Telephone Agent
Telephone Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $43144 $49615.
The Administration for Childrens Services (ACS) protects and promotes the safety and wellbeing of children and families through child welfare and juvenile justice services and community supports. ACS manages communitybased 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 Wellbeing (CFWB) designs and executes strategies to support caregivers children and communities so they can thrive and enjoy selfdetermination. A critical piece of CFWBs portfolio is the operation of the Citys subsidized child care voucher system one of the largest child care assistance programs in the country. ACS provides vouchers to tens of thousands of lowincome and child welfareinvolved 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 lowincome families. These vouchers serve more than 35000 families across New York City and are used at hundreds of communitybased 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 4000 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. W9 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 decisionmaking 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 424A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with childcaring responsibilities has been the subject of a child abuse and maltreatment report.
TO APPLY:
Please go to or 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.
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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
