Promotion Examination Open To All Qualified Employees of the New York State Department of Higher Education Services Corporation

Call Center Representative 2 (Higher Education Services Corporation)

Written Test To Be Held
December 05, 2009
Applications Must Be Submitted or Postmarked By
October 26, 2009

 

Exams Included on This Announcement
Exam Number Exam Title Open to Employees of Salary Salary Grade Fee
36-215 Call Center Representative 2 (Higher Education Services Corporation) Higher Education Services Corp $41,606 G-14 $15

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Minimum Qualifications

On or before December 5, 2009, you must be a qualified employee of the New York State Higher Education Services Corporation and have had three months of permanent competitive or 55 b/55-c service as follows:

Either 1. Call Center Representative 1 (HESC) or Call Center Representative 1 (HESC) (Spanish Language);

Or 2. Agency Services Representative assigned to the Higher Education Services Call Center.

If you were permanently appointed to a qualifying title on or before September 5, 2009, and have served continuously in this title since that date, you are eligible to file for this examination.

Important

If you qualify under 2, you must include with your application an attestation on agency letterhead, signed by your program manager and director of Human Resources Management indicating you meet the specific qualifications as noted. If filing a NYS-APP, attach the verification letter to the form. If filing on the Internet, send the verification letter by mail to the NYS Department of Civil Service, Alfred E. Smith State Office Building, Albany, NY 12239. Attention: S4FXB.

Qualifying Experience for Appointment from the Eligible List

After one year of the service described in the Minimum Qualifications, successful candidates will be qualified for appointment from the eligible list.

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Subject of Examination

There will be a written test which you must pass in order to be considered for appointment. The written test is designed to test for knowledge, skills, and/or abilities in such areas as:

  1. Providing and encouraging good customer service - These questions test for the ability to provide good customer service and to encourage the same in agency staff. Questions will cover such topics as understanding and responding to customers with various needs, perspectives, personalities, and familiarity with agency operations, and acting in a way that both serves the customer and reflects well on your agency.
  2. Office record keeping - These questions test your ability to perform common office record keeping tasks. The test consists of two or more "sets" of questions, each set concerning a different problem. Typical record keeping problems might involve the organization or collation of data from several sources; scheduling; maintaining a record system using running balances; or completion of a table summarizing data using totals, subtotals, averages and percents.
  3. Preparing written material - These questions test for the ability to present information clearly and accurately, and to organize paragraphs logically and comprehensibly. For some questions, you will be given information in two or three sentences followed by four restatements of the information. You must then choose the best version. For other questions, you will be given paragraphs with their sentences out of order. You must then choose, from four suggestions, the best order for the sentences.
  4. Supervision and training - These questions test for the knowledge required by a supervisor to set goals, plan and organize work, train workers in how to do their jobs, and direct workers towards meeting established goals. The supervisory questions cover such areas as assigning and reviewing work, evaluating performance, maintaining work quality, motivating employees, increasing efficiency, and dealing with problems that may arise on the job. The training questions cover such areas as determining the necessity for training, selecting appropriate training methods, and evaluating the effectiveness of training.

If you pass, your seniority credit(s), if any, will be included in the computation of your final score. Rank on the eligible list will be determined after adding any wartime veterans' credits to your final passing score.

Credit for Seniority

Seniority is credited at the rate of one credit for each five-year period (or fraction thereof), excluding the first year of service.

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How To Apply

This announcement is for viewing purposes only.

Additional Information

New York State is an Equal Opportunity Employer

It is the policy of the State of New York to provide for and promote equal opportunity in employment, compensation and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, marital status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.

Religious Accommodation

Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).

Reasonable Accommodations in Testing

In addition, it is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to enjoy equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their applications. Further information is available from the Special Arrangements Unit of the Department of Civil Service at 518-457-2487 [press 2, then press 2] in the Albany area, toll free at 1-877-697-5627 [press 2, then press 2], or via TDD (telecommunications device for the deaf) at 518-457-8480.

Admission to Examination

Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, call 518-474-6470 in the Albany area or toll free at 1-877-697-5627 [press 2, then press 1].

Multiple Examinations Scheduled for the Same Day

With the exception of written tests announced by New York City, if you have applied to take a written test announced by a local jurisdiction (county, town, city) scheduled to be held on the same test date as this written test, you must call 518-474-6470 in the Albany area or toll free at 1-877-697-5627 [press 2, then press 1], no later than two weeks before the test date, to make arrangements for taking all tests at one test site. All tests will be held at the state examination center.

Eligibility for Examination

To be eligible to compete in this examination, you must be employed in the specified department or agency on a permanent or contingent permanent basis in the competitive class, or in the non-competitive class or labor class if specifically noted on this announcement (or be on an appropriate preferred list), and have the specified time in the specified title or salary grade. You may not compete in a test for a title if you are permanently employed in that title (unless you are still on probation) or in a higher direct line of promotion.

Cell Phones or Electronic/Communication Devices at the Test Site

Do not bring cell phones, beepers, headphones, or any electronic or other communication devices to the test site. The use of such devices at the test site in the test room, hallways, restrooms, building, grounds, or other areas could result in your disqualification.

S4/TB2 FXB-tmc
Issued: 9/18/09

This announcement is subject to amendment or cancellation without notice. Do not copy it, or post it to any other site, but link to it instead.

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