CUSTOMER RESOLUTION SUPERVISOR
Core
Supervise Customer Resolution Representatives and Associate Benefits Opportunity Specialists to resolve matters regarding Cash, Emergency Assistance, SNAP, and HEAP benefits, while ensuring compliance with agency policies and federal/state regulations.
Role type
Senior IC social services supervisor
Builds
Client service delivery for poverty alleviation and homelessness prevention programs
Domain
Social services / Public administration
Deliverable
client delivery
Required skills
Supervision and staff performance management, policy and regulatory compliance, case record auditing, operational analysis and reporting, corrective action planning, fair hearing process oversight
Preferred skills
Experience with employment planning and counseling services
Technologies
Computerized record systems
Responsibilities
Monitor work quality and allocate staff to ensure efficient case processing; Review and audit client records for accuracy and compliance; Analyze employment outcome reports and conduct operational analyses; Oversee implementation of corrective action plans; Authorize housing emergency payments and review rental assistance referrals; Monitor Fair Hearing compliance and coordinate resolutions across program areas.
