Position Information

NY HELPYes

AgencyTemporary and Disability Assistance, Office of

TitleOffice Assistant 2 (Customer Service) (NY HELPS)

Occupational CategoryClerical, Secretarial, Office Aide

Salary Grade09

Bargaining UnitASU - Administrative Services Unit (CSEA)

Salary RangeFrom $42641 to $52413 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Non-competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? Yes

Location

County Albany

Street Address Office of Administrative Hearings

40 North Pearl Street

City Albany

StateNY

Zip Code12243

Job Specifics

Duties Description The duties will include, but are not limited to, the following:

• Answer and place calls in a busy call center.

• Rapidly assess what callers need.

• Interview callers, gather necessary information, and identify the purpose of the call.

• Clearly and politely communicate; use interpreters as required.

• Identify callers who are assigned to specific staff members and route to said individuals.

• Deescalate impassioned callers.

• Understand position limitations and when issues cannot be resolved at this level.
• Use training materials to answer questions and resolve problems.

• Identify when a supervisor is required and schedule supervisory call back time range.

• Enter notes in record system outlining information and assistance requested and provided.

• Route issues as directed for resolution.

• Transfer callers to supervisors or others as appropriate.

• Monitor and respond to emails.

• Draft letters using provided templates.

• Amend information in OAH’s record system.

• Review and respond or route as directed written correspondence from public.

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 Albany.

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, or provisional 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 #25068. 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.

Some positions may require additional credentials or a background check to verify your identity.

How to Apply

Name Recruitment Unit

Telephone

Fax (518) 474-9374

Email Address jobpostings@otda.ny.gov

Address

Street 40 North Pearl Street, 12B

City Albany

State NY

Zip Code 12243

 

Notes on ApplyingTo apply, please send a cover letter and resume. Include a current, Civil Service title and grade level and clearly state how you meet the minimum qualifications.

Interested applicants should send an email to Jobpostings@otda.ny.gov and reference posting #25068. DO NOT REFERENCE THE VACANCY ID NUMBER.

You may be required to provide acceptable proof of education, experience, credential and/or license to demonstrate that you meet the minimum qualifications for appointment to this position.

Applicants will be required to prove their eligibility for employment based upon acceptance of a position in accordance with the Immigration Reform and Control Act of 1986.

If you are a retiree currently receiving benefits, indicate this and the name of the retirement system in your response.

In accordance with state law, Governor’s Executive Order No. 6 and Section 504 of the Federal Rehabilitation Act of 1973, as amended, the NYS Office of Temporary and Disability Assistance does not discriminate against disabled individuals. If you are disabled and require reasonable accommodation at the time of the interview, please contact OTDA's designee for reasonable accommodation at (518) 473-6364.