YOU MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST (ABOS) TITLE OR PERMANENT IN THE ADMINISTRATIVE JOB OPPORTUNITY SPECIALIST (AJOS) TITLE. THIS IS A PROVISIONAL APPOINTMENT, WHEN A TEST BECOMES AVAILABLE IN THE ADMINISTRATIVE JOB OPPORTUNITY SPECIALIST (AJOS) TITLE, YOU MUST TAKE AND PASS THE EXAM TO REMAIN IN THE AJOS 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 Deputy Director of the Complex Case Unit (CCU) is responsible for the overall management, strategic oversight, and operational direction of the unit handling complex, high-risk, and escalated homelessness prevention and benefits-related cases. The Deputy Director ensures effective supervision of management and supervisory staff, adherence to federal, state, and local policy, and timely resolution of cases that pose significant eviction risk, fiscal exposure, or litigation concerns. The position serves as a senior operational leader and liaison between CCU operations, Prevention Services leadership, and internal and external stakeholders.

The Complex Case Unit (CCU) is recruiting for one (1) Administrative Job Opportunity Specialist NM-1 to function as the Deputy Director – Complex Case Unit (CCU) who will:

- Provide overall leadership, direction, and oversight of the Complex Case Unit (CCU).

- Supervise managerial and supervisory staff, including Associate Benefit Opportunity Specialist II and other unit managers.

- Establish unit priorities, performance expectations, and operational goals aligned with Prevention Services objectives.

- Approve staffing plans, schedules, and workload distribution to ensure operational efficiency.

- Oversee the handling and resolution of the most complex and sensitive cases involving high-dollar arrears, multiple program intersections, Housing Court matters, and executive or mayoral referrals.

- Provide guidance on policy interpretation and strategic decision-making for escalated cases.

- Identify systemic issues contributing to recurring escalations and develops corrective strategies.

- Ensure unit compliance with federal, state, and local regulations, agency policies, and audit standards.

- Implement new policies, directives, and procedural changes affecting CCU operations.

- Coordinate responses to audits, legal inquiries, and oversight reviews.

- Review unit performance data, trends, and outcomes related to case resolution and risk mitigation.

- Prepare or review leadership reports, briefings, and presentations.

- Serve as the primary liaison with internal and external partners, including Legal Affairs, Office of Civil Justice, Housing Court, ITS, and other relevant entities.

- Leads or supports special projects as assigned by senior leadership.


Work Schedule: 9 am – 5 pm

ADMINISTRATIVE JOB OPPORTUNITY - 10248

Qualification Requirements

1. A baccalaureate degree from an accredited college or university, plus four years of satisfactory full-time experience performing work related to providing employment related services or economic support services to persons in need, at least eighteen months of this experience must have been in a supervisory or managerial capacity; or

2. A four-year high school diploma or its educational equivalent and eight years of full-time experience equivalent to "1" above; at least eighteen months of this experience must have been in a supervisory or managerial capacity; or

3. Education and/or experience equivalent to "1" or "2" above. College credits from an accredited college or university may be substituted for experience on the basis of 30 semester credits for one year; year of work experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least eighteen months of experience must have been in a supervisory or managerial capacity as described in "1" above.

- Knowledge of rental assistance case processing and benefits issuance procedures and actions. - Demonstrated leadership experience managing supervisors. - Ability to design and implement workflows, procedures, and quality control measures. - Advanced analytical and problem-solving skills with data-driven decision making. - Experience coordinating with executive leadership, legal partners, and external stakeholders. - Strong written and verbal communication skills, including policy and procedure drafting. - Experience with IQ, case management systems, and reporting tools. - Ability to manage high-volume, time-sensitive operations.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City Residency is not required for this position

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.