FAIR FARES AGENT

About the role

The Department of Social Services (DSS) comprises the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA fights poverty and income inequality by providing essential benefits such as Food Assistance and Emergency Rental Assistance. DHS prevents and addresses homelessness through innovative strategies to help families and individuals exit shelter and return to self‑sufficiency. The Office of Constituent Services (OCS) ensures New Yorkers receive vital information about DSS‑administered benefits and programs, connecting with clients by phone, written correspondence, or in person with care and compassion.

Under the direction of call center leadership, the Fair Fares Client Support Representative answers Fair Fares‑specific calls to the DSS OneNumber, provides program information, and enrolls eligible low‑income consumers for discounted subway and bus service. This position requires working at a specified location with a pre‑determined straight schedule.

Eligibility requirements

Applicants must be permanent in the Eligibility Specialist title or permanent in a comparable title eligible for a 6.1.9 title change. If hired provisionally, you must take and pass the civil service exam when it becomes available to remain eligible for continued employment.

Responsibilities

• 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 — including the Fair Fares Web app system and the ServiceNow knowledge base — to verify callers’ demographic information and eligibility, and assist with Fair Fares applications.
• Review clients’ application packages for completeness, notify and help clients obtain missing items, and finalize and submit completed applications.
• Navigate Intranet Quorum (IQ) to process inquiries and complaints from clients about their cases.
• Consult supervisors as needed about overall problems and questions that arise during calls; escalate emergency‑nature calls to call center leadership.

Work location

92‑31 Union Hall St, Jamaica, NY 11433

Minimum qualifications

• Completion of 30 semester credits at an accredited college or university; or
• A four‑year high school diploma (or equivalent) and one year of full‑time satisfactory experience in one or more of the following areas:
  • Interviewing, gathering information, and/or preparing documentation for eligibility determinations for public assistance, unemployment, health benefits, social security, insurance, social services, community programs, or similar benefits.
  • Performing bookkeeping, bank teller duties, housing office teller duties, purchasing agent, assistant store manager, sales representative responsible for accounts, or customer service duties involving helping customers with questions or concerns.
  • Dealing with social service agencies, legal representatives, or aiding individuals in navigating housing, social, financial, or health problems or application systems.
• A satisfactory combination of education and/or experience equivalent to the above. College education may substitute for experience on the basis of 30 semester credits per year of required experience. All candidates must have at least a four‑year high school diploma or equivalent.

Special note: Work experience providing only incidental opportunities to perform the duties described above is not acceptable for meeting the minimum qualification requirements.

Preferred skills

• Excellent communication skills: verbal, written, and active listening.
• Ability to balance attention to detail with efficient execution in a fast‑paced environment.
• Ability to maintain confidentiality and handle sensitive information.
• Strong problem‑solving skills and organizational abilities.
• Knowledge of Microsoft Office Suite.
• Experience with customer service software (a plus).
• Customer‑facing experience, preferably in a call center setting (a plus).
• Experience with public assistance, legal assistance, social services, or community programs (a plus).

Additional information

• 55‑a Program: This position is open to qualified persons with a disability eligible for the 55‑a Program. Indicate on your resume and cover letter that you wish to be considered through this program.
• Public Service Loan Forgiveness: As a City of New York employee, you may be eligible for federal loan forgiveness and state repayment assistance programs. Visit studentaid.gov/pslf for details.
• Residency requirement: New York City residency is generally required within 90 days of appointment. City employees in certain titles with two continuous years of service may be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. Discuss specifics with the agency representative at interview.