APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE
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 External Affairs division of DSS tells the story of how our agency, comprised of over 16,000 dedicated individuals, is proudly fighting poverty and homelessness, with care and compassion, every single day.
We do this by engaging New Yorkers in multiple ways. From advertisements on the streets and in the subways, to the responsiveness of our call center operators, we bring every program, every resource, every employee’s hard work to bear in telling our story.
The work we do isn’t easy. New Yorkers come to us in their times of need, seeking assistance to put food on the table, access basic health care, or get a roof over their heads. We know our staff helps people navigate some of life’s most challenging circumstances, and our job is to share with the outside world how our work makes an impact.
Under the direction of the Constituent Communications Supervisor, with considerable latitude for independent action or decision, performs difficult and responsible administrative work by advocation on behalf of the clients to resolve clients’ phone or written inquiries and stop any adverse action taken when applicable, and providing timely notification to clients regarding the outcome of their inquiry. Each Client Advocate processes about 30 telephone inquiries daily and between 10-15 correspondences cases daily. All case inquiries are data entered into the Intranet Quorum (IQ) system for tracking and monitoring.
The Office of Constituent Services (OCS) is recruiting for a Principal Administrative Associate II to function as a Client Advocate, who will:
- Advocate on behalf of clients who call or write to inquire about their case or services with various DSS/HRA/DHS units to ensure all concerns are addressed, proper resolution is obtained and provides effective and immediate intervention to stop any adverse actions on cases when applicable.
- Provide excellent customer service with active and empathetic listening skills and a clear focus on the clients' needs, interacting in a professional manner and handling frustrated callers in a calm, reassuring demeanor.
- Use multiple computer systems to research and resolve inquiries while conversing with callers, using most HRA database systems, including the Welfare Management System (WMS), Paperless Office System (POS), HRA One Viewer, etc., to determine and assist with the next steps to resolve the constituent's issue.
- Liaise with BAC Centers, SNAP Centers, Medicaid offices, HASA, other HRA programs, and other government agencies to take the necessary actions on cases and let the constituent know the outcome by phone or letter.
- Review and prioritizes inquiries received as telephone calls and as written inquiries by email, fax, and mail from participants and applicants, elected officials, and the general public.
- Report findings by summarizing and writing on cases into clearly organized and plainly communicated letters, emails, and memos, including written responses that are sent to constituents on behalf of the Mayor and the Commissioner utilizing templates available in the Intranet Quorum (IQ) system.
4 World Trade Center, New York, NY 10007
Monday-Friday, 9:00 a.m. to 5:00 p.m.
PRINCIPAL ADMINISTRATIVE ASSOC - 10124
1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.
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.
The City of New York is the most iconic and dynamic city on the planet. With a population of more than 8.4 million people, New York is not only the largest city in the United States — it is the academic, cultural, commercial, and financial capital of the world.
City government is filled with opportunities for talented individuals seeking to improve their communities and make a meaningful difference in the lives of their fellow New Yorkers. Every day, the City’s more than 300,000 employees improve infrastructure, provide vital social services, build technology, protect health and safety, and so much more. Join us today at: http://www1.nyc.gov/jobs
The City of New York offers its employees:
• A chance to build the future of this city. New York City government is at the crossroads of where policy, great ideas, city services, and smart urban planning meet the lives and needs of every day New Yorkers.
• Competitive salary and benefits. Hiring packages include a competitive salary, health benefits, various pension plans, employee assistance programs, and individual retirement accounts.
• Diverse career opportunities. As the largest local government in the United States with more than 40 agencies, the City of New York offers a broad spectrum of opportunities — from education, housing development, and public health to sustainability, economic growth, technology, and emergency management.
• Career Satisfaction. As a City employee, you will have the chance to shape the future of New York City and improve the quality of life for your family, neighbors, and fellow New Yorkers.
• Equal Opportunity and Inclusion. The City of New York is an equal opportunity employer that prohibits discriminatory action against City employees and applicants for employment based on their actual or perceived race, color, national origin, ethnicity alienage, citizenship status, gender, religion, creed and all other protected categories.
