Client Advocate

City of New York • New York, NY

3d • Onsite

About The Position

The External Affairs division of DSS tells the story of how our agency, comprised of over 16,000 dedicated individuals, is proudly fighting poverty and homelessness, with care and compassion, every single day. We do this by engaging New Yorkers in multiple ways. From advertisements on the streets and in the subways, to the responsiveness of our call center operators, we bring every program, every resource, every employee’s hard work to bear in telling our story. The work we do isn’t easy. New Yorkers come to us in their times of need, seeking assistance to put food on the table, access basic health care, or get a roof over their heads. We know our staff helps people navigate some of life’s most challenging circumstances, and our job is to share with the outside world howour work makes an impact. The Office of Constituent Services (OCS) connects New Yorkers in need with vital services and programs through call centers and other information. Under the direction of the Constituent Communications Supervisor, with considerable latitude for independent action or decision, performs difficult and responsible administrative work by advocation on behalf of the clients to resolve clients’ phone or written inquiries and stop any adverse action taken when applicable, and providing timely notification to clients regarding the outcome of their inquiry. Each Client Advocate processes about 30 telephone inquiries daily and between 10-15 correspondences cases daily. All case inquiries are data entered into the Intranet Quorum (IQ) system for tracking and monitoring. The Office of Constituent Services (OCS) is recruiting for one (1) Principal Administrative Associate II to function as a CLIENT ADVOCATE, who will:

Requirements

• APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE
• 1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• 2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
• 3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
• 4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Responsibilities

• Advocate on behalf of clients who call or write to inquire about their case or services with various DSS/HRA/DHS units to ensure all concerns are addressed, proper resolution is obtained and provides effective and immediate intervention to stop any adverse actions on cases when applicable.
• Provide excellent customer service with active and empathetic listening skills and a clear focus on the clients' needs, interacting in a professional manner and handling frustrated callers in a calm, reassuring demeanor.
• Use multiple computer systems to research and resolve inquiries while conversing with callers, using most HRA database systems, including the Welfare Management System (WMS), Paperless Office System (POS), HRA One Viewer, etc., to determine and assist with the next steps to resolve the constituent's issue.
• Liaise with BAC Centers, SNAP Centers, Medicaid offices, HASA, other HRA programs, and other government agencies to take the necessary actions on cases and let the constituent know the outcome by phone or letter.
• Review and prioritize inquiries received as telephone calls and as written inquiries by email, fax, and mail from participants and applicants, elected officials, and the general public.
• Report findings by summarizing and writing on cases into clearly organized and plainly communicated letters, emails, and memos, including written responses that are sent to constituents on behalf of the Mayor and the Commissioner utilizing templates available in the Intranet Quorum (IQ) system.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees