INFOLINE AGENT

About the role

APPLICANTS MUST BE PERMANENT IN THE ELIGIBILTY SPECIALIST TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE.

IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM WHEN IT BECOMES AVAILABLE, TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

The Office of Constituent Services (OCS) ensures New Yorkers in need receive vital information about essential benefits and programs that are administered by the Department of Social Services (DSS) which includes the Human Resources Administration (HRA) and Department of Homeless Services (DHS). OCS connects with clients, whether it be by phone, written correspondence, or in person, and leads with care and compassion during every interaction and in each contact.

Under the direction of call center leadership, and in keeping with OCS’ mission, the Fair Fares Client Support Representative will be responsible for answering Fair Fares-specific calls to the DSS One Number, providing information about the program, and enrolling eligible low-income consumers to receive discounted subway and bus service.

OCS is recruiting five (5) Eligibility Specialist II's to function as Infoline Agents with the Fair Fares Program (FFP) who will:

• Answer calls from the general public and DSS clients about the Fair Fares NYC program, its benefits and requirements.
• Use customer service and content management software the Fair Fares Web app system, the ServiceNow knowledge base, and more to verify callers’ demographic information and eligibility and provide help with Fair Fares applications.
• Review clients’ application packages for completeness, notify and help clients obtain anything missing from their applications, and finalize and submit completed applications.
• Use Intranet Quorum (IQ) to process inquiries/complaints from clients about their cases.
• Consult supervisors as needed about overall problems and questions that arise during calls and escalate calls of an emergency nature to call center leadership.

Hours/Schedule: 9:30 a.m. to 5:30 p.m./Monday-Friday

Qualifications & Requirements

• Completion of 30 semester credits at an accredited college or university; or
• A four high school diploma or its educational equivalent and one year of full-time satisfactory experience in one or more of the following areas; performing the work described below:

Additional information

a. Interviewing, gathering information and/or preparing necessary documentation for the purpose of making recommendations concerning eligibility for public assistance or unemployment, health benefits, social security, insurance, or participation in social services or community programs, and other similar benefits; or b.

Performing bookkeeping, bank teller duties, housing office teller duties, purchasing agent, assistant store manager, sales representative responsible for accounts, or customer service duties or a job in which the duties include helping customers with questions or concerns; or c.

Dealing with social service agencies, legal representatives, or aiding individuals in navigating housing, social, financial or health problems or application systems; or

• A satisfactory combination of education and/or experience equivalent to "1" or "2" above. College education may be substituted for the experience in "2" above on the basis that 30 semester credits from an accredited college or university may be substituted for each year of required experience. However, all candidates must have at least a four year high school diploma or its educational equivalent.

Special Note

Work experience which provides only incidental opportunities to perform the job duties as described in "2a", "2b" and "2c" above are not acceptable for meeting the minimum qualification requirements.