311 Dispatcher

Breaking Ground • Jamaica, NY

1d • Onsite

About The Position

Reporting to the 311 Dispatch Manager, the 311 Dispatcher is a part of the 24/7 Street to Home Brooklyn and Queens outreach program working to address homelessness and related activity in all of Brooklyn and Queens. The 311 Dispatcher receives incoming 311 calls that are routed to the program from New York City’s main 311 system. The 311 Dispatcher position is a 24/7/365 position and the incumbent will be assigned shifts that are generally broken down as follows 12am-8am, 8am-4pm, and 4pm-12am. The 311 Dispatcher receives calls, document call information, and deploy appropriate outreach response teams. The 311 Dispatcher interacts with callers, New York City’s 311 personnel, employees from the Mayor’s Office, the Department of Homeless Services, and program staff. This position has a 35-hour work week.

Requirements

• Bachelor’s Degree or equivalent experience
• Experience in customer service
• Excellent interpersonal, problem solving, verbal and written skills
• Ability to communicate and work with diverse populations
• Detailed oriented and highly organize
• Excellent computer skills, including proficiency in Microsoft Word and Excel.

Nice To Haves

• Bilingual Spanish/English is preferred
• Familiarity with Access-based databases and the ability to learn new programs are preferred

Responsibilities

• Respond to incoming 311 calls
• Ensure deployment of outreach response team
• Close out 311 calls with the caller and appropriate City agencies
• Record 311 call data
• Complete filing, paperwork, data entry as needed
• As part of a team, achieve performance targets with regards to 311 responses
• Perform other related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level