COMPLEX CASE UNIT SUPERVISOR

APPLICANTS MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST CIVIL SERVICE TITLE

The Complex Case Unit (CCU) delivers coordinated high-touch case management to resolve complex housing stability issues by identifying barriers engaging clients and landlords and partnering with internal and external stakeholders to expedite accurate determinations prevent eviction and promote timely access to benefits and housing supports.

The Complex Case Unit (CCU) was established as part of HPAs operational restructuring to centralize the review and resolution of complex high-priority housing and benefit cases. The CCU supports coordinated service delivery by addressing cases that require cross-program intervention and enhanced communication across DSS/HRA units.

The CCU resolves complex cases referred by the Office of Civil Justice (OCJ) Prevention and Community Support (PCS) DSS/HRA/DHS Executive Offices and the Office of Constituent Services (OCS).

The Complex Case Unit (CCU) is looking to hire two (2) Associate Benefit Opportunity Specialist (ABOS) IIs to function as Complex Case Unit Supervisors.

The Associate Benefit Opportunity Specialist II (ABOS II) assigned to the Complex Case Unit (CCU) is responsible for the supervision and oversight of staff handling complex high-risk and escalated homelessness prevention and benefits-related cases. The ABOS II ensures the accurate application of policy timely case resolution and adherence to federal state and local regulations. The position supports CCU operations by managing staff performance reviewing complex case actions and coordinating with internal and external stakeholders to mitigate eviction risk and resolve systemic issues.


The Complex Case Unit Supervisors will:

- Supervise Associate Benefit Opportunity Specialist I (ABOS I) Benefit Opportunity Specialists (BOS) and other assigned CCU staff.

- Assign monitors and redistributes complex cases to ensure timely and appropriate resolution.

- Review work for accuracy completeness and compliance with policy and procedural requirements.

- Conduct performance evaluations and provides ongoing coaching guidance and corrective action when necessary.

- Approve timekeeping leave requests and staffing schedules. - Oversees the review and resolution of escalated high-dollar or high-risk cases.

- Ensure corrective actions are taken across relevant systems and documented appropriately.

- Identify systemic barriers impacting case resolution and escalates concerns to management as needed.

- Interpret and implement federal state and local policy directives as they relate to CCU operations.

- Ensure compliance with audit quality assurance and error-reduction standards.

- Review and enforces adherence to established CCU workflows protocols and operational guidance.

- Review operational reports and performance data related to CCU caseloads timeliness and outcomes.

- Assist in the preparation of cumulative reports summaries and briefings for senior leadership.

- Recommend workflow or staffing adjustments to improve efficiency and service delivery.

- Serve as a liaison between CCU staff and internal and external partners.

- Provide technical guidance to staff on complex eligibility benefit and policy matters.

- Participate in special projects pilot initiatives and inter-unit workgroups as assigned.

Hours: 9 am 5 pm

ASSOCIATE BENEFITS OPPORTUNITY - 56316

Qualifications :

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 fulltime satisfactory experience working as a Benefits Opportunity Specialist; or

3. A baccalaureate degree from an accredited college; plus eighteen months of fulltime 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.

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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Full-time