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Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at

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 12/01/17

Applications Due12/11/17

Vacancy ID45821

AgencyTemporary and Disability Assistance, Office of

TitleOffice Assistant 2 (Customer Service)

Occupational CategoryClerical, Secretarial, Office Aide

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $35344 to $43443 Annually

Employment Type Full-Time

Appointment Type Contingent Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

County Albany

Street Address Employment and Income Support Programs

40 N. Pearl Street

City Albany


Zip Code12243

Minimum Qualifications Eligible for a lateral transfer or eligible for a 70.1 transfer by having one year of permanent, competitive service in an appropriate title.

Note: Candidates who are currently on the eligible list for the Office Assistant 2 (Customer Service) in Albany need not submit an application for this posting unless they are applying directly as a result of the transfer qualifications listed above.

Duties Description These two positions will be located within the Employment and Income Support Programs (EISP) area in either the SSI State Supplement Program's (SSP) Customer Support Center (CSC), or the SSP Work Unit.

Customer Support Center (CSC)
The CSC toll free number provides customer service during regular business hours, and receives up to 1,500 calls per day. The incumbent of this position will oversee the following activities:

Managing and directing the daily activities of the CSC team;
• Practicing and ensuring compliance with SSP policies and procedures;
• Monitoring calls, coaching and training operators;
• Ensuring that call information is entered into the SSP application;
• Making sure that the mailing of required forms/letters to SSP recipients takes place;
• Attending, following up and resolving customer complaints;
• Escalating issues to supervisor and/or work units as appropriate.
• Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.

SSP Work Unit
The SSP Congregate Care Work Unit is responsible for ensuring issuance of monthly benefits to approximately 30,000 eligible New York State residents with benefit amounts as high as $694 per month per recipient. The incumbent of the position will oversee the following activities:

• Opening new SSP cases;
• Processing changes reported from various sources (i.e., SDX, client calls, congregate care facilities, financial institutions), updating client records and initiating the case actions;
• Calculating regular, manual and retroactive payments;
• Issuing all program related notices;
• Conducting re-determinations and initiating recoveries;
• Reviewing forms for completeness;
• Requesting information from recipients;
• Responding to recipient requests;
• Entering and retrieving information from the SSP computer system;
• Answering questions from recipients/providers/financial institutions;
• Faxing, mailing, and emailing recipients & vendors; and
• Reviewing activity/exception reports.

Additional Comments You must be a current NYS employee to apply for this position. Full time, contingent permanent/permanent appointments will be made. If certified by Civil Service, mandatory reemployment list candidates must be considered first for appointment to this title.
***Candidates should reference posting #17-174 when submitting your application.*** If submitting electronically, please reference posting #17-174 as part of your subject line.

Some positions may require additional credentials or a background check to verify your identity.

Name Recruitment Unit

Telephone (518) 402-3991

Fax (518) 474-9374

Email Address


Street 40 North Pearl Street, 12B

City Albany

State NY

Zip Code 12243


Notes on ApplyingTo apply, please send a cover letter and resume. Include a current, Civil Service title and grade level and clearly state how you meet the minimum qualifications.

You may be required to provide acceptable proof of education, experience, credential and/or license to demonstrate that you meet the minimum qualifications for appointment to this position.

Applicants will be required to prove their eligibility for employment based upon acceptance of a position in accordance with the Immigration Reform and Control Act of 1986.

If you are a retiree currently receiving benefits, indicate this and the name of the retirement system in your response.

In accordance with state law, Governor’s Executive Order No. 6 and Section 504 of the Federal Rehabilitation Act of 1973, as amended, the NYS Office of Temporary and Disability Assistance does not discriminate against disabled individuals. If you are disabled and require reasonable accommodation at the time of the interview, please contact the Office of Equal Opportunity Development in Albany at (518) 473-8555 or in New York City at (212) 961-8216.

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