ASSISTANT SITE MANAGER, OVER-THE-COUNTER (OTC) SITE

Assistant Site Manager, Over-The-Counter (OTC) Site

The Supportive Programs and Initiatives, oversees the unit responsible for the disbursement of Common Benefit Identification Cards (CBIC) to all HRA clients who have available benefits (CA, SNAP, and MA). Common Benefit Identification Cards are the primary vehicle for clients to access Cash Assistance and Supplemental Nutrition Assistance Program (SNAP) benefits which are issued to clients on the CBIC and can be used with participating merchants like a debit card. The CBIC is also used as identification for Medicaid services. EBO, located at 227 Schermerhorn Street in Brooklyn, serves as the centralized location for HRA clients citywide who need permanent cards, card replacements, changes, or restrictions to their Personal Identification Number (PIN), and immediate questions answered about how to access benefits with their CBIC. Under the direction of the Over-The-Counter (OTC) Site Manager the Assistant Site Manager, with considerable latitude for independent action and decision, directly supervises a staff of three (3) Principal Administrative Associate I's, and indirectly fifteen (15) Clerical Associate III's CBIC/EBT Specialists in one Brooklyn Over-The-Counter (OTC) site who issue 600 - 700 referrals daily to cash and food stamp participants for replacement Common Benefit Identification Cards (CBICs) and provide EBT information to 1,100 new and active participants. The sites operate Monday through Friday 12 hours each day. Supportive Programs and Initiatives (SPI)/ Common Benefit Identification Cards (CBIC) is recruiting one (1) Principal Administrative Associate (PAA) II, to function as an Assistant Site Manager, Over-The-Counter (OTC) Site, who will:

• Assume the responsibilities of the Site Manager in his/her absence.
• Monitor OTC activity, through observation, for processing slowdowns or outages and authorizes the operation of the vault card, alternate card issuance system process in the event of a State or Contractor system failure to produce benefit cards through the normal process.
• Assist subordinates in resolving complex issues and in the servicing of difficult, loud, vulgar or threatening participants. Work to resolve impediments to EBT benefit redemption by interceding with the participants and dealing with their issues in an understanding manner so that information needed for servicing can be obtained. Work alongside subordinates servicing participants when staff are absent, or on break and lines are long.
• Evaluate staff performance on a periodic basis and recommends areas of improvement as necessary. Maintain time and leave records for staff, conducting conferences as needed to ensure compliance with agency time and leave rules and regulations.
• Liaison to the Job Centers/Food Stamp Sites and serving as a resource person for information on case error corrections.

Hours/Schedule: 8:30am 5:00pm with Flex Schedules PRINCIPAL ADMINISTRATIVE ASSOC - 10124