Telephone Agent

City of New York; New York (NY); On-site; USD 45,000 - 80,000; Full time

Job summary

The City of New York's Administration for Children's Services is seeking a Client Experience Unit Telephone Agent in New York City. The role involves handling calls, resolving issues for parents and providers, and data entry for research projects.

You will work under supervision and participate in trainings and meetings to support child welfare services. Qualifications include a high school diploma or equivalent with three years in community work or related duties, or an equivalent combination

Qualifications

• High school graduation or equivalent and three years of experience in community work or related duties.
• Education and/or experience equivalent to above.

Responsibilities

• Report to Supervisor of the Client Experience Unit.
• Receive calls through Genesys Cloud Application
• Make calls to provider/parent etc. to resolve issues
• Respond to parent/provider calls coming through the Client Experience Unit, as needed
• Troubleshoot calls with Supervisors
• Data enter calls for research in Work Track
• Attend meetings, trainings, workgroups etc. as scheduled by the Supervisor
• Assist with special assignments as requested by supervisor

Education

High school diploma or equivalent

Job description

• Job Category: Constituent Services & Community Programs
• Salary Band: $70,000 to $80,000
• Compensation: USD 44,545 - USD 74,134

Job Description

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $44,545- $51,227.00

The Administration for Children's Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement, and programs for youth in the community.

The Division of Child and Family Well-Being (CFWB) works to ensure families and children have the critical supports they need to thrive and exercise self-determination. CFWB leverages concrete resources, stakeholder relationships, and community and family strengths to drive toward greater equity and social justice, reduce disparities and disproportionality - including in the child welfare system -, and create conditions that foster well-being for families and children across New York City. Our work includes the provision of child care assistance; support for caregivers and child-serving professionals to prevent child injury; and investment in community-based approaches.

The Division of Child and Family Well-Being (CFWB) works to ensure families and children have the critical supports they need to thrive and exercise self-determination. CFWB leverages concrete resources, stakeholder relationships, and community and family strengths to drive toward greater equity and social justice, reduce disparities and disproportionality - including in the child welfare system -, and create conditions that foster well-being for families and children across New York City. Our work includes the provision of child care assistance; support for caregivers and child-serving professionals to prevent child injury; and investment in community-based approaches.

The Client Experience Unit Telephone Agent, with latitude to independent judgment and decision-making, has the following responsibilities:

• Report to Supervisor of the Client Experience Unit.
• Receive calls through Genesys Cloud Application
• Make calls to provider/parent etc. to resolve issues
• Respond to parent/provider calls coming through the Client Experience Unit, as needed
• Troubleshoot calls with Supervisors
• Data enter calls for research in Work Track
• Attend meetings, trainings, workgroups etc. as scheduled by the Supervisor
• Assist with special assignments as requested by supervisor

ADDITONAL INFO:

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

The Administration for Children's Services is an equal opportunity employer committed to providing access to all individuals. If you require a reasonable accommodation to participate in the job application or interview process, please contact Simone Campbell at [e-mail] or 212-676-6955.

COMMUNITY ASSOCIATE - 56057

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.

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.