Client Services Counselor

As a Client Services Counselor, you have the chance to make a difference in the lives of those in need of help. You will provide social services and social work services to public assistance clients, applicants, and the public. Working under the supervision of the Center Director, with latitude for independent judgment and decision making, you will provide these essential services to at-risk individuals in job center locations throughout New York City. You will work with a wide variety of people in your efforts to foster the best client-staff relationships, working actively to defuse situations that can lead to individuals not receiving the help they need. As a Client Services Counselor, you will advise and guide applicants, program participants, and the public on individual case issues as well as program requirements and application processes and will triage issues to provide safe and efficient services for all.

FIA Operations is recruiting for twenty eight (28) Social Workers to function as Client Services Counselors, who will:

• Provide consultation to applicants and/or program participants seeking services at Job Centers who require specialized services or who are exhibiting anxious or disruptive behavior that may prevent them from accessing benefits and services. Assess and facilitate connections with appropriate resources to expedite service delivery. Provide direction and foster good client-staff relationships; convey accurate and timely information to minimize friction.
• Counsel staff on individual cases that have complex issues and provide guidance on these cases including case planning or referrals, as necessary. Collaborate with Job Center staff on cases as needed. Review participant/applicant case plans and assesses them for appropriateness. Review cases and authorize benefits as needed. Meet with clients to identify, mediate issues, and/or match with the appropriate services.
• Initiate, facilitate, and participate in meetings, studies and research projects concerning Center complaints and HRA police-involved client interactions. Review and evaluate Center complaints and escalating issues to determine a plan of action to alleviate or lessen future occurrences.
• Educate and provide coaching and strategies to Job Center staff on effective work methods to serve participants to ensure next steps in the process are clear and avoid any misunderstanding, while maintaining program integrity. This includes following procedures regarding mandated reporting to Administration for Children Services (ACS).
• Conduct routine sweeps of client waiting areas in HRA Job Centers. Identify and oversee services for clients/visitors who may require a temporary reasonable accommodation while at the Center and offer support to staff on the implementation of reasonable accommodations. Ensure that Limited English Speaking (LEP), vision or hearing-impaired populations, and clients with any other type of visible disability are served in accordance with relevant Federal, State and local regulations. Assist in ensuring that individuals who request reasonable accommodation are granted an accommodation or are offered priority queuing to shorten their wait times.
• Track complaints and assist the Center Director in responding to in-person complaints. Research the nature of the complaint or inquiry using various electronic systems (e.g., Paperless Office System (POS), Welfare Management System (WMS), NYC Work Accountability and You (NYCWAY) and respond promptly with the appropriate information or action. Reviews Model Office Number Identification and Queuing (MONIQ), Ticket Monitoring Made Easy (TIMME), and reviews Internet Quorum (IQ) complaints and responds, directs, or acts as needed.

A Master’s Degree in Social Work from an accredited school of social work.

License Requirements: You will be required to have a valid Licensed Master Social Worker (LMSW) or Licensed Clinical Social Worker (LCSW) license issued by the New York State Department of Education within one year of the date of appointment. This license must be presented to the appointing officer at the time of appointment or, if it is obtained after appointment, at the time it is received. This license must be maintained for the duration of your employment.

If you fail to obtain your LMSW or LCSW license within one year of the date of appointment, your probationary period will be automatically extended for six months. If you fail to obtain the required license by the end of 18 months of service, you will be terminated.

Special Note: Section 424-a of the New York Social service Law requires an authorized agency to inquire whether a candidate for employment with child-care responsibilities has been the subject of a child abuse and maltreatment report. The agency has the discretion to assign a candidate who has been the subject of a child abuse and maltreatment report to a position with no child-care responsibilities.