Yareimy Marcano

Benefit Access - Call Center Representative

Three Call Centers were funded by the NYC Department of Social Services to assist with a backlog of more than 46,000 applications and recertifications for Cash Assistance, which succeeded in helping low-income New Yorkers with quick and easy access to the benefits for which they qualify. As a Call Center Representative, I assisted callers with a wide range of questions and issues pertaining to their Cash Assistance Applications including income and rental assistance, special grants, “One-Shot-Deals”, and case changes. Guidance was provided for what the caller needed to do to successfully complete their application including provide additional information, upload documents, and complete their eligibility interview. I prepared them for their eligibility interview and answered questions about pending applications while counselling the caller not to submit duplicate applications. When indicated, certain cases were escalated to NYC DSS for special assistance to address unique situations requiring individualized review.

• Provided assistance over the phone and in the ACCESS HRA portal to 20-25 calls per day helping them apply for various cash assistance benefits.

• Ability to trouble shoot difficulties, analyze problems, andresolve issues with their applications resulting in successful complete of the application.

• Collaborate with NYC DSS to resolve technical issues on behalf of clients.

• Established knowledge of DSS protocols and benefit eligibility criteria, answered client inquiries, and collaborated with a team of four (4) to ensure that clients had a zero-wait time for assistance.

• Technical skills include the use of Call Center Software, Microsoft Excel, Video Conferencing, and Interpreter Services.

• Referred clients for additional services to address needs beyond the scope of the call center such as medical insurance.

• Developed and implemented comprehensive case management plans to address client needs and goals.
• Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
• Monitored clients' progress and tracked client services to provide crisis interventions.
• Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
• Developed and implemented safety plans for clients at risk of harm to provide protection.
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
• Utilized trauma-informed approach to promote healing and empowerment for clients.
• Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing
• Participate in SHOPP staff training programs, staff meetings, Advisory Committee Meetings and other meetings as assigned.
• Involvement in a supervisory relationship with the PD and accept peer-to-peer supervision.
• Participate in month Enhanced Multi-Disciplinary Team (EMDT) meetings as well the quarterly Elder Task Force Meetings

• Assessed clients' needs and determined eligibility for intake services.
• Answered phone calls and provided new clients with required paperwork to initiate service.
• Maintained accurate, up-to-date client records for reliable reference and communications.
• Completed intake assessment forms and filed clients' charts.
• Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
• Built relationships with community agencies for timely service referrals.
• Provided support to social service clients in navigating available resources.

• Deliver safe and efficient child care services to 2 children ages 6 and 9
• Help children with daily routines such as dressing, toileting, eating and sleeping
• Help with school homework and other activities
• Perform light housekeeping duties and run errands
• Develop activities to keep children engaged
• Other duties as needed, Contacted victims by phone after a police report is filed
• Assisted victims who walk into a precinct seeking assistance
• Helped victims identify and address their most pressing safety concerns
• Assisted victims in developing a safety plan that best meets their individual needs
• Informed victims of their rights and options and link them to available services
• Conducted home visits accompanied by police officers
• Advocated on behalf of clients with various systems, such as criminal justice, housing and public benefits.
• Liaised with members of justice system on behalf of client.

• Assisted victims who walk into a precinct seeking assistance

• Helped victims identify and address their most pressing safety concerns

• Assisted victims in developing a safety plan that best meets their

individual needs

• Informed victims of their rights and options and link them to

available services

• Conducted home visits accompanied by police officers

• Advocated on behalf of clients with various systems, such as criminal

justice, housing and public benefits.

• Developed safety plans to meet victims' assessment of need.

• Accompanied clients to court to clarify processes and procedures.

• Other duties as needed, Contacted victims by phone after a police

report is filed

• Liaised with members of justice system on behalf of client

• Co-taught reading and writing to nine students that struggled with literacy skills/strategies
• Utilized diagnostic assessment data and student files to set goals for implementation into instruction
• Taught comprehension monitoring strategies to students through interactive read aloud using the think-aloud technique
• Implemented Writer’s Workshop into the classroom to teach personal narratives
• Created and led a guided reading group of five students.

• Translated official documents to be disseminated to residents, applicants, and the public accurately from English into Spanish
• Reviewed translated material submitted by vendors or other NYCHA staff edited in for accuracy, grammar, style and consistency English to Spanish
• Collaborated with team members to create standardized terminology and glossary database in Spanish.

• Assisted patients with filling medical forms at the clinic to avoid errors and inaccurate information
• Explain clinical procedures to patients to clear doubts patients might have had
• Inform patients of the various dental services offered by the clinic
• Keep patients’ records from unauthorized persons to ensure their privacy and guaranty their safety.