ASSISTANT SITE MANAGER, OVER-THE-COUNTER (OTC) SITE

City of New York•New York, NY

4d•$61,656 - $80,000•Onsite

About The Position

The Supportive Programs and Initiatives unit oversees the disbursement of Common Benefit Identification Cards (CBIC) to HRA clients. These cards are essential for accessing Cash Assistance and Supplemental Nutrition Assistance Program (SNAP) benefits and are used with participating merchants like a debit card. The CBIC also serves as identification for Medicaid services. The EBO site in Brooklyn is a central location for clients needing permanent cards, replacements, changes to their Personal Identification Number (PIN), or immediate assistance with their CBIC. Under the direction of the Over-The-Counter (OTC) Site Manager, the Assistant Site Manager directly supervises three (3) Principal Administrative Associate I’s and indirectly supervises fifteen (15) Clerical Associate III’s CBIC/EBT Specialists. This role involves managing a site that issues 600-700 referrals daily for replacement CBICs and provides EBT information to 1,100 new and active participants. The sites operate Monday through Friday, 12 hours each day.

Requirements

Permanent in the Principal Administrative Associate Civil Service title.
A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described above; or
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described above; or
Education and/or experience equivalent to the above.
All candidates must possess the one year of administrative or supervisory experience as described above.
Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Responsibilities

Assume the responsibilities of the Site Manager in his/her absence.
Monitor OTC activity for processing slowdowns or outages and authorize the operation of the vault card, alternate card issuance system process in the event of a State or Contractor system failure.
Assist subordinates in resolving complex issues and in the servicing of difficult, loud, vulgar or threatening participants.
Work to resolve impediments to EBT benefit redemption by interceding with participants and dealing with their issues in an understanding manner.
Work alongside subordinates servicing participants when staff are absent, on break, or when lines are long.
Evaluate staff performance on a periodic basis and recommend areas of improvement.
Maintain time and leave records for staff, conducting conferences as needed to ensure compliance with agency time and leave rules and regulations.
Serve as a liaison to the Job Centers/Food Stamp Sites.
Act as a resource person for information on case error corrections.