CEU Telephone Agent – take job and shove it in New York

The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community.

ACS’ Division of Child and Family Well-being (CFWB) designs and executes strategies to support caregivers, children, and communities, so they can thrive and enjoy self-determination. A critical piece of CFWB’s portfolio is the operation of the City’s subsidized child care voucher system – one of the largest child care assistance programs in the country. ACS provides vouchers to tens of thousands of low-income and child welfare-involved families, allowing parents and caregivers to access affordable child care at the provider of their choice while they pursue work, education, or training.

The Office of Child Care Operations (CCOPs) provides a range of resources to support access to childcare vouchers for eligible low-income families. These vouchers serve more than 35,000 families across New York City and are used at hundreds of community-based childcare programs and providers. CCOPs has multiple teams that support families applying for care and that provide technical assistance for childcare providers, these teams process hundreds of applications, and inquiries each week.

The Client Experience Unit receives and provides Customer Service, fielding approximately 4,000 calls from parents and providers per month. The Client Experience Unit also receives calls from agency stakeholders, including ACS External Affairs, elected officials, advocacy groups and the general public. Provider and program inquiries are generally related to payment discrepancies, inquiries about enrollment, fees, rates, request documents (i.e. W-9 or monthly attendance forms), or to provide an update on provider information. Parent inquiries are generally to obtain information regarding the subsidized child care application process or to inquire about the status of their child care subsidy case. Families also call to obtain DOE information or about transitional child care.

The Client Experience Unit Telephone Agent, with latitude to independent judgment and decision-making, has the following responsibilities:

• Reports to Supervisor of the Client Experience Unit.
• Receives calls form the hotline
• Make calls to provider/parent etc. to resolve issues
• Respond to parent/provider calls coming through the Client Experience Unit, as needed
• Trouble shoot calls with Supervisors
• Data enter calls for research in Work Tract
• Attend meetings, trainings, workgroups etc. as scheduled by the Supervisor
• Assist with special assignments as requested by supervisor

ADDITIONAL INFO:
Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a
candidate for employment with child-caring responsibilities has been the subject of a child abuse and
maltreatment report.

TO APPLY:
APPLICATIONS MUST BE SUBMITTED ELECTRONICALLY USING ONE OF THE OPTIONS BELOW:
For current city employees, go to Employee Self Service (ESS), Recruiting Activities, Careers and search
for Job ID# 636141.
For all other applicants go to www.nyc.gov/careers and search for Job ID# 636141. Click on the “Apply”
button.