Review Vacancy
AgencyChildren & Family Services, Office of
TitleCall Center Representative 1
Occupational CategoryOther Professional Careers
Bargaining UnitASU - Administrative Services Unit (CSEA)
Salary RangeFrom $41399 to $50884 Annually
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 high school graduation or equivalency and one year of experience in a position where your primary responsibility was providing customer service** to the general public either in an environment with substantial face-to-face interaction or in a call center environment;
Or 2. thirty college semester credit hours.
**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.
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:
Assist with 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 answer 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 *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. 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.
Name New York State Office of Children and Family Services
Email Address eoajobpostings@ocfs.ny.gov
Address
Street Bureau of Personnel - NLP
52 Washington Street, 231 North
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.