Client Advocate

Responsibilities

• Advocate on behalf of clients to resolve phone or written inquiries regarding DSS/HRA/DHS services
• Provide immediate intervention to stop adverse actions on cases when applicable
• Deliver empathetic customer service to handle frustrated callers in a calm manner
• Research and resolve inquiries using HRA database systems including WMS, POS, and HRA One Viewer
• Liaise with BAC Centers, SNAP Centers, Medicaid offices, and other government agencies
• Prioritize and process telephone calls and written correspondence from the public and elected officials
• Summarize findings and draft formal responses, letters, and memos using the Intranet Quorum (IQ) system

Requirements

• Must be permanent in the Principal Administrative Associate civil service title
• Baccalaureate degree and 3 years of progressive clerical/administrative experience (including 1 year in an administrative/supervisory capacity)
• OR Associate degree and 4 years of progressive clerical/administrative experience (including 1 year in an administrative/supervisory capacity)
• OR High school diploma and 5 years of progressive clerical/administrative experience (including 1 year in an administrative/supervisory capacity)
• Ability to use multiple computer systems and databases
• Strong written and verbal communication skills

About the Company

The Department of Social Services (DSS) comprises the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS), dedicated to fighting poverty and homelessness in New York City.