CUSTOMER RESOLUTION SUPERVISOR

HRA/DEPT OF SOCIAL SERVICES; World Trade Center (NY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

The Department of Social Services (DSS) within the New York City Human Resources Administration invites applications for one Associate Benefits Opportunity Specialist II. The position, supervised by the FIA Inquiry Response Unit, focuses on guiding staff through Cash and Emergency Assistance, SNAP and HEAP processes, and related support services.

Responsibilities include overseeing staff workflow, auditing records, analyzing reports, and coordinating corrective actions to improve productivity

Qualifications

• Four-year high school diploma or equivalent with three years of full-time experience in social/human services or related settings (client services or employment planning).
• Bachelor’s degree plus 18 months of full-time experience as Benefits Opportunity Specialist or similar role.
• Bachelor’s degree plus 18 months of relevant experience as described above.
• College credit substitution: 60 credits can substitute for 9 months of experience, with at least 18 months total experience.

Responsibilities

• Provide expert guidance on agency policies/procedures and regulations affecting Cash and Emergency Assistance. Monitor staff work quality and allocate workloads.
• Work with staff to set priorities and schedules; prevent delays, errors, and sanctions; report concerns to management.
• Review and audit records for accuracy and compliance with policies.
• Analyze employment and outcome reports; conduct operational analyses and special projects; prepare improvement recommendations.
• Oversee corrective action plans and coordinate implementation.
• Authorize housing emergencies payments; review rental assistance referrals and payment authorizations.
• Ensure timely completion of Fair Hearings and coordinate with other DSS/HRA offices to expedite resolutions.

Skills

Client services

Employment planning

Staff supervision

Policy guidance

Education

High school diploma

Bachelor’s degree

Experience as Benefits Opportunity Specialist

60 credits substitution

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

ASSOCIATE BENEFITS OPPORTUNITY - 56316

Minimum Qualifications

• 1. 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: a) client services. b) employment planning/counseling services which involves job development, skills assessment, and employment placement or other economic opportunity programming.
• 2. A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience working as a Benefits Opportunity Specialist; or
• 3. A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience as described in one (1) above.
• 4. 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.