INFOLINE AGENT (New York)

Infoline Agent

Infoline is HRA's telephone service center, which provides information on HRA's programs to the general public. Infoline uses both an Interactive Voice Response System (IVRS) and live telephone agents who speak to callers directly and are able to provide case specific information. Constituents can call the Infoline telephone service line for information on all HRA programs, including how to apply, emergency assistance, Fair Fares, office locations and case status. Infoline is recruiting for twenty-five (25) Eligibility Specialist IIs to function as Infoline Agents, who will :

• Respond to telephone inquiries from the general public and clients by providing information, including but not limited to eligibility criteria, site locations, phone numbers, program descriptions and benefit status.
• Screen calls and perform a preliminary assessment of callers' needs to determine whether a caller can be serviced by the core information line or s / he requires additional assistance. Refers callers to appropriate programs.
• Data enter caller information, which generates a letter in the clerical support unit, to be sent with applications, informational and / or pamphlets to the caller, or is forwarded to a program area for action.
• Enter / update / retrieve information on an electronic information storage system by operating control consoles / keyboards / other, in order to facilitate clearance / search / verification / other operations.
• Access / update / retrieve information from manual files / sources, in order to facilitate clearance / search / verification / other operations.
• Involve a supervisor and / or Crisis Consultant in calls related to emergency or life-threatening situations.
• Initiate and / or complete paperwork as required.
• Prepare periodic activity reports.

Salary Range : $41,248 $47,435

Hours / Schedule : Monday-Friday 9 : 00 a.m. to 5 : 00 p.m. (STRAIGHT TIME) NO FLEXTIME

Work Location : 92-31 Union Hall Street Jamaica, NY 11433

Eligibility Specialist - 10104

Qualifications :

1. Completion of 30 semester credits at an accredited college or university; or 2. A four high school diploma or its educational equivalent and one year of full-time satisfactory experience in one or more of the following areas; performing the work described below : a. Interviewing, gathering information and / or preparing necessary documentation for the purpose of making recommendations concerning eligibility for public assistance or unemployment, health benefits, social security, insurance, or participation in social services or community programs, and other similar benefits; or b. Performing bookkeeping, bank teller duties, housing office teller duties, purchasing agent, assistant store manager, sales representative responsible for accounts, or customer service duties or a job in which the duties include helping customers with questions or concerns; or c. Dealing with social service agencies, legal representatives, or aiding individuals in navigating housing, social, financial or health problems or application systems; or 3. A satisfactory combination of education and / or experience equivalent to 1 or 2 above. College education may be substituted for the experience in 2 above on the basis that 30 semester credits from an accredited college or university may be substituted for each year of required experience. However, all candidates must have at least a four year high school diploma or its educational equivalent. Special Note Work experience which provides only incidental opportunities to perform the job duties as described in 2a, 2b and 2c above are not acceptable for meeting the minimum qualification requirements.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.