THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $41,887 - $48,170.

The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of New York City’s children and families by providing child welfare, juvenile justice, and early care services. In child welfare, ACS contracts with private nonprofit organizations to support and stabilize families at risk of a crisis through preventive services and provides foster care services for children not able to safely remain at home. Each year, the agency’s Division of Child Protection responds to more than 50,000 reports of suspected child abuse or neglect. In juvenile justice, ACS manages and funds services including detention and placement, intensive community-based alternatives for youth, and support services for families. ACS is also a key part of NYCs early childhood and education continuum, providing childcare assistance to thousands of child welfare involved and low-income children so they can access safe, affordable, quality care.

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 childcare application process or to inquire about the status of their childcare subsidy case. Families also call to obtain DOE information or about transitional childcare.

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 interactive desktop hotline
- Make calls to provider/parent and other agency stakeholders to resolve issues
- Respond to parent/provider calls coming through the Client Experience Unit
- Trouble shoot calls with Supervisors
- Data enter calls which require additional research in Work Track
- Attend meetings, trainings, workgroups scheduled by the Supervisor
- Assist with special assignments as needed
- Provide updates on childcare information
- Increase customer satisfaction with resolution to inquiries

Qualification Requirements
1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or
2. Education and/or experience which is equivalent to "1" above.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

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.