Telephone Agent

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $44545 - $ 51227.00

The Administration for Childrens Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child juvenile justice ACS oversees detention placement and programs for youth in the community.

The Division of Child and Family Well-Being (CFWB) works to ensure families and children have the critical supports they need to thrive and exercise self-determination. CFWB leverages concrete resources stakeholder relationships and community and family strengths to drive toward greater equity and social justice reduce disparities and disproportionality - including in the child welfare system - and create conditions that foster well-being for families and children across New York City. Our work includes the provision of child care assistance; support for caregivers and child-serving professionals to prevent child injury; and investment in community-based approaches.

The Office of Child Care Operations (CCOPs) provides a range of resources to support access to childcare vouchers for eligible low-income families. These vouchers serve more than 35000 families across New York City and are used at hundreds of community-based childcare programs and providers. CCOPs has multiple teams that support families applying for care and that provide technical assistance for childcare providers these teams process hundreds of applications and inquiries each week.

The Client Experience Unit receives and provides Customer Service fielding approximately 4000 calls from parents and providers per month. The Client Experience Unit also receives calls from agency stakeholders including ACS External Affairs elected officials advocacy groups and the general public. Provider and program inquiries are generally related to payment discrepancies inquiries about enrollment fees rates request documents (i.e. W-9 or monthly attendance forms) or to provide an update on provider information. Parent inquiries are generally to obtain information regarding the subsidized child care application process or to inquire about the status of their child care subsidy case. Families also call to obtain DOE information or about transitional child care.

The Client Experience Unit Telephone Agent with latitude to independent judgment and decision-making has the following responsibilities:

- Report to Supervisor of the Client Experience Unit.
- Receive calls form the hotline
- Make calls to provider/parent etc. to resolve issues
- Respond to parent/provider calls coming through the Client Experience Unit as needed
- Troubleshoot calls with Supervisors
- Data enter calls for research in Work Tract
- Attend meetings trainings workgroups etc. as scheduled by the Supervisor
- Assist with special assignments as requested by supervisor

ADDITONAL INFO:
Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY:
Please go to or for current NYC employees and search for Job ID# 764016.
No phone calls faxes or personal inquiries permitted.
Note: Only candidates under consideration will be contacted

COMMUNITY ASSOCIATE - 56057

Qualifications :

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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

Employment Type :

Full-time