Call Center Representative 1 (Permanent) (NY HELPS)

NY HELPS

Agency Children & Family Services, Office of

Title Call Center Representative 1 (Permanent) (NY HELPS)

Occupational Category Other Professional Careers

Salary Grade 09

Bargaining Unit ASU - Administrative Services Unit (CSEA)

Salary Range From $44560 to $54773 Annually

Employment Type Full-Time

Appointment Type Permanent

Internship No

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday From 8 AM To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Human Services Call Center 80 Broadway Suite A

City Menands

State NY

Zip Code 12204

Duties Description Assigned to the OCFS’ Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers.

Duties include but are not limited to:

• Responding to customer inquiries.
• Providing information about agencies’ programs and services in-person or by telephone.
• Explaining and interpreting information by telephone to applicants, clients, and other customers.
• Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents.
• Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.
• Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.
• Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons.
• Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
• Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.
• Type correspondence, records and other documents in draft and/or final form.
• Additional duties will be discussed in detail during the interview.

Minimum Qualifications

Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

• Must have 60 college semester credit hours and one year of work experience in customer service; OR a high school diploma or GED and two years of work experience in customer service.

• Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.

• Additional Comments Core operating hours for office-based positions within the agency are 8-5. Exact shift within that timeframe will be discussed at the time of the interview.

• NY HELPS This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). To be considered for appointment through NY HELPS, candidates must meet the open-competitive minimum qualifications for this position. For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

• It is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Background Investigation Requirements:

• 1. All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information and may be required to pay any necessary fees.
• 2. All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.
• 3. For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.

The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff, and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS’s mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.

Some positions may require additional credentials or a background check to verify your identity.

Notes on Applying Qualified candidates should e-mail their resume and letter of interest to [email protected] You MUST include the Vacancy number of the position in the subject line of your email and/or cover letter to ensure receipt of your application. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.

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