NY HELP Yes Agency Children & Family Services, Office of Title Call Center Representative 2 (NY HELPS) Occupational Category Administrative or General Management Salary Grade 14 Bargaining Unit ASU - Administrative Services Unit (CSEA) Salary Range From $56506 to $68630 Annually Employment Type Full-Time Appointment Type Contingent Permanent Jurisdictional Class Competitive Class Travel Percentage 0% 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 County Albany Street Address Human Services Call Center 80 Broadway City Menands State NY Zip Code 12204 Duties Description Duties include but are not limited to: • Supervise a team of Call Center Representative 1s.• Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards.• Perform call taking and electronic functions as needed during peak volume times and for staff coverage• Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate.• Provide technical assistance or training as needed to Call Center Rep 1s.• Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides.• Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling• Approve leave and track time and attendance• Review, monitor and complete staff performance evaluations• Determine and oversee staff assignments• Identify training needs and arrange for provision of training• Manage and direct program activities by setting priorities and deadlines• Additional duties will be discussed in detail during the interview. Minimum Qualifications One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer. This position may be designated 55 b/c and is subject to verification of applicant eligibility. Additional Comments All OCFS employees will receive a generous benefits package, including:Holiday & Paid Time Off• Thirteen (13) paid holidays annually• Up to Thirteen (13) days of paid vacation leave annually• Up to Five (5) days of paid personal leave annually• Up to Thirteen (13) days of paid sick leave annually for PEF• Up to three (3) days of professional leave annually to participate in professional developmentHealth Care Benefits• Eligible employees and dependents can pick from a variety of affordable health insurance programs• Family dental and vision benefits at no additional cost Additional Benefits• New York State Employees’ Retirement System (ERS)Membership• NYS Deferred Compensation• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds• Public Service Loan Forgiveness (PSLF)• And many more.At a future date (within one year of permanent appointment) itis 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 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. 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 Applying Qualified 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.