What are the responsibilities and job description for the CUSTOMER RESOLUTION REPRESENTATIVE position at NYC Department of Housing Preservation & Development?
APPLICANTS MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST CIVIL SERVICE TITLE.
Family Independence Administration (FIA) provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency via essential and diverse programs/services, such as: temporary cash assistance, SNAP, childcare, eviction prevention services, adult protective services, job training, employment plans/support, domestic violence assistance, child support enforcement, etc.
The Inquiry unit within FIA is responsible for investigating the issue, determining the appropriate response, conduct any necessary case actions (including the issuance of benefits, addition of a new case member, etc.) in POS/WMS, delivering the response to the client, and closing out the inquiry within the prescribed seven-day timeframe.
Under the direction of the Supervisor with latitude for independent judgment, decision-making and action, ABOS I, is responsible for addressing and resolving various inquiries and complaints on Cash and Emergency Assistance (CA) and (EA) and Supplemental Nutrition Assistance Program (SNAP), and Home Energy Assistance Program (HEAP) benefits and services. FIA IRU supports and facilitates the work processes for Job, SNAP and HEAP Centers and offices by handling a wide range of actions, such as conducting eligibility interviews, resolving complaints of Agency inaction on applications or requests, receiving submission of verifying documents, adding/removing household members to case(s), handling application/recertification, employment/work-related appointments, including child care and other supportive services, requests, inquiries and complaints, and other duties at Job Center, SNAP and HEAP offices. mission.
Benefits
The Family Independence Administration (FIA) is recruiting for one (1) Associate Benefits Opportunity Specialist I, to function as Customer Resolution Representative, who will:
for action, and/or complaints brought to its attention.
is pending at another Center or program area), formulate a response, and submits that response for
supervisory approval.
interview, review or referral to complete the client application and/or request, and handling
employment/work-related assignments and necessary childcare and other supportive services.
State Decision After Fair Hearing (DAFH) decisions and orders.
issue.
- Complete client requests for Supplemental Cash and Emergency Assistance, including One-
Shot-Deals for Rent Arrears and Utility Arrears, except those pending decision at Rental
Assistance Unit (RAU), Bureau of Eligibility Review (BEV) or other HRA office, for which the
IRU CRR will work and coordinate with that program area to expedite a determination, and
forward determination for Supervisory approval.
substance abuse, medical and other services; evaluate participant’s eligibility for other federal
or State benefit programs and assist in application for such benefits.
generate daily activity reports and forward to supervisor.
Hours/Shift
Monday -Friday, Flex Schedules
Minimum Qualifications
ASSOCIATE BENEFITS OPPORTUNITY - 56316
Related Setting, Providing Either
opportunity programming.
above. However, all candidates must have at least 18 months of full-time
satisfactory experience working as a Benefits Opportunity Specialist or performing
social/human services work as described in one (1) above.
55a Program
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.
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 not required for this position
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.
Family Independence Administration (FIA) provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency via essential and diverse programs/services, such as: temporary cash assistance, SNAP, childcare, eviction prevention services, adult protective services, job training, employment plans/support, domestic violence assistance, child support enforcement, etc.
The Inquiry unit within FIA is responsible for investigating the issue, determining the appropriate response, conduct any necessary case actions (including the issuance of benefits, addition of a new case member, etc.) in POS/WMS, delivering the response to the client, and closing out the inquiry within the prescribed seven-day timeframe.
Under the direction of the Supervisor with latitude for independent judgment, decision-making and action, ABOS I, is responsible for addressing and resolving various inquiries and complaints on Cash and Emergency Assistance (CA) and (EA) and Supplemental Nutrition Assistance Program (SNAP), and Home Energy Assistance Program (HEAP) benefits and services. FIA IRU supports and facilitates the work processes for Job, SNAP and HEAP Centers and offices by handling a wide range of actions, such as conducting eligibility interviews, resolving complaints of Agency inaction on applications or requests, receiving submission of verifying documents, adding/removing household members to case(s), handling application/recertification, employment/work-related appointments, including child care and other supportive services, requests, inquiries and complaints, and other duties at Job Center, SNAP and HEAP offices. mission.
Benefits
The Family Independence Administration (FIA) is recruiting for one (1) Associate Benefits Opportunity Specialist I, to function as Customer Resolution Representative, who will:
- Access all citywide complaints/inquiries and may pull cases from Classic POS(CA)/WMS directly
for action, and/or complaints brought to its attention.
- Perform necessary case review, takes any necessary action in HRA OneViewer, Fair Hearing
is pending at another Center or program area), formulate a response, and submits that response for
supervisory approval.
- Expedite completion of open actions and matters to establish eligibility for various Cash, Emergency
interview, review or referral to complete the client application and/or request, and handling
employment/work-related assignments and necessary childcare and other supportive services.
- Work with the Fair Hearing Unit or supporting employment services or another support service
State Decision After Fair Hearing (DAFH) decisions and orders.
- After the resolution has been approved, contact the client and informs them of the resolution.
issue.
- Complete client requests for Supplemental Cash and Emergency Assistance, including One-
Shot-Deals for Rent Arrears and Utility Arrears, except those pending decision at Rental
Assistance Unit (RAU), Bureau of Eligibility Review (BEV) or other HRA office, for which the
IRU CRR will work and coordinate with that program area to expedite a determination, and
forward determination for Supervisory approval.
- Direct and refer Cash Assistance participants to appropriate employment/work-related
substance abuse, medical and other services; evaluate participant’s eligibility for other federal
or State benefit programs and assist in application for such benefits.
- Review data entries for correctness and accuracy; ensure that if transactions do contain
generate daily activity reports and forward to supervisor.
- Handle various special projects assigned, which may include audits, assisting with application/
Hours/Shift
Monday -Friday, Flex Schedules
Minimum Qualifications
ASSOCIATE BENEFITS OPPORTUNITY - 56316
- A four-year high school diploma or its educational equivalent, and three years of
Related Setting, Providing Either
- client services.
- employment planning/counseling services which involves job development,
opportunity programming.
- A baccalaureate degree from an accredited college; plus eighteen months of full time satisfactory
- A baccalaureate degree from an accredited college; plus eighteen months of full time satisfactory
- College credit from an accredited college may be substituted for this experience
above. However, all candidates must have at least 18 months of full-time
satisfactory experience working as a Benefits Opportunity Specialist or performing
social/human services work as described in one (1) above.
55a Program
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.
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 not required for this position
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.
Salary : $58,377 - $67,134
