ENROLLMENT SPECIALIST SUPERVISOR

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, designed to provide accessible discounts 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.

Responsibilities

• Manage Fair Fares intake operations of enrollment locations around NYC.
• Ensure standard operating procedures and service level objectives are observed for all enrollment locations.
• Work with Fair Fare Program Site Directors to scale operations based on demand.
• Ensure enrollment locations are adequately staffed to meet enrollment demands.
• Manage teams of Enrollment Specialists, ensuring efficient and accurate work while providing a high degree of customer service.
• Ensure individual staff performance objectives meet program goals.
• Support the training of personnel under management and ensure staff have appropriate technology to perform their jobs effectively.
• Provide regular reports on staff performance to the Fair Fare Program Site Directors.
• Ensure strong safeguards are in place to prevent disclosure of confidential consumer data to unauthorized parties.
• Monitor performance of staff conducting intake at assigned locations; identify training or performance management issues and escalate appropriately.
• Supervise, assign, and distribute daily work assignments to five or more Community Associates.
• Facilitate relationships with internal staff and coordinate interagency efforts to execute the 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 necessary.
• Present recommendations to the Site Director regarding processes and/or methods to enhance program coordination.
• Organize ITS monitoring reports using 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 onsite staff to ensure workflows are updated with correct information.
• Ensure Fair Fares metro cards are tracked, monitored, and safeguarded.
• Confirm consumers to receive discounted metro cards through the enrollment process.

Requirements

• 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 described above; or
• Education and/or experience equivalent to the above. However, all candidates must have at least one year of experience as described in the first qualification.

Preferred Skills

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

Schedule

9:00 AM – 5:00 PM

Additional Information

• 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, visit the U.S. Department of Education’s website.
• 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.