CUSTOMER RESOLUTION REPRESENTATIVE

APPLICANTS MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST TITLE OR PERMANENT IN THE BENEFITS OPPORTUNITY SPECIALIST 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.

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, the Customer Resolution Representative 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 Benefits Access Center, SNAP and HEAP offices.

The Family Independence Administration (FIA) is recruiting for two (2) Associate Benefits Opportunity Specialist I, to function as Customer Resolution Representatives, 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.

- Work 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.

Hours/Shift:

Monday - Friday, Flex Schedules

ASSOCIATE BENEFITS OPPORTUNITY - 56316

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.
b) employment planning/counseling services which involves job development, skills assessment, and
employment placement or other economic opportunity programming.
2. A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory
experience working as a 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.
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 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.

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.