Location: Albany,NY, USA
Please note: State agencies that contact job applicants do not usually request personal or financial information via text message or over the phone in connection with your response to a job posting. If you are contacted for such information by these methods, or any other method, please verify the identity of the individual before transmitting such information to that person.
Note: For questions about the job posting, please contact the agency that posted this position by using the contact information provided on the Contact tab for the position.
Review Vacancy
Date Posted 12/09/24
Applications Due12/24/24
Vacancy ID175305
* Basics
* Schedule
* Location
* Job Specifics
* Contact
NY HELPYes
AgencyChildren & Family Services, Office of
TitleCall Center Representative 1 (NY HELPS)
Occupational CategoryOther Professional Careers
Salary Grade09
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $41399 to $50884 Annually
Employment Type Full-Time
Appointment Type Permanent
Jurisdictional Class Competitive Class
Travel Percentage 0%
Workweek Mon-Fri
Hours Per Week 37.5
Workday
From 9 AM
To 5 PM
Flextime allowed? No
Mandatory overtime? Yes
Compressed workweek allowed? No
Telecommuting allowed? Yes
County Albany
Street Address Human Services Call Center
80 Broadway, Suite A
City Menands
StateNY
Zip Code12204
Minimum Qualifications Must have 60 college semester credit hours and one year of work experience in customer service*; OR a high school diploma or GED and two years of work experience in customer service.*
* Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.
Duties Description Assigned to the OCFS' Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers.
Duties include but are not limited to:
Responding to customer inquiries.
Providing information about agencies' programs and services in-person or by telephone.
Explaining and interpreting information by telephone to applicants, clients, and other customers.
Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents.
Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.
Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.
Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons.
Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.
Type correspondence, records and other documents in draft and/or final form.
Additional duties will be discussed in detail during the interview.
Additional Comments All OCFS employees will receive a generous benefits package, including:
Holiday & Paid Time Off
* Thirteen (13) paid holidays annually
* Up to Thirteen (13) days of paid vacation leave annually
* Up to Five (5) days of paid personal leave annually
* Up to Thirteen (13) days of paid sick leave annually for PEF
* Up to three (3) days of professional leave annually to participate in professional development
Health Care Benefits
* Eligible employees and dependents can pick from a variety of affordable health insurance programs
* Family dental and vision benefits at no additional cost
Additional Benefits
* New York State Employees' Retirement System (ERS)Membership
* NYS Deferred Compensation
* Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
* Public Service Loan Forgiveness (PSLF)
* And many more.
At a future date (within one year of permanent appointment) itis expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status without having to compete in an examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
_______________________________________________________________
Background Investigation Requirements:
1) All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee's employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information and may be required to pay any necessary fees.
2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.
3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.
The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS's mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.
Some positions may require additional credentials or a background check to verify your identity.
Name New York State Office of Children and Family Services
Telephone 518-###-####
Fax 518-###-####
Email Address ...@ocfs.ny.gov
Address
Street Bureau of Personnel - SMC
52 Washington Street, 231 North
City Rensselaer
State NY
Zip Code 12144
Notes on ApplyingQualified candidates should e-mail their resume and letter of interest to ...@ocfs.ny.gov You MUST include the Vacancy number of the position in the subject line of your email and/or cover letter to ensure receipt of your application. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.