CUSTOMER SERVICE MONITOR

HRA/DEPT OF SOCIAL SERVICES; New York (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

The City of New York Department of Social Services (DSS) administers HEAP in NYC through HRA. The Community Associate will act as a Customer Service Monitor across the City, handling inquiries, assisting customers, and supporting outreach efforts for HEAP and energy assistance programs.

Responsibilities include liaising with HRA units and community organizations, researching inquiries, and training professionals on HEAP procedures.

Qualifications

• 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

• Act as liaison between HRA units, city agencies, customers, and community organizations in order to resolve heat-related problems and process applications.
• Research client inquiries and drafts correspondence accordingly.
• Provide information and technical assistance to individuals, groups or organizations participating in HEAP.
• Provide training on HEAP procedures and the application process for community-based professionals and conduct follow-up activities to ensure appropriate outreach and assistance in the community environment.
• Conduct field visits to HEAP office sites to ensure compliance with procedures.
• Assist the Director, Central Operations in the preparation of flyers, leaflets and other public relations materials on HEAP and energy assistance programs.

Skills

Customer service

Communication

Job description

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 Home Energy Assistance Program (HEAP) is a federally funded block grant program, which provides funds to assist households in meeting their energy costs, energy crisis situations and energy-related home repair. The New York State Office of Temporary and Disability Assistance (NYSOTDA) charges the Human Resources Administration as the administrator of HEAP program throughout the City of New York. HEAP funded programs within HRA include Heatline, Infoline as well as serval support positions in the Central Office for Processing and Management Information Services. Citywide programs are also funded in Department for the Aging (DFTA)and the Department of Youth and Community Development (DYCD).

Under the supervision of the Outreach Coordinator, with some latitude for independent judgement:

The Home Energy Assistance Program (HEAP) is recruiting for one (1) Community Associate, to function as Customer Service Monitor, who will throughout the City, perform the following:

• Act as liaison between HRA units, city agencies, customers, and community organizations in order to resolve heat-related problems and process applications.
• Research client inquiries and drafts correspondence accordingly.
• Provide information and technical assistance to individuals, groups or organizations participating in HEAP.
• Provide training on HEAP procedures and the application process for community-based professionals and conduct follow-up activities to ensure appropriate outreach and assistance in the community environment.
• Conduct field visits to HEAP office sites to ensure compliance with procedures.
• Assist the Director, Central Operations in the preparation of flyers, leaflets and other public relations materials on HEAP and energy assistance programs.

Hours/Shift: Monday – Friday; 9am - 5pm

COMMUNITY ASSOCIATE - 56057

Minimum Qualifications

Qualification 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.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.