CUSTOMER RESOLUTION REPRESENTATIVE

Job Description

APPLICANTS MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST TITLE OR PERMANENT IN THE BENEFITS OPPORTUNITY SPECIALIST TITLE FOR AT LEAST ONE YEAR; THIS IS A PROVISIONAL APPOINTMENT, WHEN ATEST BECOMES AVAILABLE IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST (ABOS) TITLE, YOU MUST TAKE AND PASS THE EXAM TO REMAIN IN THE ABOS TITLE.

Family Independence Administration (FIA) provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency via essential and diverse programs/services, such as: temporary cash assistance, SNAP, childcare, eviction prevention services, adult protective services, job training, employment plans/support, domestic violence assistance, child support enforcement, etc.

The Inquiry unit within FIA is responsible for investigating the issue, determining the appropriate response, conduct any necessary case actions (including the issuance of benefits, addition of a new case member, etc.) in POS/WMS, delivering the response to the client, and closing out the inquiry within the prescribed seven-day timeframe.

Under the direction of the Supervisor with latitude for independent judgment, decision-making and action, ABOS I, is responsible for addressing and resolving various inquiries and complaints on Cash and Emergency Assistance (CA) and (EA) and Supplemental Nutrition Assistance Program (SNAP), and Home Energy Assistance Program (HEAP) benefits and services. FIA IRU supports and facilitates the work processes for Job, SNAP and HEAP Centers and offices by handling a wide range of actions, such as conducting eligibility interviews, resolving complaints of Agency inaction on applications or requests, receiving submission of verifying documents, adding/removing household members to case(s), handling application/recertification, employment/work-related appointments, including child care and other supportive services, requests, inquiries and complaints, and other duties at Job Center, SNAP and HEAP offices. mission.

The Family Independence Administration (FIA) is recruiting for one (1) Associate Benefits Opportunity Specialist I, to function as Customer Resolution Representative, who will:

- Access all citywide complaints/inquiries and may pull cases from Classic POS(CA)/WMS directly
to complete transactions, including conducting missed transactions, and resolving issues, requests
for action, and/or complaints brought to its attention.

- Perform necessary case review, takes any necessary action in HRA OneViewer, Fair Hearing
Information System (FHIS) Classic POS (CA), WMS, PAM or other system (unless a determination
is pending at another Center or program area), formulate a response, and submits that response for
supervisory approval.

- Expedite completion of open actions and matters to establish eligibility for various Cash, Emergency
Assistance benefits, SNAP, and/or HEAP benefits, including conducting the necessary eligibility
interview, review or referral to complete the client application and/or request, and handling
employment/work-related assignments and necessary childcare and other supportive services.

- Work with the Fair Hearing Unit or supporting employment services or another support service
center, conduct conferences and interviews for dispute resolution; ensure Agency complies with
State Decision After Fair Hearing (DAFH) decisions and orders.

- After the resolution has been approved, contact the client and informs them of the resolution.
After contacting the client, the worker will enter the relevant information in IQ and close out the
issue.

- Complete client requests for Supplemental Cash and Emergency Assistance, including One-
Shot-Deals for Rent Arrears and Utility Arrears, except those pending decision at Rental
Assistance Unit (RAU), Bureau of Eligibility Review (BEV) or other HRA office, for which the
IRU CRR will work and coordinate with that program area to expedite a determination, and
forward determination for Supervisory approval.

- Direct and refer Cash Assistance participants to appropriate employment/work-related
services to enable participants to achieve self-sufficiency; connect participants to childcare,
substance abuse, medical and other services; evaluate participant’s eligibility for other federal
or State benefit programs and assist in application for such benefits.

- Review data entries for correctness and accuracy; ensure that if transactions do contain
errors that they are corrected and/or forwarded to supervisor with all backup documentation;
generate daily activity reports and forward to supervisor.

- Handle various special projects assigned, which may include audits, assistin