Complex Case Unit Supervisor

APPLICANTS MUST BE PERMANENT IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST CIVIL SERVICE 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) is looking to hire two (2) Associate Benefit Opportunity Specialist (ABOS) II’s to function as Complex Case Unit Supervisors.

The Associate Benefit Opportunity Specialist II (ABOS II) assigned to the Complex Case Unit (CCU) is responsible for the supervision and oversight of staff handling complex, high-risk, and escalated homelessness prevention and benefits-related cases. The ABOS II ensures the accurate application of policy, timely case resolution, and adherence to federal, state, and local regulations. The position supports CCU operations by managing staff performance, reviewing complex case actions, and coordinating with internal and external stakeholders to mitigate eviction risk and resolve systemic issues.

• Supervise Associate Benefit Opportunity Specialist I (ABOS I), Benefit Opportunity Specialists (BOS), and other assigned CCU staff.
• Assign, monitor, and redistribute complex cases to ensure timely and appropriate resolution.
• Review work for accuracy, completeness, and compliance with policy and procedural requirements.
• Conduct performance evaluations and provide ongoing coaching, guidance, and corrective action when necessary.
• Approve timekeeping, leave requests, and staffing schedules.
• Oversee the review and resolution of escalated, high-dollar, or high-risk cases.
• Ensure corrective actions are taken across relevant systems and documented appropriately.
• Identify systemic barriers impacting case resolution and escalates concerns to management as needed.
• Interpret and implement federal, state, and local policy directives as they relate to CCU operations.
• Ensure compliance with audit, quality assurance, and error-reduction standards.
• Review and enforce adherence to established CCU workflows, protocols, and operational guidance.
• Review operational reports and performance data related to CCU caseloads, timeliness, and outcomes.
• Assist in the preparation of cumulative reports, summaries, and briefings for senior leadership.
• Recommend workflow or staffing adjustments to improve efficiency and service delivery.
• Serve as a liaison between CCU staff and internal and external partners.
• Provide technical guidance to staff on complex eligibility, benefit, and policy matters.
• Participate in special projects, pilot initiatives, and inter-unit work groups as assigned.

Hours:

9 am – 5 pm

ASSOCIATE BENEFITS OPPORTUNITY - 56316

• 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.
• A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience working as a Benefits Opportunity Specialist; or
• A baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience as described in one (1) above.
• 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.

• Supervisory experience managing staff in benefits or housing programs
• Knowledge of rental assistance case processing and benefits issuance procedures and actions
• Experience conducting case reviews, coaching staff, and ensuring quality assurance
• Ability to monitor productivity and workflow metrics
• Strong decision-making and escalation management skills
• Experience handling sensitive and high-priority cases
• Proficiency with IQ and performance reporting tools
• Strong written and verbal Skills

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