COMMUNITY PARTNERSHIPS MANAGER
NYC Department of Social Services, New York, NY, United States
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 Community Partnerships Manager may provide indirect task management to designated employees in other DSS units.
Responsibilities
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 provide overall guidance to promote benefits access. Lead recurring check‑in meetings with CBO partners to solicit feedback, address concerns, review activity and outcome data. Strategize how to improve Resource Center operations; compile data and submit feedback to the Director.
Supervise a team of Community Liaisons who are engaged in managing a portfolio of community‑based partner 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. Compile and analyze data and complete 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 distribute 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. Analyze monthly reports and identify areas for improved communication and training and work 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.
Represent the Community Partnerships Resource Center in both internal and external meetings.
Hours/Schedule Monday – Friday, 9 a.m. – 5 p.m.
Minimum Qualifications
A baccalaureate degree from an accredited college or university, and four years of satisfactory, full‑time community liaison, community organization or community relations experience, at least two years of which must have been in a broad administrative or policy‑making capacity with responsibility for planning, organizing, coordinating, developing, evaluating and/or administering a large community service program or activity; 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 eight years of satisfactory, full‑time experience as described in ’1’ above, at least two years of which must have been in a broad administrative or policy‑making capacity with responsibilities as described in ’1’ above; or
Education and/or experience equivalent to ’1’ or ’2’ above. Undergraduate education above the high‑school level may be substituted for the community liaison, community organization or community relations experience, but not for the two years of broad administrative or policy‑making experience described in ’1’ above, at the rate of 30 semester credits from an accredited college or university (as described above) for each year of experience, up to a maximum of 4 years. Graduate education beyond the baccalaureate degree may be substituted for the community liaison, community organization or community relations experience, but not for the two years of broad administrative or policy‑making experience described in ’1’ above, on the basis of 30 graduate credits from an accredited college or university (as described above) for each year of experience, up to a maximum of 2 years. However, all candidates must possess a four‑year high‑school diploma or its educational equivalent approved by a State’s Department of Education or a recognized accrediting organization and two years of full‑time experience in a broad administrative or policy‑making capacity with responsibilities as described in ’1’ above.
Preferred Skills
Previous experience in community engagement and outreach work preferred.
Excellent interpersonal skills and demonstrated ability to work collaboratively with stakeholders and other community partners.
Strong written and verbal communication skills.
Experience working in nonprofit human services or community‑based organizations is a big plus.
Knowledge of DSS‑HRA‑DHS and related public benefits policies at the city, state and federal level.
Knowledge of ACCESS HRA strongly preferred.
55(a) Program This position is also open to qualified persons with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55‑a Program.
Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual’s sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity or pregnancy.
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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 Community Partnerships Manager may provide indirect task management to designated employees in other DSS units.
Responsibilities
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 provide overall guidance to promote benefits access. Lead recurring check‑in meetings with CBO partners to solicit feedback, address concerns, review activity and outcome data. Strategize how to improve Resource Center operations; compile data and submit feedback to the Director.
Supervise a team of Community Liaisons who are engaged in managing a portfolio of community‑based partner 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. Compile and analyze data and complete 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 distribute 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. Analyze monthly reports and identify areas for improved communication and training and work 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.
Represent the Community Partnerships Resource Center in both internal and external meetings.
Hours/Schedule Monday – Friday, 9 a.m. – 5 p.m.
Minimum Qualifications
A baccalaureate degree from an accredited college or university, and four years of satisfactory, full‑time community liaison, community organization or community relations experience, at least two years of which must have been in a broad administrative or policy‑making capacity with responsibility for planning, organizing, coordinating, developing, evaluating and/or administering a large community service program or activity; 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 eight years of satisfactory, full‑time experience as described in ’1’ above, at least two years of which must have been in a broad administrative or policy‑making capacity with responsibilities as described in ’1’ above; or
Education and/or experience equivalent to ’1’ or ’2’ above. Undergraduate education above the high‑school level may be substituted for the community liaison, community organization or community relations experience, but not for the two years of broad administrative or policy‑making experience described in ’1’ above, at the rate of 30 semester credits from an accredited college or university (as described above) for each year of experience, up to a maximum of 4 years. Graduate education beyond the baccalaureate degree may be substituted for the community liaison, community organization or community relations experience, but not for the two years of broad administrative or policy‑making experience described in ’1’ above, on the basis of 30 graduate credits from an accredited college or university (as described above) for each year of experience, up to a maximum of 2 years. However, all candidates must possess a four‑year high‑school diploma or its educational equivalent approved by a State’s Department of Education or a recognized accrediting organization and two years of full‑time experience in a broad administrative or policy‑making capacity with responsibilities as described in ’1’ above.
Preferred Skills
Previous experience in community engagement and outreach work preferred.
Excellent interpersonal skills and demonstrated ability to work collaboratively with stakeholders and other community partners.
Strong written and verbal communication skills.
Experience working in nonprofit human services or community‑based organizations is a big plus.
Knowledge of DSS‑HRA‑DHS and related public benefits policies at the city, state and federal level.
Knowledge of ACCESS HRA strongly preferred.
55(a) Program This position is also open to qualified persons with a disability who are eligible for the 55‑a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55‑a Program.
Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual’s sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity or pregnancy.
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