COMMUNITY PARTNERSHIPS MANAGER

Community Partnerships Manager

Applicants must be permanent in the Administrative Community Relations Specialist Civil Service Title, be permanent in a comparable title eligible for 6.1.9 title change or be immediately reachable on exam No. 6002. DSS Community Outreach is dedicated to expanding access to information and resources about HRA and DHS programs in the community by bringing services directly into the community and by partnering with and serving as a resource to community-based provider organizations serving HRA and DHS clients and applicants. Community Partnerships establish and manage partnerships with community-based organizations, advocates, and others engaged in benefits enrollment and case management for DSS clients and applicants. Community Partnerships operates the Community Partners Resource Center, which is a centralized resource established under the Mayor's NYC Benefits initiative for CBOs to seek support for their clients and learn skills and strategies for navigating the application and recertification processes. Under the general supervision of the Director of Community Partnerships, with wide latitude for the exercise of independent judgment and action, the Community Partnerships Manager oversees the daily operations of the Community Partnerships Resource Center and supervises the activities of a team of up to five (5) Community Coordinators, administrative and technical staff. The Community Partnerships Manager participates in the analysis and identification of business process improvements and facilitates a feedback loop between CBOs and the Community Partnerships Unit.

The Office of Community Outreach is recruiting one (1) Administrative Community Relations Specialist (ACRS) NM-I to function as a Community Partnerships Manager who will:

• Manage relationships with community-based organizations assigned to the team portfolio through recurring check-in meetings with CBOs and escalation of concerns by Liaisons. Serve as a high-level contact to CBOs to maintain positive relationships, address policy, procedural and case-specific concerns, and provides overall guidance to promote benefits access.
• Supervise a team of Community Liaisons who are engaged in managing a portfolio of community-based partners agencies working with low-income New Yorkers to access benefits and services provided by HRA, DHS, and other City agencies, as appropriate. Manage all personnel actions for direct reports including time and leave, hiring, onboarding, retention, performance assessment and development.
• Review and audit across systems the work performed by the liaisons for accuracy and completeness. Ensure liaisons are appropriately tracking and updating case inquiries and monitoring the length of time it takes to address inquiries. Compiles and analyzes data and completes weekly and monthly reports, providing narrative to identify trends and highlights. Make recommendations to streamline or improve operations based on the review of relevant reports including recommending or designing new tracking or reporting methods.
• Analyze and synthesize data provided by the Office of Data and Performance Management and distributes data to external partners in accordance with approved data-sharing agreements between DSS and third parties. Produce reports on activity and outcomes related to NYC Benefits contracts management.
• Support capacity-building within partnering CBOs by promoting agency trainings, use of the Provider Portal and other supportive tools, and ensuring access to communications and materials. Analyzes monthly reports and identifies areas for improved communication and training and works with the Director and CBO Trainer to address knowledge gaps or unmet need.
• Determine assignment and priorities for the Technical Support Associate, a position located within Information Technology Services (ITS), in coordination with the ITS manager. Review task completion, outcomes, and timeliness. Liaise with other DSS offices, including Information Technology Services (ITS), Business Process Innovation and Design (BPID), Data and Performance Management, and the Office of Constituent Services (OCS) to manage intra-agency support to CBOs.
• Ensure that Community Partnerships Liaisons attend regular training on HRA systems, benefit access tools, and HRA benefits access. Meet with Liaisons and review new updates and other key information. Conduct quality control review of communications between Liaisons and CBO partners to ensure accurate and appropriate information is provided.

Hours/Schedule: Monday - Friday, 9am - 5pm