Telephone Agent
: Job Details :

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $43,144 - $49,615.

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.

ACS' Division of Child and Family Well-being (CFWB) designs and executes strategies to support caregivers, children, and communities, so they can thrive and enjoy self-determination. A critical piece of CFWB's portfolio is the operation of the City's subsidized child care voucher system -- one of the largest child care assistance programs in the country. ACS provides vouchers to tens of thousands of low-income and child welfare-involved families, allowing parents and caregivers to access affordable child care at the provider of their choice while they pursue work, education, or training.

The Office of Child Care Operations (CCOPs) provides a range of resources to support access to childcare vouchers for eligible low-income families. These vouchers serve more than 35,000 families across New York City and are used at hundreds of community-based childcare programs and providers. CCOPs has multiple teams that support families applying for care and that provide technical assistance for childcare providers, these teams process hundreds of applications, and inquiries each week.

The Client Experience Unit receives and provides Customer Service, fielding approximately 4,000 calls from parents and providers per month. The Client Experience Unit also receives calls from agency stakeholders, including ACS External Affairs, elected officials, advocacy groups and the general public. Provider and program inquiries are generally related to payment discrepancies, inquiries about enrollment, fees, rates, request documents (i.e. W-9 or monthly attendance forms), or to provide an update on provider information. Parent inquiries are generally to obtain information regarding the subsidized child care application process or to inquire about the status of their child care subsidy case. Families also call to obtain DOE information or about transitional child care.

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 from the hotline

* 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

* Enter calls for research in Work Tract

* Attend meetings, trainings, workgroups etc. as scheduled by the Supervisor

* Assist with special assignments as requested by supervisor

ADDITIONAL INFORMATION:

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.

TO APPLY:

* Please go to www.cityjobs.nyc.gov or www.nyc.gov/ess for current NYC employees and search for Job ID #683299.

* NO PHONE CALLS, FAXES OR PERSONAL INQUIRIES PERMITTED.

* NOTE: ONLY CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.

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

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.