Job details

FAIR FARES AGENT

Job Description

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.

OCS is recruiting for three (3) Eligibility Specialist II to function as Infoline/Fair Fares 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. Refer callers to
appropriate programs.

- Data enter caller information, which generates a letter in the clerical support unit, to be sent with
applications, informationals 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:
$42,485.00 - $48,858.00

Work Location:
92-31 Union Hall Street, Jamaica, NY or 2500 Halsey Street, Bronx, NY

Hours/Schedule:
M-F, 9:30-5:30

Qualifications

1. Completion of 30 semester credits at an accredited college or university; or
2. A four high school diploma or its educational equivalent and one year 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 recommendations concerning eligibility for public assistance or unemployment, health benefits, social security, insurance, or participation in social services or community programs, and 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 duties or a job in which the duties include helping customers with questions or concerns; or
c. Dealing with social service agencies, legal representatives, or aiding individuals in navigating housing, social, financial or health problems or application systems; 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 or university 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.

Additional Information

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.

Average salary estimate

$45671.5 / YEARLY (est.)

min

max

$42485K

$48858K

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What You Should Know About FAIR FARES AGENT, City of New York

Are you passionate about helping others and providing essential information to the public? In that case, joining Infoline as a Fair Fares Agent in New York City might be your perfect fit! In this dynamic role with the Office of Community Services (OCS), you will be the voice of support for individuals seeking assistance regarding HRA programs, including Fair Fares. You'll engage with callers directly, responding to their inquiries and guiding them through eligibility criteria and available resources. Each call is an opportunity to make a difference, as you will screen inquiries to quickly assess their needs and refer them to appropriate programs. Your communication skills will shine as you enter caller details into our electronic system to ensure accurate record-keeping while generating helpful paperwork for our clients. Plus, during emergency situations, your collaboration with supervisors and Crisis Consultants ensures callers receive immediate and effective assistance. With a standard Monday to Friday schedule from 9:30 AM to 5:30 PM, this role offers a great work-life balance, along with a competitive salary range of $42,485 to $48,858. If you're equipped with at least a high school diploma or equivalent and a year of relevant experience, this could be an exciting new chapter in your career. Join us in making a positive impact in the lives of New Yorkers today!

Frequently Asked Questions (FAQs) for FAIR FARES AGENT Role at City of New York

What does a Fair Fares Agent at Infoline do?

As a Fair Fares Agent at Infoline, your primary responsibility is to respond to telephone inquiries from the public, providing valuable information about HRA programs. You'll assist callers with eligibility criteria, site locations, and benefit statuses, ensuring they receive the support they need. Your role also involves screening calls to assess caller requirements and entering information into our systems for accurate record-keeping.