Senior Complex Case Support Specialist

City of New York•New York City, NY

11h

About The Position

APPLICANTS MUST BE PERMANENT IN THE BENEFITS OPPORTUNITY SPECIALIST (BOS) CIVIL SERVICE TITLE FOR AT LEAST ONE YEAR. THIS IS A PROVISIONAL APPOINTMENT, WHEN A TEST BECOMES AVAILABLE IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST (ABOS) TITLE, YOU MUST TAKE AND PASS THE EXAM TO REMAIN IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST 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) 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 Associate Benefits Opportunity Specialist I (ABOS) serves as a senior-level case management specialist responsible for reviewing, analyzing, and resolving escalated and multi-program client cases. This role requires independent problem-solving within established policy and close coordination across DSS/HRA programs to prevent homelessness and ensure timely, durable resolutions. The Complex Case Unit (CCU) is recruiting for two (2) ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST I (ABOS) to function as Senior Complex Case Support Specialists who will:

Requirements

1. A four-year high school diploma or its educational equivalent, and three years of full-time satisfactory experience working directly in social/human services or a related setting, providing either: a) client services. b) employment planning/counseling services which involves job development, skills assessment, and employment placement or other economic opportunity programming.
2. A baccalaureate degree from an accredited college; plus eighteen months of fulltime satisfactory experience working as a Benefits Opportunity Specialist; or
3. A baccalaureate degree from an accredited college; plus eighteen months of fulltime satisfactory experience as described in one (1) above.
4. College credit from an accredited college may be substituted for this experience on the basis of 60 semester credits for 9 months of the work experience described above. However, all candidates must have at least 18 months of full-time satisfactory experience working as a Benefits Opportunity Specialist or performing social/human services work as described in one (1) above.

Responsibilities

- Review, triage, and prioritize cases received through the Internet Quorum (IQ) system and other approved referral pathways.
- Assess case complexity and determine appropriate resolution strategies consistent with program policy and CCU protocols.
- Conduct comprehensive case investigations involving multiple HRA programs, including CityFHEPS, FHEPS, and SOTA.
- Coordinate with FIA, DHS, and external providers to resolve subsidy interruptions, eviction risk, eligibility barriers, and benefit discrepancies.
- Manage urgent and time-sensitive eviction prevention cases requiring cross-program intervention.
- Address FHEPS and CityFHEPS application issues, initial eligibility determinations, budgeting discrepancies, and CA-related issues not resolved through standard FIA processes.
- Track and advance cases experiencing extended delays, repeated denials, or systemic cross-program complications.
- Ensure all case actions, determinations, and correspondence are fully documented in IQ and applicable HRA systems.
- Serve as a liaison between internal DSS/HRA units and external stakeholders, including landlords, providers, and OCJ/PCS partners.
- Provide clear documentation of prior actions and resolution attempts when escalating cases to supervisory or executive leadership.
- Coordinate resolution efforts for cases referring to multiple units without prior successful outcomes.
- Maintain organized, complete, and auditable case records.
- Prepare case summaries, trend analyses, and briefing materials for supervisors and executive management.
- Identify recurring operational issues and recommend workflow or procedural improvements to enhance prevention outcomes.
- Support quality assurance, compliance reviews, and leadership reporting related to CCU case outcomes.
- Respond to inquiries from clients, landlords, providers, and partner agencies regarding case status, eligibility, or escalation pathways.
- Provide technical assistance on CCU intake criteria, referral standards, and escalation thresholds.
- Ensure all communications are timely, accurate, professional, and aligned with HPA customer service standards.