Case Resolution Specialist
2 months ago
Job Description
DSS Community Outreach is dedicated to expanding access to information and resources about HRA and DHS programs in the community by bringing services directly into the community and by partnering with and serving as a resource to community-based provider organizations serving HRA and DHS clients and applicants. Community Partnerships establishes and manages partnerships with community-based organizations, advocates, and others engaged in benefits enrollment and case management for DSS clients and applicants. Community Partnerships operates the Community Partners Resource Center, which is a centralized resource established under the Mayor's NYC Benefits initiative for CBOs to seek support for their clients and learn skills and strategies for navigating the application and recertification processes.
DSS Community Outreach is recruiting for two (2) Job Opportunity Specialist I to function as Case Resolution Specialists who will:
Under the general supervision of the Case Resolution Supervisor, the Case Resolution Specialists review and resolve case inquiries submitted by partner community-based providers related to cash assistance, SNAP, medical assistance, and employment services. Specialists investigate what has occurred in a case determining whether appropriate case actions were taken and makes corrections where appropriate. Specialists make case determinations and take action to resolve outstanding issues.
-Review case inquiries submitted by community-based organizations and conducts research in Agency systems of record. Review documentation provided by community-based organizations. Provide verbal and written updates to community-based organization representatives and other client representatives on the status of inquiries. Obtain collateral information and documentation, as needed.
-Through application of rules for cash, SNAP, and medical assistance, and in coordination with FIA and MAP, makes initial separate eligibility determinations for cash, SNAP, and medical assistance. Separate eligibility determinations are reviewed and signed off by supervisors. Processes recertifications based on financial eligibility, ensures benefit levels are accurate, recalculates budgets, and updates case information, as needed. Processes referrals for employment services.
-Make appropriate eligibility referrals, including referrals for eligibility verification, referrals for child support, employment/education services through review of participants and other household members' educational and employment background. Makes referrals to employment services for job search, training, and placement. Link clients to childcare, substance use screening and services, medical and/or other services, as appropriate. Schedules appointments as required.
-Discuss eligibility requirements with representatives from community-based organizations or other client representatives. Advises on various benefits that may be available to an applicant or participant and request necessary eligibility documents. Describes the various services provided by the Agency, as well as the rules and regulations policies governing acceptance for and continuation of public assistance and other services; elicit and answer questions.
-Authorize statistical and financial changes in assistance and/or budgets resulting from valid information received. Prepare electronic and paper eligibility forms following the review of information from Agency tools and resources in the Agency's systems of record. Checks for accuracy and submits for supervisory review in order to initiate the processing of appropriate case actions.
-Review client data from databases and systems, submitted documentation, computer printouts, matches, and files to enter client specific information into systems and process clearances as they develop.
-Make corrective actions on cases as determined appropriate. Completes agency forms to facilitate appropriate issuance of benefits and participants notification.
-Prepare detailed write-ups on case actions and histories utilizing POS and other internal systems to support eligibility decisions and other case actions. Keep and updates client records using Agency tools and resources in the Agency's systems of record and/or make computer entries; ensure that all records are complete and accurate and include all necessary documentation. Ensures accurate tracking of case findings, actions, and status, including closing out case tickets upon completion.
-Screen applicant for emergency benefits, where indicated; may conduct interviews to expedite a determination for emergency need, as required.
Work Location: 2944 - 4 World Trade Center, New York, NY
Hours/Schedule: M-F, 9-5
Qualifications
1. A baccalaureate degree from an accredited college; or
2. A four-year high school diploma or its educational equivalent and two years of full-time satisfactory experience in social/human services, call centers, customer service, or a related setting performing either:
a.Interviewing, determining eligibility for and/or providing client benefits and services; or
b.Interviewing, determining eligibility for and/or providing employment planning and counseling services involving job development, skills assessment, and employment placement or other economic opportunity programming.
3. College credit from an accredited college may be substituted for this experience based on 30 semester credits for 6 months of work experience.
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.
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