CLIENT ADVOCATE

About the role

The Department of Social Services (DSS) is part of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). DSS aims to fight poverty and income inequality by providing essential benefits like Food Assistance and Emergency Rental Assistance. DHS works to prevent and address homelessness through various innovative strategies.

Responsibilities

• Advocate on behalf of clients to resolve inquiries and stop any adverse actions when applicable.
• Provide excellent customer service with active listening and empathetic interactions, handling frustrated callers calmly and reassuringly.
• Research and resolve inquiries using multiple computer systems, including HRA databases like WMS, POS, and IQ, to guide constituents through their issues.
• Liaise with various departments and agencies to take necessary actions on cases and inform constituents of outcomes via phone or letter.
• Review and prioritize inquiries from phone calls and written communications, summarizing findings in organized and clear reports.
• Write and send responses to constituents on behalf of the Mayor and Commissioner using templates in IQ.

Requirements

• A baccalaureate degree and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must be in an administrative capacity.
• An associate degree and four years of satisfactory full-time progressively responsible clerical/administrative experience, including one year of administrative supervisory experience.
• A four-year high school diploma and five years of satisfactory full-time progressively responsible clerical/administrative experience, including one year of administrative supervisory experience.
• Education and/or experience equivalent to the above, with one year of administrative or supervisory experience.
• Eligibility for the 55-a Program for qualified persons with disabilities.

Qualifications

• Must be permanently employed in the Principal Administrative Associate Civil Service Title.

Skills

• Excellent communication and customer service skills.
• Proficiency in multiple computer systems and databases.
• Ability to handle stressful situations and provide calm reassurance.
• Strong organizational and prioritization skills.

Benefits

N/A

Pay

$16.00 - $18.00 per hour

Schedule

Monday-Friday, 9:00 a.m. to 5:00 p.m.

Additional Information

• The City of New York is an inclusive equal opportunity employer.
• New York City residency is generally required within 90 days of appointment.
• For more information on loan forgiveness programs, visit https://studentaid.gov/pslf/.