311 Dispatcher

Breaking Ground; New York (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

Breaking Ground seeks a dedicated 311 Dispatcher for its outreach program in Brooklyn and Queens. This role involves responding to 311 calls related to homelessness, deploying response teams, and interacting with various city agencies. Ideal candidates are organized, detail-oriented, and have strong interpersonal skills, with a preference for bilingual candidates.

Qualifications

• Bachelor’s Degree or equivalent experience required.
• Experience in customer service is essential.
• Bilingual in Spanish/English is preferred.

Responsibilities

• Respond to incoming 311 calls and document call information.
• Deploy outreach response teams as needed.
• Close out 311 calls with callers and appropriate City agencies.

Skills

Customer service

Interpersonal skills

Problem-solving

Detail-oriented

Bilingual (Spanish/English)

Computer skills

Education

Bachelor’s Degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

Access-based databases

Job description

S2HB Outreach, Brooklyn, New York, United States of America

Job Description

Posted Thursday, June 12, 2025 at 4:00 AM

ABOUT US: - We believe that everyone deserves a home!

Breaking Ground operates nearly 4,000 units of housing across New York City, along with housing in upstate New York and Connecticut. Supportive housing - affordable housing paired with services designed to help people maintain their homes for the long-term - is widely recognized as a proven and cost-effective solution to chronic homelessness.

But we didn't stop at providing housing. Breaking Ground's programs and services help people experiencing street homelessness - especially those who have been on the streets the longest - to come indoors. Through our Street to Home outreach program and transitional housing resources, we help people get, and stay, on the path to a permanent home.

Reporting to the 311 Dispatch Manager, t he 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 receiv e s incoming 311 calls that are routed to the program from New York C ity’s main 311 system. The 311 D ispatch er 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 D ispatcher receive s calls, document call information, and deploy appropriate outreach response teams . The 311 D ispatcher interact s 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to incoming 311 calls
• Ensure deployment of outrea ch response team
• Close out 311 calls with the caller a nd appropriate City agenc ies
• Complete f iling, p aperwork , data entry as needed
• As part of a team, achieve performance targe ts with regards to 311 responses
• Perform other related duties as assigned

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree or equivalent experience
• Experience in customer service
• Excellent interpersonal, problem sol ving, verbal and written skills
• Ability to communicate an d work with diverse populations
• Detailed oriented and highly organize
• Bilingu al Spanish/English is preferred
• Excellent computer skills, including proficienc y in Microsoft Word and Excel.
• Familiarity with Access-based databases and the ability to learn new programs are preferred

S2HB Outreach, Brooklyn, New York, United States of America