Telephone Agent

City of New York • New York City, NY

4d

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. The Client Experience Unit receives and provides Customer Service, fielding approximately 4,000 calls from parents and providers per month. The Client Experience Unit also receives calls from agency stakeholders, including ACS External Affairs, elected officials, advocacy groups and the general public. Provider and program inquiries are generally related to payment discrepancies, inquiries about enrollment, fees, rates, request documents (i.e. W-9 or monthly attendance forms), or to provide an update on provider information. Parent inquiries are generally to obtain information regarding the subsidized child care application process or to inquire about the status of their child care subsidy case. Families also call to obtain DOE information or about transitional child care. The Client Experience Unit Telephone Agent, with latitude to independent judgment and decision-making, has the following responsibilities:

Requirements

• 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
• Education and/or experience which is equivalent to "1" above.

Responsibilities

• Report to Supervisor of the Client Experience Unit.
• Receive calls form the hotline
• 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 Tract
• Attend meetings, trainings, workgroups etc. as scheduled by the Supervisor
• Assist with special assignments as requested by supervisor

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees