ENROLLMENT SPECIALIST SUPERVISOR

NYC Department of Social Services; New York (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

NYC Department of Social Services is seeking a Community Coordinator - Enrollment Specialist Supervisor for the Fair Fares program. The role oversees intake operations across NYC enrollment locations, ensuring adherence to procedures and service levels while scaling operations to meet demand.

The position requires coordinating between Site Directors and Enrollment Specialists, providing training, performance reporting, and safeguarding participant data.

Qualifications

• Bachelor's degree and two years of experience in community work or related duties OR High school graduation and six years of related experience OR equivalent combination with at least one year of experience as described.

Responsibilities

• Supervise enrollment operations at multiple NYC locations and ensure standard operating procedures and service levels are met.
• Manage teams of Enrollment Specialists and ensure staff are staffed to meet enrollment demand.
• Provide training, monitor performance, and report staff performance to Site Directors.
• Safeguard confidential consumer data and ensure appropriate safeguards are in place.
• Develop and maintain project plans, timelines, and risk identification and launch plans.

Education

Bachelor's degree

High school diploma or equivalent

Job description

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.

The Supportive Programs and Initiatives' (SPI) Fair Fares program Division is a Mayoral initiative to subsidize NYCT fares initiative designed to provide accessible discount for NYCT subways and eligible local bus service to low-income families who are in receipt of Cash Assistance, Supplemental Nutritional Assistance Program as well as New York City residents who are living at or below the federal poverty line.

Under general supervision of the Site Director for Fair Fares Program, with wide latitude for independent initiative and judgement, the Enrollment Specialist Supervisor will manage Fair Fares intake operations of enrollment locations around NYC; ensure standard operating procedures and service level objectives are being observed for all enrollment locations; work with Fair Fare Program Site Directors to scale operations based on demand; ensure that the enrollment locations are adequately staffed to meet enrollment demands; will manage teams of Enrollment Specialists; ensure that staff works efficiently and accurately while providing a high degree of customer service; ensure that individual staff performance objectives meet program goals; support the training of personnel under management, ensure that staff have appropriate technology to do their jobs effectively; provide regular reports on staff performance to the Fair Fare Program Site Directors; ensure that strong safeguards are in place to prevent disclosure of confidential consumer data to unauthorized parties; monitor performance of staff conducting intake at the assigned locations; identify any training or performance management issues and elevate appropriately to the Fair Fare Program Site Directors.

SPI' Fair Fares Program is recruiting for one (1) Community Coordinator, to function as an Enrollment Specialist Supervisor, who will:

• Supervise, assign, and distribute daily work assignments to five+ Community Associates.
• Facilitate relationships with internal staff and coordinate interagency efforts to execute Fair fares program, deliver messaging, and receive participant referrals. As well as program recommendations that further service program goals.
• Conduct daily reviews of staff assignments and provide reinforcement training where and when necessary.
• Present to Site Director recommendations regarding processes and/or methods that could be implemented to enhance program coordination.
• Organizes ITS monitoring reports by utilizing instruments developed by the Site Director and prepare analysis, correspondence, and memoranda as required.
• Work with the Site Director to create and maintain the project plan and schedule, project timelines, forecast documents, risk identification and launch plans.
• Work collectively with all staff onsite, to ensure all workflows are updated with correct information.
• Be responsible for ensuring Fair Fares metro cards are tracked, monitored, and safeguarded.
• Be responsible for confirming consumers to receive discounted metro-cards through the enrollment process.

Hours/Shift:

9:00am-5:00pm

COMMUNITY COORDINATOR - 56058

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Preferred Skills

• Enthusiasm and commitment to public service. - Ability to present information in verbal, written and visual formats to program management.

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 generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.