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Review Vacancy

Date Posted 12/01/22

Applications Due12/16/22

Vacancy ID117741

AgencyChildren & Family Services, Office of

TitleCall Center Representative 1

Occupational CategoryOther Professional Careers

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $39022 to $47968 Annually

Employment Type Full-Time

Appointment Type Provisional

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 6 AM

To 6 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

County Albany

Street Address Human Services Call Center

80 Broadway, Suite A

City Menands

StateNY

Zip Code12204

Minimum Qualifications One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer.
Provisional:
Sixty college semester credit hours and one year of work experience in customer service;**
Or
A high school diploma or GED AND two years of work experience in customer service.**
**Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.
Examples of Qualifying work experiences include, but are not limited to: call center agent, customer service representative, product sales representative, bank teller, or telemarketer.
Examples of Non-Qualifying work experiences include, but are not limited to: teacher, direct care worker, cashier, fast food or restaurant worker, front line retail worker (store associate), day care worker, mechanic, barber or hair stylist, security guard, or provider of correctional services.

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

Duties Description Assigned to the OCFS’ Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers.

Duties include but are not limited to:

Responding to customer inquiries.

Providing information about agencies’ programs and services in-person or by telephone.

Explaining and interpreting information by telephone to applicants, clients, and other customers.

Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents.

Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.

Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.

Drafting correspondence in reply to in-per and telephone requests from clients, applicants and other persons.

Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.

Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.

Type correspondence, records and other documents in draft and/or final form.

Additional duties will be discussed in detail during the interview.

Additional Comments 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. 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.

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 Office of Employee Relations at (518) 474-6988 or via email at info@oer.ny.gov.

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

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 - NLP

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.

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