Client Advocate for Public Service Impact

NYC Department of Social Services; New York (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

The NYC Department of Social Services seeks a Principal Administrative Associate II to serve as a CLIENT ADVOCATE within the Office of Constituent Services. Under the Constituent Communications Supervisor, you will advocate for clients, resolve inquiries, and intervene to stop adverse actions when applicable.

You will handle about 30 calls and 7–8 correspondences daily, using WMS, POS, HRA One Viewer, and other tools to determine next steps and communicate outcomes to constituents.

Qualifications

• Bachelor’s degree with three years of clerical/administrative experience, including supervisory work.
• Associate degree and four years of clerical/administrative experience with one year supervisory.
• High school diploma and five years of clerical/administrative experience with supervisory experience.
• Equivalent combination of education/experience with one year supervisory requirement.

Responsibilities

• Advocate on behalf of clients and resolve inquiries with various DSS/HRA/DHS units.
• Provide excellent customer service with empathetic listening and professional demeanor.
• Research inquiries using WMS, POS, HRA One Viewer and related systems to guide next steps.
• Liaise with Job Centers, SNAP, Medicaid offices, HASA and other agencies for actions and outcomes.
• Prioritize inquiries and draft clear letters, emails, and memos for constituents.

Skills

Excellent customer service

Empathetic listening

Communication skills

Professional demeanor

Education

Bachelor's degree

Associate degree

High school diploma

Education/experience equivalence

Tools

Welfare Management System (WMS)

Paperless Office System (POS)

IQ system

HRA One Viewer

Job description

The NYC Department of Social Services seeks a Principal Administrative Associate II to serve as a CLIENT ADVOCATE within the Office of Constituent Services. Under the Constituent Communications Supervisor, you will advocate for clients, resolve inquiries, and intervene to stop adverse actions when applicable.

You will handle about 30 calls and 7–8 correspondences daily, using WMS, POS, HRA One Viewer, and other tools to determine next steps and communicate outcomes to constituents.