CUSTOMER RESOLUTION SUPERVISOR

This position is with the Department of Social Services (DSS), comprising 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 essential benefits such as Food Assistance and Emergency Rental Assistance. DHS works to prevent and address homelessness through innovative strategies to help families and individuals achieve self-sufficiency. The Family Independence Administration (FIA) offers diverse programs and services, including temporary cash assistance, SNAP, childcare, eviction prevention, adult protective services, job training, employment support, domestic violence assistance, and child support enforcement.

About the role

Under the supervision of the FIA Inquiry Response Unit (IRU) CA Inquiry Director, this role involves supervising Customer Resolution Representatives responsible for resolving matters related to Cash and Emergency Assistance, SNAP, HEAP benefits, and providing employment and related services. The Associate Benefits Opportunity Specialist II will function as a Customer Resolution Supervisor, providing expert guidance on agency policies, federal/state regulations, and supportive services while overseeing staff performance and workflow.

Responsibilities

• Provide expert guidance on Agency policies, procedures, and federal/State regulations impacting Cash and Emergency Assistance requirements, eligibility, and benefits, including employment services, childcare, and other supportive services.
• Monitor work quality of staff; allocate work and staff to ensure efficient and effective operations.
• Work closely with staff experiencing difficulties in workflow, organization, or time management to establish effective priorities and schedules; ensure avoidance of errors, delays in case processing, fair hearings, and fiscal sanctions.
• Report operational concerns and issues to management to ensure effective resource utilization.
• Review and audit selected records, including computerized records, to ensure accuracy, completeness, and compliance with applicable policies and procedures.
• Review, compile, and analyze employment and outcome reports; perform operational analyses and conduct special projects; assess results of outside audits; prepare reports and recommendations to improve productivity and efficiency.
• Oversee the preparation of corrective action plans; coordinate and monitor their implementation.
• Authorize housing emergency payments; ensure all appropriate Housing Court documents are completed accurately and timely.
• Review referrals for rental assistance on emergency cases; may recommend payment authorization for housing emergencies to the regional office.
• Monitor and ensure all work related to Fair Hearings is completed accurately and within mandated time frames, including 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 for pending determinations and coordinate to expedite resolution.

Requirements

• 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, or
  • Employment planning/counseling services involving 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 the first requirement above.
• College credit from an accredited college may substitute for experience on the basis of 60 semester credits for 9 months of the required work experience. However, all candidates must have at least 18 months of full-time satisfactory experience as a Benefits Opportunity Specialist or in social/human services work as described above.

Schedule

8:30 AM – 5:00 PM with flexible schedules.

Additional Information

• This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Indicate interest in your resume and cover letter.
• As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. Visit the U.S. Department of Education’s website for details.
• New York City residency is not required for this position.