where they enter the system. NY Connects provides free, confidential, person-centered information and assistance, helping individuals navigate complex service systems related to aging, disability, behavioral health, housing, benefits, and community-based supports.

NY Connects Brooklyn serves as a central access point, coordinating information, referrals, and warm handoffs while prioritizing equity, accessibility, and timely response. The Program Administrative Coordinator plays a foundational role in making this system function effectively on a day-to-day basis.

POSITION OVERVIEW:

The Program Coordinator is a frontline administrative and operations role that ensures consistent, reliable access to NY Connects Brooklyn services. This position serves as the first point of contact for community members seeking assistance and supports the social work and outreach team by maintaining organized workflows, accurate data entry, and seamless communication.

This role is essential to NY Connects’ ability to meet access, responsiveness, and documentation standards outlined in NYC Aging and New York State Office for the Aging guidance, particularly as the program expands in-person services through a Brooklyn-based office and borough-wide satellite locations.

This is a full-time, on-site, non-exempt position reporting to the Program Director of NY Connects Brooklyn.

RESPONSIBILITIES:

Access, Intake Support & No Wrong Door Operations

• Serve as the primary point of entry for NY Connects Brooklyn via phone and in-person walk-ins


• Answer, screen, and triage calls ensuring callers are not turned away or misdirected


• Provide clear, accurate information about NY Connects services, eligibility pathways, and next steps


• Identify when calls or walk-ins require escalation to a social worker for formal Information & Assistance (I&A), follow-ups, or complex needs


• Manage voicemail queues and ensure timely call-backs consistent with NY Connects access standards

Daily Coverage, Scheduling & Service Coordination

• Coordinate daily in-person social work coverage at the Brooklyn NY Connects office to ensure walk-in availability


• Maintain and update schedules for in-office coverage, home visits, satellite office hours (e.g., Council Member offices, community-based partner sites), and outreach and public education activities


• Support extended service hours (e.g., rotating late phone coverage) by coordinating handoffs and ensuring continuity of access


• Serve as a central point of coordination to prevent gaps in coverage and ensure service consistency

Data Entry, Tracking & Documentation Compliance

• Accurately document all calls, walk-ins, and contacts in NY Connects data systems in accordance with program guidance


• Track Information & Assistance touchpoints, follow-ups, and referrals to support accurate unit reporting


• Enter and maintain up-to-date records for community partners, referral agencies, and outreach sites


• Assist program leadership with data quality assurance by flagging missing information, trends, or system issues


• Support compliance with NYC Aging reporting expectations related to access, outreach, and public education

Outreach, Public Education & Satellite Office Support

• Assist with logistical planning and coordination of NY Connects public education workshops and presentations


• Support preparation of materials, sign-in sheets, and tracking tools for outreach and satellite office hours


• Coordinate schedules and materials for satellite office hours across Brooklyn, ensuring staff are prepared and coverage is maintained at the main office


• Collaborate with outreach staff to align office operations with community-based engagement and visibility strategies

Communication, Team Support & Office Operations

• Communicate clearly and professionally with social workers, outreach staff, supervisors, and external partners


• Relay time-sensitive client and operational information to appropriate team members


• Maintain an organized, welcoming, and trauma-informed office environment consistent with NY Connects values


• Support general office operations, including supply management, scheduling systems, and administrative coordination

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree strongly preferred


• Demonstrated experience in administrative support, office coordination, or customer-facing service roles


• Strong organizational, multitasking, and time-management skills


• Excellent written and verbal communication skills


• Proficiency in Microsoft Office (Outlook, Word, Excel)


• Ability to work effectively in a fast-paced, public-facing environment with diverse populations


• Familiarity with aging, disability services, or human services systems a plus


• Bilingual fluency (English/Spanish, English/Chinese, English/Haitian-Creole, or English/Yiddish) highly desirable

EEOC and DEI Statement:

At PSS we are committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, sex, national origin, age, disability, or any other legally protected status. We value diversity and strive to create an inclusive and respectful workplace where all individuals are welcomed, supported, and given the opportunity to thrive.

EOE M/F/D/V