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 looking for an exciting opportunity to make a difference in your community? As a Fair Fares Agent at Infoline in New York City, NY, you will play a vital role in providing essential information about various Human Resources Administration (HRA) programs to the public. Your day-to-day tasks will involve responding to inquiries, conducting preliminary assessments of callers' needs, and guiding them towards the appropriate resources. This role requires a friendly demeanor and excellent communication skills to ensure callers receive accurate information on eligibility criteria, site locations, and benefit statuses. You'll also be responsible for handling sensitive data, entering caller information into our systems, and preparing periodic activity reports. At Infoline, our agents are crucial for connecting constituents to necessary assistance. Whether it's advising on Fair Fares or other program details, every call counts! Join us on this fulfilling journey where you'll help New Yorkers navigate their options while gaining valuable experience in public assistance. If you have a background in customer service, social services, or related fields, plus at least 30 college credits or relevant experience, we'd love to hear from you. Embrace the chance to work in a diverse and inclusive environment that values every team member. Don't miss out!!

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

What does a Fair Fares Agent do at Infoline?

As a Fair Fares Agent at Infoline, you will respond to phone inquiries from the public, providing essential information on eligibility criteria, program descriptions, and benefit statuses. You will assess callers' needs and refer them to the appropriate programs, ensuring they receive the assistance they require.