QUALITY CONTROL CASE REVIEWER

About the role

APPLICANTS MUST BE PERMANENT IN THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE TITLE.

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.

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.

Under the direction of the Deputy Director of the SNAP Benefits Error Resolution Unit (BERU) with considerable latitude, the Quality Control Case Reviewer is responsible for conducting quality control and compliance reviews of SNAP cases to ensure accurate eligibility determinations, benefit calculations, and proper documentation in accordance with federal, state, and agency policies. The role involves performing detailed monthly case reviews across multiple transaction types, identifying errors and discrepancies, and preparing audit-related summaries, records, and corrective action memorandums.

The position also supports audit readiness by validating review samples, ensuring required documentation is complete, and coordinating materials for internal and external audits. In addition, the role evaluates SNAP policies, procedures, and desk aids to identify gaps or inconsistencies, reports findings to management, and collaborates with supervisors and eligibility staff to resolve compliance issues. The position contributes to continuous improvement efforts by helping develop and deliver training aimed at reducing error rates and strengthening program integrity.

FIA is recruiting for two (2) Principal Administrative Associate II (PAA) to function as a Quality Control Case Reviewer who will:

• Conduct monthly case reviews of SNAP cases selected from a sample of activated, recertified, denied, and closed transaction types by retrieving and/or reviewing client's information using relative Agency systems i.e., Welfare Management System (WMS), Streamline Paperless Office System (SPOS), Activity and General Information Exchange (Angie) system, TALX/The Work Number Service, State Online Query (SOLQ) system, Systematic Alien Verification for Entitlements (SAVE), Microsoft Word and Excel to identify errors and discrepancies in eligibility determinations, benefit calculations, and documentation.
• Prepare case review summaries related to audit findings to be used for case error analyses. Prepare case records requested by external auditors and identify missing documentation and processing errors that could result in negative audit findings by external auditors. Prepare corrective action memorandums for supervisory review.
• Ensure the accuracy of the review sample by conducting preliminary WMS inquiries and case review; utilize reports to verify that sample is auditable; identifies inconsistencies, when required, for sample selection revision. Collect all policies and procedures necessary for the audit review and share documents with the Deputy Director of the SNAP Benefits Error Resolution Unit (BERU) to ensure the appropriateness of the documents.
• Review SNAP procedures, policies, and desk aids to determine the need for supervisory clarification and identify possible contradictions between state policies and agency procedures. Review case documentation for accuracy and completeness, ensuring that all required information is present and properly recorded. Report all findings to the Deputy Director.
• Provide detailed summary of error findings to the Deputy Director for the development and delivery of training sessions aimed at improving compliance and reducing error rates acting as the voice of the customer to ensure trainings are effective with frontline program staff.
• Collaborate with staff involved with the Eligibility determination process, supervisors, and other team members to address compliance issues and implement corrective actions.

Hours/Schedule: Flex Schedules, Monday -Friday

Qualifications & Requirements

• A baccalaureate degree from an accredited college and two 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 three years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" 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 four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; or
• Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" 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 described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 year.