Customer Service Liaison

City of New York•New York City, NY

10d•$44,545 - $51,227

About The Position

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 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 35,000 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. One of the main functions of the team is determining eligibility for low income families seeking child care. The borough-based offices are responsible for verifying and re-certifying the eligibility of all low-income families. The team is also responsible for issuing subsidized child care vouchers to assist eligible low-income families with child care payments at private, participating programs, and enrolling new providers. The office of Child Care Operations also staffs a Call Center/Hotline that’s available to families and providers seeking assistance with child care and enrollment support. At the CFWB Child Care Operations reception desk, our staff assists customers with issues regarding child care services. Customers are greeted/assisted in a professional and courteous manner. The staff will address child care issues, check documents and review information in the agency’s databases in order to assist the customer. Staff will, as necessary, call on designated staff from different units within the operation to assist with complex matters that cannot be addressed by the front desk. Reporting to the Provider Inquiry Unit Director, the Customer Service Liaison will assist customers in need of assistance with child care services who visit the CFWB Child Care Ops reception desk. Staff will also address inquiries received via telephone and email. The Customer Service Liaison will liaise with all CFWB Child Care Operations units to further assist these customers.

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.

Responsibilities

Ensure that customers are greeted professionally at the front desk
Triage the area so that customers are served according to their needs
Review all documents provided by customer for accuracy and appropriate handling
Review ACS databases (ACCIS) for customer information
Reach out to CFWB CCOps units designated contacts, for specific unit relate issues
Answer phone calls from customers and provide response/redirect to designated CFWB Ops units
Address customer emails and other correspondences
Redirect customers to other social service agencies and stakeholders as necessary
Scan customer documents as necessary

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