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The U.S. economy continues to improve and the unemployment rate is decreasing, reaching a seven-year low of 5.2 percent in New York City in September, according to the New York State Department of Labor. But many people are still looking for a job or seeking a better one, which can be a stressful and time-consuming process. Lured by advertisements and the promise of work, some turn to an employment agency for help.

The New York City Department of Consumer Affairs (DCA), which I serve as Commissioner, licenses and regulates employment agencies. While we are very vigilant in our protection of job seekers, with such a high demand for services and many people desperately in need of work, there are inevitably those who try to take advantage of vulnerable individuals. This has led to a proliferation of predatory employment agencies that exploit the unemployed or underemployed who are trying their best to provide for their families.

One of these individuals was Rosa. After paying $125 to an employment agency, the agency sent her to a laundromat that they claimed was looking for workers. However, when Rosa went to inquire about the job, the owner of the laundromat said they were not hiring and had never asked for workers. Rosa returned to the employment agency asking for a refund, but was refused one. Their only response to her was that she was “too old” and so the laundromat just didn’t want to hire her.

And Marlon, a man from Queens, New York, paid a $125 advance fee to an employment agency plus a $774 fee for a construction training class. The agency guaranteed Marlon a job. Not only did it fail to come through on that promise, it never even referred him to a potential employer. When Marlon returned to the agency to demand a refund, the office had been abandoned.

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We at DCA have seen too many job seekers respond to ads for employment only to have agencies charge them illegal fees as high as $1,400—for processing their application, background checks, or “required” trainings like Marlon’s. Many of these agencies operate without a license, send people to jobs that don’t exist, or place them in jobs that don’t pay minimum wage.

This is a growing problem among our immigrant and low-income communities, as they are often the main target of these scams. Over the past year, DCA received more than 600 complaints about employment agencies, and as a result initiated more than 225 investigations into both unlicensed and licensed offices. In the past year, DCA has issued more than 400 violations and secured more than $77,000 in restitution for 269 consumers who were charged illegal and predatory fees.

DCA has also increased its education and advocacy work in this industry. Together with New Immigrant Community Empowerment (NICE), DCA recently created a Job Hunter’s Bill of Rights, which is available in eight languages. It outlines what employment agencies can and cannot do. Advocacy groups have been distributing it to employers and job seekers throughout New York City. Some of the rights and responsibilities noted include: an individual’s right to a full refund of any advance fee if an agency doesn’t find that worker a job or if a job offer isn’t accepted; the job seeker’s right to file a complaint regardless of immigration status; and the requirement that employment agencies refer workers only to employers that are hiring.

“Every day, predatory employment agencies take advantage of unemployed low-wage and immigrant workers,” says Manuel Castro, Executive Director of NICE. “That’s why [we have] worked with DCA on this Bill of Rights. With DCA cracking down on bad actors, and a campaign pushing for legislative reform, low-wage job seekers will be better protected when looking for quality jobs.”

We urge New Yorkers to know their rights, including the right to submit a complaint to DCA about employment agencies in New York. For job hunters who choose to use an employment agency, it’s important to check the local laws and know your rights. Here in New York City, get our tips and read the Job Hunter’s Bill of Rights. There are laws and rules that can protect the unemployed and underemployed from these predatory practices. Knowing those rights is the first step.

Author’s note: Read the results from DCA’s investigations of employment agencies.

In her words, “A bonus can cost you!”

According to Internal Revenue Service (IRS) data, New Yorkers claimed the Earned Income Tax Credit (EITC) for a cumulative $2.5 billion in refunds. The EITC—one of the greatest tools we have for fighting poverty—gives families and individual tax filers with low- or moderate-incomes sizeable refunds, depending on income level and number of dependents. Research shows that the EITC returns an average of $2,500 to eligible filers in New York City—a significant cash infusion for low-income families. More often than not, a tax refund check is the largest single check these families receive all year. In New York City, most EITC-eligible people are also eligible for free tax preparation through the Volunteer Income Tax Assistance (VITA) network, but fewer than 5 percent take advantage of it. Where are the other 95 percent? And why would anyone opt to spend hundreds of dollars for something that is offered for free at nearly 200 VITA sites citywide?

Clearly there needs to be an improved process for tax filing.

The NYC Department of Consumer Affairs (DCA) Office of Financial Empowerment has joined forces with Parsons Design for Social Innovation and Sustainability (DESIS) Lab, the Center for Economic Opportunity (CEO), Food Bank For New York City, Citi Community Development, and Mayor’s Fund to Advance New York City—to create a new approach to free tax preparation services in New York City. It’s called Designing for Financial Empowerment.

The initiative is composed of three phases: discovery, during which the research team was embedded in the VITA sites and interviewed community members and stakeholders; co-design, where the research team collaborates with users, service providers, government officials, funders, and others to generate ideas to address VITA challenges; and iterative prototyping, in which one or multiple solutions will be rapidly tested at the VITA sites and revised based on user responses.

The discovery phase has already taken place. Researchers interviewed site managers, volunteer tax preparers, filers, and host organizations at VITA sites to learn firsthand about the challenges and capabilities at the sites. They worked closely with project partners to gain a better understanding of tax-related policies, services and interventions.

During this phase, the researchers learned that many filers have a misconception that because VITA services are free they are of lower quality than paid services. Some people also have a misunderstanding about who is responsible if they are audited by the IRS. They believe preparers are responsible for the accuracy of their returns, so they choose whoever promises the largest refund. This could sometimes mean choosing paid preparers for illegal benefits. Some of these opinions are captured in the Designing for Financial Empowerment Tax Time Video.

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The initiative is now in the co-design phase. The design team is bringing together tax filers, policymakers, community and civic leaders, social service organizations, and local business owners, to discuss the discovery findings and co-design potential solutions for new and improved services through a series of workshops. The co-design phase will create the basis for prototypes for VITA sites.

During the final phase, prototypes will be tested at VITA sites run by Food Bank For New York City—a champion of free tax preparation services. The project’s continuous engagement with VITA clients and preparers during this phase will allow designers to make improvements based on the feedback.

The goal is that the prototypes developed by this process will not only help increase filer access at these VITA sites—and trust the services that the sites provide—but also address a capacity problem. Filers often have to wait anywhere from a half hour to several hours to have their taxes prepared. For many of them, taking time off work to wait their turn may be challenging. Moreover, childcare can be costly or unavailable, and bringing children to VITA sites can make it more difficult for filers and others who are waiting.

Although Tax Day has just passed, we’re hopeful that this initiative will help us reach the thousands of New Yorkers like Cynthia, and ensure that they not only take advantage of free tax preparation services, but also receive every dollar they’re eligible for through the Earned Income Tax Credit, NYC Child Care Tax Credit, and other refundable tax credits.

For more information about DCA’s work, visit nyc.gov/consumers and for more information about the Designing for Financial Empowerment initiative, visit dfe.nyc.