INFOLINE AGENT

NYC Department of Social Services; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

The Department of Social Services (DSS) in New York City seeks an Eligibility Specialist to answer calls, verify demographics, and provide information on benefits such as SNAP, Medicaid, and Rental Assistance. The role supports the Office of Constituent Services in delivering compassionate, accurate guidance.

Candidates must meet the minimum education requirements and have strong communication skills, confidentiality, and experience with public assistance programs.

Qualifications

• Completion of 30 semester credits at an accredited college or university.
• A four year high school diploma or equivalent and one year of relevant experience.
• Experience in interviewing and determining eligibility for public assistance or related programs.
• Combination of education and experience as described above may be substituted.

Responsibilities

• Answer calls from the general public and DSS clients about benefits and programs.
• Verify callers’ demographic information and case status in systems listed.
• Provide information about programs, eligibility, and benefits; enter case updates as needed.
• Consult supervisors on issues and escalate emergencies when appropriate.

Skills

Communication skills

Active listening

Confidentiality

MS Office

Customer service software

Call center experience

Public assistance experience

Education

High school diploma or equivalent

30 semester credits

Job description

APPLICANTS MUST BE PERMANENT IN THE ELIGIBILITY 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 to assist in meeting OCS’ mission, the Client Support Representative will be responsible for answering calls to the DSS OneNumber, which provides information on DSS’s programs and benefits. The Client Support Representative will address the needs of callers by providing case information, and helping with inquiries about everything from the status of applications for emergency assistance to the location of help centers and offices.

• Answer calls from the general public and DSS clients about benefits and programs including, but not limited to, SNAP, CA, Medicaid, Fair Fares NYC, DHS Services, and Rental Assistance programs.
• Navigate customer service and content management software-Welfare Management System (WMS), Paperless Office System (POS), Self-Sufficiency Employment Assessment Management System (SEAMS), eMedNY, HRA OneViewer, AT-HOME, Fair Fares Web app system, and the ServiceNow knowledge base, and more to verify callers’ demographic information and case status, provide them with help regarding programs, eligibility, and benefits, and enter case update requests as needed.
• Use Intranet Quorum (IQ) to process inquiries/complaints that require further action by specific program areas, and to search for resolutions to past inquiries/complaints.
• Submit requests to mail various application/recertification forms, budget letters, and agency pamphlets to clients.
• Consult supervisors as needed about overall problems and questions that arise during calls and elevate calls of an emergency nature to call center leadership.

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

ELIGIBILITY SPECIALIST - 10104

Minimum Qualifications

• 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:
• 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
• 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
• 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.

Preferred Skills

• Excellent communication skills: verbal, written and active listening. - Ability to balance attention to detail with efficient execution in a fast-paced environment. - Ability to maintain confidentiality and handle sensitive information. - Strong problem-solving skills and organizational abilities. - Knowledge of Microsoft Office Suite. - Experience with customer service software is a plus. - Customer-facing experience, preferably in a call center setting is a plus. - Experience with public assistance, legal assistance, social services, or community programs is a plus.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

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.