CUSTOMER RESOLUTION SUPERVISOR

NYC Department of Social Services; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

NYC Department of Social Services seeks an Associate Benefits Opportunity Specialist II to supervise the FIA Inquiry Response Unit, providing expert guidance on cash and emergency assistance, reviewing records for accuracy and efficiency, and coordinating action plans across housing and employment services.

The role emphasizes oversight of staff, data analysis, and ensuring timely decisions in line with regulations. NYC residency not required; 55-a program eligibility noted.

Qualifications

• A four-year high school diploma or its educational equivalent, and three years of full-time satisfactory experience in social/human services or related setting.
• Or a baccalaureate degree plus eighteen months of full-time satisfactory experience as described above.
• College credits may substitute for part of the experience, with at least 18 months of full-time relevant work.

Responsibilities

• Provide expert guidance on agency policies, procedures and regulations impacting cash and emergency assistance and related services.
• Monitor staff work quality, allocate work and staff to ensure efficient operation.
• Review and audit records for accuracy and compliance with policies.
• Analyze employment and outcome reports, conduct special projects, and recommend productivity improvements.
• Prepare corrective action plans and coordinate implementation.
• Authorize housing emergency payments and review housing-related referrals for timely decisions.
• Ensure timely processing of fair hearings and coordinate with related DSS/HRA units.

Skills

Client services

Employment planning

Job development

Regulatory compliance

Staff supervision

Education

High school diploma or educational equivalent

Bachelor's degree

Job description

APPLICANTS MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST CIVIL SERVICE TITLE

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

Family Independence Administration provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency via essential and diverse programs/services, such as: temporary cash assistance, SNAP, childcare, eviction prevention services, adult protective services, job training, employment plans /economic support, domestic violence assistance, child support enforcement, etc.

Under supervision of the FIA Inquiry Response Unit (IRU) CA Inquiry Director, with latitude for independent decision making and action, supervises the Customer Resolution Representatives, who are responsible for resolving matters relating to the administration of Cash and Emergency Assistance, SNAP and HEAP benefits to clients, and for providing employment and other related services as described above or supervises a unit of Associate Benefits Opportunity Specialists.

The Family Independence Administration (FIA) is recruiting for one (1) Associate Benefits Opportunity Specialist II, to function as Customer Resolution Supervisor, who will:

• Provide expert guidance concerning Agency policies/procedures and federal/State regulations impacting Cash and Emergency Assistance requirements, eligibility, and benefits, including employment services, child care, and other supportive services; monitor the work quality of staff; allocate work and staff to ensure the work is carried out efficiently and effectively.


• Work closely with staff experiencing difficulties in working, organizing or time management, to establish effective priorities and work schedules; ensures the avoidance of needless errors, delays in case processing, fair hearings, and/or fiscal sanctions; report operational concerns and issues to management to ensure effective utilization of resources.


• Review and audit selected records, including computerized records, to ensure that the information contained in them is accurate, complete and supported by appropriate documents; and in compliance with all applicable policies and procedures.


• Review, compile and analyze employment and outcome reports submitted; perform operational analyses and conduct special projects; assesses results of outside audits; prepares reports and make recommendations to improve productivity and efficiency of job opportunity or employment services and related support services.


• Oversee the preparation of corrective action plans, coordinate and monitor implementation of these plans.


• Authorize housing emergency payments; and ensure all appropriate Housing Court documents are completed accurately and timely. Review referrals for rental assistance on emergency cases; may recommend to the regional office payment authorization for housing emergencies.


• Monitor and ensure that all work related to Fair Hearings is completed accurately and in accordance with mandated time frames, including timely compliance with Decisions After Fair Hearing (DAFH); refer matters back to the home Job Center, Rental Assistance Unit (RAU), Bureau of Eligibility Review (BEV), or other DSS/HRA program area where there is a pending determination from that office, and coordinate to expedite a resolution or decision.

Hours/Shift:

8:30am – 5:00pm with Flex Schedules

Minimum Qualifications

ASSOCIATE BENEFITS OPPORTUNITY - 56316

• A four-year high school diploma or its educational equivalent, and three years of full-time satisfactory experience working directly in social/human services or a related setting, providing either:
  
  
  
  • client services.
  
  
  • employment planning/counseling services which involves job development,
  
  
  
  

Skills Assessment, And Employment Placement Or Other Economic opportunity programming.

• A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience working as a Benefits Opportunity Specialist; or


• A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience as described in one (1) above.


• College credit from an accredited college may be substituted for this experience on the basis of 60 semester credits for 9 months of the work experience described above. However, all candidates must have at least 18 months of full-time satisfactory experience working as a Benefits Opportunity Specialist or performing social/human services work as described in one (1) above.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City Residency is not required for this position

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.