INFOLINE AGENT
Core
Answer public calls regarding DSS benefits and programs, verify caller information, and process case updates.
Role type
Client Support Representative (Infoline Agent)
Builds
Information and case status updates for public assistance programs
Domain
Public sector social services
Deliverable
client delivery
Required skills
Phone communication, customer service, data entry, system navigation, case management, form processing
Preferred skills
None stated
Technologies
Welfare Management System (WMS), Paperless Office System (POS), SEAMS, eMedNY, HRA OneViewer, AT-HOME, Fair Fares Web app, ServiceNow, Intranet Quorum (IQ)
Responsibilities
Answer calls about SNAP, CA, Medicaid, Fair Fares NYC, DHS Services, and Rental Assistance; Navigate software to verify demographic info and case status; Process inquiries/complaints via Intranet Quorum; Submit requests to mail application forms and agency pamphlets; Escalate emergency calls to leadership.