CCW/Customer Care Worker (SHS661) in New York, NY at Volunteers of America Greater New York

Date Posted: 3/28/2021

Job Snapshot

Job Description

Volunteers of America-Greater New York (VOA-Greater New York) is the local affiliate of the national organization, Volunteers of America, Inc. and is one of the largest providers of human services in the metropolitan New York area. Founded in New York City in 1896 as a charity staffed by volunteers tending to the city’s poor, today VOA-Greater New York has 1,300 paid staff that provide life-changing, often life-saving services through 80 programs in New York City, Westchester County and Northern New Jersey.


VOA-Greater New York services extend to survivors of domestic violence; individuals and families — including veterans — experiencing, or at risk of homelessness; people living with HIV/ AIDS, behavioral health, and substance use issues; adults with developmental and intellectual disabilities; preschoolers with developmental delays; older adults on limited incomes, many with a history of homelessness; and at-risk youth.


VOA-Greater New York expands, and introduces new services in response to community needs. As such, it is at the forefront of building affordable, supportive housing for seniors; providing a service-rich continuum of care for formerly homeless veterans; and expanding its services for those recovering from domestic violence. Battle Buddy Bridge®, a peer counseling program for veterans, and the work VOA-Greater New York is doing to raise awareness of the impact of Moral Injury, are examples of the organization’s responsiveness, creativity and life-altering work.


Many of VOA-Greater New York’s programs are nationally recognized and meet the rigorous standards of accrediting bodies CARF, COA and the NAEYC. Operation Backpack® is the organization’s signature community service campaign that ensures every student who calls a NYC shelter “home” has a new backpack full of supplies in time for the first day of school.


Within program and agency procedures, functioning as a key member of the operations team, the Customer Service Worker meets the needs of the program clients and promotes client participation in services leading to successful graduation to independent living. Customer Service Workers perform a wide variety of tasks including engaging clients in services, protecting client rights, promoting client and co-worker safety, transporting clients to appointments and ensuring client adherence to rules and program activities.


Minimum Qualifications:

Associate’s degree and one year of relevant experience with a similar population or a high school degree or GED with at least two years of relevant experience. Clean and valid driver’s license. Must maintain agency authorized driver status.


Supervisory Role:

This position does not have supervisory responsibilities.


Principal Responsibilities:

The below enumerated principal responsibilities are inclusive of both program specific and firm-wide related administration, as applicable.

  1. Oversee client participation in daily program activities, monitor observance of client’s rights and client adherence to program rules and routines
  2. Escort clients to appointments, manage bed assignments, collect census data, distribute linens and supplies, manage access booth and update log book
  3. Accept new clients in electronic records database
  4. Provide optimal customer service while issuing meal cards, mail, medication, lockers and toiletries
  5. Make scheduled rounds of assigned areas to safeguard clients and property and promote appropriate behavior.
  6. Provide emergency response including crisis management, first aid, CPR and fire response as needed
  7. Complete Incident Reports as outlined by the Program Manual and Funder guidelines. Report any instances of violations of client rights, incidents involving clients’ non-compliance of rules and regulations and any criminal activity promptly to the Operations Manager
  8. Drive agency vehicles to transport clients, if assigned
  9. Perform other related duties as requested.


Expected Results of Principal Responsibilities:

  1. Client participation and activities are monitored and documented
  2. Incumbent is skilled in application of service delivery models
  3. All systems are updated timely and accurately
  4. Program facilities are well supervised and safe. Incidents are appropriately managed
  5. Rounds are completed as scheduled and recorded
  6. If necessary, emergency care is administered and the appropriate authorities are notified
  7. Incident and routine reporting to supervisors are timely and accurate
  8. If assigned, driving duties are performed courteously, efficiently and safely
  9. All other related tasks are completed on time and accurately.


Work Environment:

While performing the duties of the job, the employee will be in an office and transitional housing shelter environment. Activities occur inside and outside.


Physical Demands:

While performing the duties of the job, the employee is regularly required to have visual acuity, talk and hear while communicating with peers and/or vendors. This position requires sitting, standing and walking. The employee must occasionally lift and/or move items up to 20 pounds.



Make a living by making a difference. Apply online today! Volunteers of America is an Equal Opportunity Employer/Vets/Disabled/Other Protected Categories.



Other details

  • Job Family Client Care Worker
  • Pay Type Hourly
  • Required Education High School
  • Job Start Date Monday, January 4, 2021

Apply Now