Review Vacancy
AgencyAttorney General, Office of the
Occupational CategoryClerical, Secretarial, Office Aide
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $48881 to $59542 Annually
Minimum Qualifications Reachable on the Department of Civil Service list for Program Aide, permanent or contingent permanent status as a Program Aide, or eligible for transfer.
Duties Description The Program Aide will be assigned to the Labor Bureau’s intake functions, and will perform tasks that require specific and specialized knowledge of the work of the labor bureau, its intake system and protocols. The incumbent will be provided with clear guidelines as to how to screen complaints and how to route, resolve, and/or assign them based upon analysis of the subject matter and the exercise of sound discretion and decision-making. A considerable amount of independent judgment must be exercised to properly resolve complaints in accordance with various State and federal laws, internal procedures, rules, regulations and guidelines that require interpretation.
The expected tasks are as follows:
• Respond, in various forms (verbal and written), to questions from the general public or others concerning the work of the bureau and its intake protocols.
• Review communications from the public (email, phone message, mailed letters, faxed letters, online complaint forms) to make an initial assessment of subject matter. If additional information is necessary to properly ascertain subject matter, contact complainants to obtain such information.
• Interview members of the public to obtain detailed information regarding complaints made to the bureau in order to determine the best course of action based on the information obtained.
• Use the guidelines and other resources provided to determine whether a complaint falls within the bureau’s jurisdiction or should be referred to another bureau or entity/agency. Make appropriate referrals and recommendations to resolve complaint.
• Inform members of the public who contact our office about our procedures and what to expect as their complaint/inquiry/communication is reviewed and assessed.
• Contact various persons to obtain information to make proper determinations concerning inquiries from the public. This includes individuals both within and outside the Labor Bureau, including Constituent Services and other bureaus within the Attorney General’s office.
• Enter and assign inquiries/complaints from the public into NYMatters (the Attorney General’s electronic case management system). Manage, update and close such complaints/ inquiries.
• Respond to more complex inquiries regarding the bureau’s receipt and handling of complaints from particular individuals or entities.
• Work with bureau attorneys and contact employers about potential resolution of callers’ claims/complaints
• Assist in identifying inquiries/complaints received by the bureau in response to FOIL requests.
• Manage and organize public complaints/inquiries for record-keeping/reporting purposes.
• May develop, maintain and/or update database programs and methods of data analysis (within or external to NYMatters) for the intake system.
• Research laws, rules, statutes, etc. in order to find solutions to complaints received.
• Monitor and evaluate the entry of intake data in NYMatters and assist in correcting problems and errors.
• May assist in the recruitment of employees by answering questions and providing information concerning the particulars of the position, bureau goals and objectives.
• May review employment applications and identify candidates that meet qualifications for job postings.
• May perform initial interviews with candidates to determine qualifications and interest in employment.
• Update and maintain training materials for the position and suggest appropriate changes to protocol.
• Must work collaboratively with supervisors and bureau staff.
Additional Comments Per Office of the Attorney General policy, confirmation of vaccination status is a condition of employment for this position. If you are not fully vaccinated, you may be required to provide negative COVID-19 test results once weekly. The agency will consider religious and reasonable accommodations.
Candidates from diverse backgrounds are encouraged to apply.
The OAG is an equal opportunity employer and is committed to workplace diversity.
Some positions may require additional credentials or a background check to verify your identity.
Name Human Resources Management Bureau
Email Address hr.recruitment@ag.ny.gov
Address
Street Office of the Attorney General, Human Resources Managment Bureau
State Capitol
Notes on ApplyingPlease return cover letter and current resume to HR.Recruitment@ag.ny.gov. Please include Vacancy ID# 121989 in the subject line.