Customer Resolution Representative

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, 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.

The Family Independence Administration (FIA) is recruiting for fourteen (1) Associate Job 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 to

complete transactions, including conducting missed transactions, and resolving issues, requests for
action, and/or complaints brought to its attention.

• Perform necessary case review, takes any necessary action in HRA OneViewer, Fair Hearing

Information System (FHIS) Classic POS (CA), WMS, PAM or other system (unless a determination 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

Assistance benefits, SNAP, and/or HEAP benefits, including conducting the necessary eligibility
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.

• Working with the Fair Hearing Unit or supporting employment services or another support service

center, conduct conferences and interviews for dispute resolution; ensure Agency complies with
State Decision After Fair Hearing (DAFH) decisions and orders.

• After the resolution has been approved, contact the client and informs them of the resolution. After

contacting the client, the worker will enter the relevant information in IQ and close out the 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 services to

enable participants to achieve self-sufficiency; connect participants to childcare, 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 errors that

they are corrected and/or forwarded to supervisor with all backup documentation; generate daily
activity reports and forward to supervisor.

• Handle various special projects assigned, which may include audits, assisting with application /

recertification backlogs, or other projects to assist the SNAP and CA programs.

1. 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

a. client services; or

b. employment planning or counseling services which involve job development, skills assessment, and employment placement or other economic opportunity programming; or

2. A baccalaureate degree from an accredited college plus eighteen months of full-time satisfactory experience working as a Job Opportunity Specialist/Benefits Opportunity Specialist; or

3. A baccalaureate degree from an accredited college; plus, eighteen months of full-time satisfactory experience as described in one (1) above; or

4. College credit from an accredited college may be substituted for this experience on the basis of 60 semester credits for 9 months of the work experience described above. However, all candidates must have 18 months of full-time satisfactory experience working as a Job Opportunity Specialist/Benefits Opportunity Specialist or performing social/human services work as described in one (1) above.

In addition, the Human Resources Administration/Department of Social Services offers competitive salaries and the following benefits:
Generous Pension Plans (The New York Employees' Retirement System);
401(k) and 457 Roth's Retirement Savings Programs;
U.S. Savings Bonds Flexible Spending Program;
Health Benefits, Dental, Vision Coverage, Prescription Drug Program;
Training and Professional Development;
Opportunity for Scholarship; College Savings Program;
Paid Holidays and Generous Annual Leave;

APPLICANTS MUST BE PERMANENT IN THE JOB OPPORTUNITY SPECIALIST CIVIL SERVICE TITLE FOR AT LEAST ONE YEAR. THIS IS A PROVISIONAL APPOINTMENT, WHEN A TEST BECOMES AVAILABLE IN THE ASSOCIATE JOB OPPORTUNITY SPECIALIST (AJOS) TITLE, YOU MUST TAKE AND PASS THE EXAM TO REMAIN IN THE AJOS TITLE.

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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.

Monday -Friday, Flex Schedules

4 World Trade Center

New York City Residency is not required for this position