Position Information

NY HELPYes

AgencyChildren & Family Services, Office of

TitleCall Center Representative 3 (NY HELPS)

Occupational CategoryOther Professional Careers

Salary Grade17

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $63361 to $80655 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Albany

Street Address Human Services Call Center

80 Broadway

City Menands

StateNY

Zip Code12204

Job Specifics

Duties Description Duties include but are not limited to:

• Provide supervision, guidance and oversight to Representative teams and resolve problems, as necessary.
• Communicate with other staff to plan and review departmental/division/section procedures and activities to include:
o Establish Service Level Objectives
o Implement Recommended changes
o Coordinate and integrate staff training and work schedules
• Monitor work standards and daily call/correspondence volume to track and maintain service levels, meet productivity level objectives and ensure quality control.
• Provide on-going feedback to identify problem areas and methods or techniques for improvement. Recommend solutions to workload problems.
• Assist higher level staff in establishing work and quality control standards and productivity goals.
• Collect and analyze statistical data on production and prepare management reports on call/correspondence volumes, types of calls/correspondence, problems encountered and recommended solutions.
• Determine and oversee staff assignments.
• Approve leave and track time and attendance.
• Review, monitor and complete staff performance evaluations.
• Perform ongoing quality assurance and auditing of the work of assigned units.
• Identify training needs and arrange for provision of training.
• Manage and direct program activities by setting priorities and deadlines.
• Responsible for reporting critical issues.

Minimum Qualifications Transfer: One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer.

Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).***

To be considered for appointment through NY HELPS, candidates must meet the open-competitive minimum qualifications for this position. The qualifications are:

Either 1: A bachelor's degree and two years of full time work experience as a call center agent in a customer call center* in a government agency,** one year of which must have included managing and supervising a unit or program area;

OR 2: Sixty college semester credit hours and three years of full time work experience as a call center agent in a customer call center* in a government agency,** one year of which must have included managing and supervising a unit or program area;

OR 3: A high school diploma or high school equivalency diploma and four years of full time work experience as a call center agent in a customer call center* in a government agency,** one year of which must have included managing and supervising a unit or program area.

*A customer call center is defined as a telephone service facility set up to handle a large number of inbound and/or outbound calls. The specific work experience must have included the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.

**A government agency is defined as a Department, Office, or Commission at the federal, state, county, or municipal level. This includes any unit, bureau, or division in a Department, Office, or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, such as a firm, company, or similar non-governmental entity, that contracts with or provides services to a government agency.

This position may be designated 55 b/c and is subject to verification of applicant eligibility.

Additional Comments ***For the duration of the NY HELPS Program, this title maybe filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.

At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

Background Investigation Requirements:

1) All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information, and may be required to pay any necessary fees.

2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.

3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.

The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff, and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS’s mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.

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

How to Apply

Name New York State Office of Children and Family Services

Telephone 518-473-7936

Fax 518-473-6122

Email Address eoajobpostings@ocfs.ny.gov

Address

Street Bureau of Personnel - SMC

52 Washington Street, 231 North

City Rensselaer

State NY

Zip Code 12144

 

Notes on ApplyingQualified candidates should e-mail their resume and letter of interest to eoajobpostings@ocfs.ny.gov You MUST include the Vacancy number of the position in the subject line of your email and/or cover letter to ensure receipt of your application. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.