IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM, WHEN IT BECOMES AVAILABLE, TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.

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

1. Completion of 60 semester credits at an accredited college; or
2. A four-year high school diploma or its educational equivalent and two years 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 decisions concerning eligibility for public assistance or unemployment, health benefits, social security, casualty, property or liability insurance, or 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 representative responsible for making determinations; or
c. Dealing with social service agencies or aiding individuals in solving housing, social, financial or health problems as a community organization representative; 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 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. Examples of unacceptable work experience include, but are not limited to, experience as a token clerk, check-out clerk, sales clerk, teacher's aide, cashier, receptionist or secretary.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.