311 Dispatcher

Breaking Ground Housing Opportunities

About Us:

We believe that everyone deserves a home! Breaking Ground operates nearly 4,000 units of housing across New York City, along with housing in upstate New York and Connecticut. Supportive housing - affordable housing paired with services designed to help people maintain their homes for the long-term - is widely recognized as a proven and cost-effective solution to chronic homelessness.

But we didn't stop at providing housing. Breaking Ground's programs and services help people experiencing street homelessness - especially those who have been on the streets the longest - to come indoors. Through our Street to Home outreach program and transitional housing resources, we help people get, and stay, on the path to a permanent home.

Reporting to the 311 Dispatch Manager, the 311 Dispatcher is a part of the 24/7 Street to Home Brooklyn and Queens outreach program working to address homelessness and related activity in all of Brooklyn and Queens. The 311 Dispatcher receives incoming 311 calls that are routed to the program from New York City's main 311 system. The 311 Dispatcher position is a 24/7/365 position and the incumbent will be assigned shifts that are generally broken down as follows 12am-8am, 8am-4pm, and 4pm-12am.

The 311 Dispatcher receives calls, documents call information, and deploys appropriate outreach response teams. The 311 Dispatcher interacts with callers, New York City's 311 personnel, employees from the Mayor's Office, the Department of Homeless Services, and program staff.

This position has a 35-hour work week.

• Respond to incoming 311 calls
• Ensure deployment of outreach response team
• Close out 311 calls with the caller and appropriate City agencies
• Record 311 call data
• Complete filing, paperwork, data entry as needed
• As part of a team, achieve performance targets with regards to 311 responses
• Perform other related duties as assigned

• Bachelor's Degree or equivalent experience
• Experience in customer service
• Excellent interpersonal, problem solving, verbal and written skills
• Ability to communicate and work with diverse populations
• Detailed oriented and highly organized
• Bilingual Spanish/English is preferred
• Excellent computer skills, including proficiency in Microsoft Word and Excel.
• Familiarity with Access-based databases and the ability to learn new programs are preferred

EOE/M/F/Vet/Disabled