CPRU SUPERVISOR

Applicants must be permanent in the Benefits Opportunity Specialist (BOS) civil service title for at least one year. This is a provisional appointment; when a test becomes available in the Associate Benefits Opportunity Specialist (ABOS) title, you must take and pass the exam to remain in the ABOS title.

About the role

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.

Under general supervision of the CPRU Supervisor and with wide latitude for independent action and decision, the CPRU Specialist performs outreach, administrative, and analytical duties relating to the resolution of client fair hearing requests related to Agency decisions affecting receipt of Cash Assistance, SNAP, and Medicaid benefits, and the preparation of documentation for presentation of evidence at the Office of Administrative Hearings (OAH).

Responsibilities

• Review and analyze Fair Hearing Requests from clients to determine whether cases should be resolved or sent to Packet Preparation.
• Review databases (including WMS, POS, New York City Way, etc.) connected with clients’ cases to determine accuracy of actions taken or to determine if Notices of Intent (NOI)/decisions are defective.
• Take appropriate action to correct any cases that can be resolved and work within the FHEMS system to route cases to the appropriate Fair Hearings/FIA Unit.
• Prepare electronic Fair Hearing evidence packets through use of the FHEMS system, incorporating all relevant documents for presentation of evidence at the Office of Administrative Hearings (OAH).
• Communicate with Fair Hearing Representatives to ensure that all evidence packets are complete and that any resolutions taken are part of the packet.
• Conduct outreach to clients on cases that require follow-up to determine case resolution.
• Explain the fair hearing process to clients and determine what information and/or documentation are needed to resolve cases.
• Ensure that such documentation is received from the client and properly incorporated into the client’s case file.
• Monitor and review individual FHEMS queues to ensure all work is completed in a timely manner.
• Consult with immediate supervisor to determine workload issues and appropriateness of actions taken on cases.
• Stay abreast of changes in Agency Policies and Procedures, maintaining understanding of changes in the FHEMS system.
• Notify Job Center staff of required action to be completed to resolve cases.
• Receive and respond verbally or in writing to telephone or written inquiries and complaints from outside agencies, public officials, and central office operations regarding clients and fair hearing activities.
• Send resolution letters to clients whose cases have been determined will be resolved.
• Communicate with Fair Hearing Representatives to determine the quality of the evidence packets and the need to add additional documentation to enhance the defense of cases at hearings.

Requirements

• A baccalaureate degree from an accredited college; or
• A four-year high school diploma or its educational equivalent, and two years of full-time satisfactory experience in social/human services, call centers, customer service, or a related setting performing the following:
  • Interviewing, determining eligibility for, and/or providing client benefits and services; or
  • Interviewing, determining eligibility for, and/or providing employment planning and counseling services including job development, skill assessment, and employment placement or other economic opportunity programming.

College credit from an accredited college may be substituted for this experience, on the basis of 30 semester credits for 6 months of work experience.

Skills

• Excellent communication and writing skills.
• Knowledge of Agency operations and NYS social service policy/procedures.
• Strong analytical, problem-solving, and time management skills.
• Detail-oriented.
• Knowledge of FHEMS, WMS, POS, NYCWAY, SEAMS.
• Exceptional Excel skills.
• Interpersonal skills.

Schedule

9 AM – 5 PM with flex.

Additional Information

• 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.
• 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.
• New York City residency is not required for this position.