Customer Resolution Supervisor - Flexible Schedule

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

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.