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 HPA’s 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) II’s 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
City of New York
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