Office Assistant 2 (Customer Service) (NY HELPS)

Description

Duties Description

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

• Respond to in-person appellant and representative inquires in a busy administrative hearing site.
• Interview the appellant and/or representative to gather complete information and identify the purpose of the in-person appearance.
• Process all received documents via scanning, including but not limited to Fair Hearing Requests, evidence, authorization to release information; accurately update appellant and/or representative information in Fair Hearing Information System (FHIS); accept and process mail and ensure mail is routed to the appropriate person/place; record all information in FHIS.
• Communicate with the appellant or representative clearly and politely to explain the process and next steps for the individual.
• Notify the appropriate on-site administrative supervisor or Supervising Hearing Officer when necessary.
• Practicing and ensuring compliance with all Office of Administrative Hearings (OAH) procedures.
• Escalating issues to supervisor and management when appropriate.
• Monitor and respond to in-person appellant and/or representative inquiries.
• Review and make necessary corrections to information in FHIS about dispositions.
• Review and accurately route in-person appellant to the appropriate telephonic or in-person hearing room.
• Respond to incoming correspondence, subpoenas and direct process servers to the appropriate OAH staff.
• Maintenance of satisfactory records of attendance and punctuality as well as adherence with the current telecommuting policy.
• Quality and quantity of work; volume of output and ability to meet the work schedule.
• Supervisory duties: proper motivation and direction of subordinate staff.

Qualifications

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 clerical experience.

Non-competitive Promotion Qualifications

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 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 be a qualified employee of New York State and have one year of permanent competitive or 55-b/55-c service as an office assistant, clerical, or keyboarding title allocated to Grade 6 or higher. Qualifying titles are available at:

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:

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

OR

Reachable on the appropriate eligible list in New York City.

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 these positions. Non-specific submissions may be disqualified from further consideration if the information you provide does not meet the minimum qualifications.

Telecommuting up to 50% may be available in accordance with The Office of Temporary and Disability Assistance policy and can be discussed during the interview.

Interested applicants should send an email with their resume to [email protected] and reference posting #26-032. 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. In alignment with New York State’s Executive Orders 187 and 31, OTDA is committed to advancing diversity, equity, inclusion, and accessibility by fostering an inclusive workplace.