City of New York
Position
Client Advocate The Office of Constituent Services (OCS) is recruiting for one (1) 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 provide 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 prioritize 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.
Work Location and Schedule
Work Location:
4 World Trade Center, New York, NY 10007
Hours / Schedule:
Monday-Friday, 9:00 a.m. to 5:00 p.m.
Position:
PRINCIPAL ADMINISTRATIVE ASSOC - 10124
Qualifications
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; or 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 3 years.
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.
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Client Advocate The Office of Constituent Services (OCS) is recruiting for one (1) 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 provide 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 prioritize 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.
Work Location and Schedule
Work Location:
4 World Trade Center, New York, NY 10007
Hours / Schedule:
Monday-Friday, 9:00 a.m. to 5:00 p.m.
Position:
PRINCIPAL ADMINISTRATIVE ASSOC - 10124
Qualifications
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; or 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 3 years.
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.
#J-18808-Ljbffr