What are the responsibilities and job description for the Office Assistant 2 (Customer Service) (NY HELPS) position at NYS Office of Temporary & Disability Assistance?
Description
Duties Description
The duties will also include, but are not limited to, the following:
Minimum Qualifications
NY HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide program (NY HELPS). For the duration of the NY HELPS Program, candidates may be hired via a non-competitive appointment if they meet the below NY HELPS minimum qualifications.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
Non-competitive Qualifications
One year of experience where most work time is spent performing various communication tasks centered on customer service, and primarily, but not exclusively, deal with the general public.
OR
55 B/C: This position is eligible for 55b/c appointment, and candidates with 55b/c eligibility are encouraged to apply. To be eligible for a 55b/c appointment, candidate must be currently enrolled in the Civil Service 55b/c program and must meet the minimum qualifications listed above. Information about the 55b/c program can be found here: https://www.cs.ny.gov/rp55/.
Competitive Qualifications
Eligible for a lateral transfer or eligible for transfer under Section 70.1 of the Civil Service Law by having one year of permanent competitive service in an appropriate title. Information regarding transfer eligibility is available on the Civil Service Career Mobility Office website at https://careermobilityoffice.cs.ny.gov/cmo/gotit/.
OR
Reachable on the appropriate eligible list in New York City.
OR
Promotional/Provisional Qualifications: One-year permanent competitive service in an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher. Qualifying titles are available at: https://www.cs.ny.gov/examannouncements/announcements/38687titles.cfm
Non-Competitive Promotion: In accordance with Section 52.7 of the Civil Service Law, this notice advises all employees of the Office of Temporary and Disability Assistance (OTDA) of our option to conduct a non-competitive promotional examination for the position of Office Assistant 2 (Customer Service) at OTDA. If three or fewer interested and qualified promotional candidates respond to this notice, the agency may, at its discretion, nominate a qualified employee for non-competitive promotion.
To qualify, the candidate must have one-year permanent competitive service in an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher. Qualifying titles are available at: https://www.cs.ny.gov/examannouncements/announcements/38687titles.cfm
Additional Comments
Full-time permanent appointments will be made. If certified by Civil Service, mandatory reemployment list candidates must be considered first for appointment to this title. Candidates must be legally authorized to work in the United States.
Your resume must indicate how you meet the minimum qualifications for this position. Non-specific submissions may be disqualified from further consideration if the information you provide does not meet the minimum qualifications.
Interested applicants should send an email with their resume to Jobpostings@otda.ny.gov and reference posting #25018. DO NOT REFERENCE THE VACANCY ID NUMBER.
NYS OTDA seeks to promote a diverse workforce that is a representation of the various cultures, voices, backgrounds, ideas, and talents of the citizens and communities that we serve. We actively solicit and encourage applications from Black, Indigenous, and People of Color (“BIPOC”); LGBTQIA individuals; women; people with disabilities; and military veterans.
Duties Description
The duties will also include, but are not limited to, the following:
- Answer calls in a busy call center.
- Interview the caller to gather complete information and identify the purpose of the call.
- Communicate with the caller clearly and politely to explain the process and next steps for the caller.
- Redirect call to proper subject matter expert queue.
- Practicing and ensuring compliance with OAH procedures.
- Escalating issues to supervisor and management when appropriate.
- Monitor and respond to inquiries in Unit's shared mailbox.
- Review and make necessary corrections to information in the Fair Hearing Information System about dispositions.
- Review and accurately route incoming faxes via the "Faxinator" computer program.
- Process incoming correspondence and quoting to appropriate OAH staff.
Minimum Qualifications
NY HELPS: This title is part of the New York Hiring for Emergency Limited Placement Statewide program (NY HELPS). For the duration of the NY HELPS Program, candidates may be hired via a non-competitive appointment if they meet the below NY HELPS minimum qualifications.
At a future date (within one year of permanent appointment), it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
Non-competitive Qualifications
One year of experience where most work time is spent performing various communication tasks centered on customer service, and primarily, but not exclusively, deal with the general public.
OR
55 B/C: This position is eligible for 55b/c appointment, and candidates with 55b/c eligibility are encouraged to apply. To be eligible for a 55b/c appointment, candidate must be currently enrolled in the Civil Service 55b/c program and must meet the minimum qualifications listed above. Information about the 55b/c program can be found here: https://www.cs.ny.gov/rp55/.
Competitive Qualifications
Eligible for a lateral transfer or eligible for transfer under Section 70.1 of the Civil Service Law by having one year of permanent competitive service in an appropriate title. Information regarding transfer eligibility is available on the Civil Service Career Mobility Office website at https://careermobilityoffice.cs.ny.gov/cmo/gotit/.
OR
Reachable on the appropriate eligible list in New York City.
OR
Promotional/Provisional Qualifications: One-year permanent competitive service in an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher. Qualifying titles are available at: https://www.cs.ny.gov/examannouncements/announcements/38687titles.cfm
Non-Competitive Promotion: In accordance with Section 52.7 of the Civil Service Law, this notice advises all employees of the Office of Temporary and Disability Assistance (OTDA) of our option to conduct a non-competitive promotional examination for the position of Office Assistant 2 (Customer Service) at OTDA. If three or fewer interested and qualified promotional candidates respond to this notice, the agency may, at its discretion, nominate a qualified employee for non-competitive promotion.
To qualify, the candidate must have one-year permanent competitive service in an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher. Qualifying titles are available at: https://www.cs.ny.gov/examannouncements/announcements/38687titles.cfm
Additional Comments
Full-time permanent appointments will be made. If certified by Civil Service, mandatory reemployment list candidates must be considered first for appointment to this title. Candidates must be legally authorized to work in the United States.
Your resume must indicate how you meet the minimum qualifications for this position. Non-specific submissions may be disqualified from further consideration if the information you provide does not meet the minimum qualifications.
Interested applicants should send an email with their resume to Jobpostings@otda.ny.gov and reference posting #25018. DO NOT REFERENCE THE VACANCY ID NUMBER.
NYS OTDA seeks to promote a diverse workforce that is a representation of the various cultures, voices, backgrounds, ideas, and talents of the citizens and communities that we serve. We actively solicit and encourage applications from Black, Indigenous, and People of Color (“BIPOC”); LGBTQIA individuals; women; people with disabilities; and military veterans.
Salary : $41,399 - $50,884
