ENROLLMENT SPECIALIST SUPERVISOR

About the role

The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

The Supportive Programs and Initiatives' (SPI) Fair Fares program Division is a Mayoral initiative to subsidize NYCT fares initiative designed to provide accessible discount for NYCT subways and eligible local bus service to low-income families who are in receipt of Cash Assistance, Supplemental Nutritional Assistance Program as well as New York City residents who are living at or below the federal poverty line.

Under general supervision of the Site Director for Fair Fares Program, with wide latitude for independent initiative and judgement, the Enrollment Specialist Supervisor will manage Fair Fares intake operations of enrollment locations around NYC; ensure standard operating procedures and service level objectives are being observed for all enrollment locations; work with Fair Fare Program Site Directors to scale operations based on demand; ensure that the enrollment locations are adequately staffed to meet enrollment demands; will manage teams of Enrollment Specialists; ensure that staff works efficiently and accurately while providing a high degree of customer service; ensure that individual staff performance objectives meet program goals; support the training of personnel under management, ensure that staff have appropriate technology to do their jobs effectively; provide regular reports on staff performance to the Fair Fare Program Site Directors; ensure that strong safeguards are in place to prevent disclosure of confidential consumer data to unauthorized parties; monitor performance of staff conducting intake at the assigned locations; identify any training or performance management issues and escalate appropriately to the Fair Fare Program Site Directors.

SPI' Fair Fares Program is recruiting for one (1) Community Coordinator, to function as an Enrollment Specialist Supervisor, who will:

• Supervise, assign, and distribute daily work assignments to five+ Community Associates.
• Facilitate relationships with internal staff and coordinate interagency efforts to execute Fair fares program, deliver messaging, and receive participant referrals. As well as program recommendations that further service program goals.
• Conduct daily reviews of staff assignments and provide reinforcement training where and when necessary.
• Present to Site Director recommendations regarding processes and/or methods that could be implemented to enhance program coordination.
• Organizes ITS monitoring reports by utilizing instruments developed by the Site Director and prepare analysis, correspondence, and memoranda as required.
• Work with the Site Director to create and maintain the project plan and schedule, project timelines, forecast documents, risk identification and launch plans.
• Work collectively with all staff onsite, to ensure all workflows are updated with correct information.
• Be responsible for ensuring Fair Fares metro cards are tracked, monitored, and safeguarded.
• Be responsible for confirming consumers to receive discounted metro-cards through the enrollment process.

Hours/Shift: 9:00am-5:00pm

Qualifications & Requirements

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.