IF YOU ARE HIRED PROVISIONALLY IN THIS TITLE, YOU MUST TAKE AND PASS THE CIVIL SERVICE EXAM, WHEN IT BECOMES AVAILABLE, TO BE ELIGIBLE FOR CONTINUED EMPLOYMENT.

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 seeking two (2) Benefits Opportunity Specialists to function as Case Resolution Specialists.

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.

The Case Resolution Specialists will:

Review case inquiries submitted by community-based organizations and conduct 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. Obtains 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. Process
recertifications based on financial eligibility, ensures benefit levels are accurate, recalculates budgets,
and updates case information, as needed. Process 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. Links 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. Describe 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. Keeps and updates client records using Agency
tools and resources in the Agency’s systems of record and/or make computer entries; ensures 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:
4 World Trade Center, New York, NY

Hours/Schedule:
M-F, 9-5

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 the following:

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 including job development, skill
assessment, and employment placement or other economic opportunity
programming.

c) College credit from an accredited college may be substituted for this
experience, on the basis pf 30 semester credits for 6 months of work
experience.

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.