APPLICANTS MUST BE PERMANENT IN THE ELIGIBILTY SPECIALIST TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE.
IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM WHEN IT BECOMES AVAILABLE, TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.
The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.
The Office of Constituent Services (OCS) ensures New Yorkers in need receive vital information about essential benefits and programs that are administered by the Department of Social Services (DSS) which includes the Human Resources Administration (HRA) and Department of Homeless Services (DHS). OCS connects with clients, whether it be by phone, written correspondence, or in person, and leads with care and compassion during every interaction and in each contact.
Under the direction of call center leadership, and in keeping with OCS’ mission, the Fair Fares Client Support Representative will be responsible for answering Fair Fares-specific calls to the DSS One Number, providing information about the program, and enrolling eligible low-income consumers to receive discounted subway and bus service.
OCS is recruiting five (5) Eligibility Specialist II's to function as Infoline Agents with the Fair Fares Program (FFP) who will:
- Answer calls from the general public and DSS clients about the Fair Fares NYC program, its benefits and requirements.
- Use customer service and content management software the Fair Fares Web app system, the ServiceNow knowledge base, and more to verify callers’ demographic information and eligibility and provide help with Fair Fares applications.
- Review clients’ application packages for completeness, notify and help clients obtain anything missing from their applications, and finalize and submit completed applications.
- Use Intranet Quorum (IQ) to process inquiries/complaints from clients about their cases.
- Consult supervisors as needed about overall problems and questions that arise during calls and escalate calls of an emergency nature to call center leadership.
Hours/Schedule: 9:00 a.m. to 5:00 p.m./Monday-Friday
ELIGIBILITY SPECIALIST - 10104
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