About this role
Job title: Telephone Agent
The selected candidate will be offered a salary between $44,545- $51,227.00
The Administration for Children’s 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 maltreatment. In 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 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 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 through Genesys Cloud Application
- 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 Track
- Attend meetings, trainings, workgroups etc. as scheduled by the Supervisor
- Assist with special assignments as requested by supervisor
ADDITIONAL INFO:
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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.
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The Administration for Children’s Services is an equal opportunity employer committed to providing access to all individuals.
Qualifications
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Qualification Requirements
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- 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
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- Education and/or experience which is equivalent to "1" above.
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Additional Information
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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.