Deputy Director – Complex Case Unit; Ccu

overview

you must be permanent in the associate benefits opportunity specialist (abos) title or permanent in the administrative job opportunity specialist (ajos) title. This is a provisional appointment, when a test becomes available in the administrative job opportunity specialist (ajos) title, you must take and pass the exam to remain in the ajos title.

the complex case unit (ccu) delivers coordinated, high-touch case management to resolve complex housing stability issues by identifying barriers, engaging clients and landlords, and partnering with internal and external stakeholders to expedite accurate determinations, prevent eviction, and promote timely access to benefits and housing supports.

the ccu was established as part of hpa’s operational restructuring to centralize the review and resolution of complex, high-priority housing and benefit cases. The ccu supports coordinated service delivery by addressing cases that require cross-program intervention and enhanced communication across dss/hra units.

the ccu resolves complex cases referred by the office of civil justice (ocj), prevention and community support (pcs), dss/hra/dhs executive offices, and the office of constituent services (ocs).

the deputy director of the complex case unit (ccu) is responsible for the overall management, strategic oversight, and operational direction of the unit handling complex, high-risk, and escalated homelessness prevention and benefits-related cases. The deputy director ensures effective supervision of management and supervisory staff, adherence to federal, state, and local policy, and timely resolution of cases that pose significant eviction risk, fiscal exposure, or litigation concerns.

The position serves as a senior operational leader and liaison between ccu operations, prevention services leadership, and internal and external stakeholders.

the complex case unit (ccu) is recruiting for one (1) administrative job opportunity specialist nm-1 to function as the deputy director – complex case unit (ccu) who will:

• provide overall leadership, direction, and oversight of the complex case unit (ccu).
• supervise managerial and supervisory staff, including associate benefit opportunity specialist ii and other unit managers.
• establish unit priorities, performance expectations, and operational goals aligned with prevention services objectives.
• approve staffing plans, schedules, and workload distribution to ensure operational efficiency.
• oversee the handling and resolution of the most complex and sensitive cases involving high-dollar arrears, multiple program intersections, housing court matters, and executive or mayoral referrals.
• provide guidance on policy interpretation and strategic decision-making for escalated cases.
• identify systemic issues contributing to recurring escalations and develops corrective strategies.
• ensure unit compliance with federal, state, and local regulations, agency policies, and audit standards.
• implement new policies, directives, and procedural changes affecting ccu operations.
• coordinate responses to audits, legal inquiries, and oversight reviews.
• review unit performance data, trends, and outcomes related to case resolution and risk mitigation.
• prepare or review leadership reports, briefings, and presentations.
• serve as the primary liaison with internal and external partners, including legal affairs, office of civil justice, housing court, its, and other relevant entities.
• leads or supports special projects as assigned by senior leadership.

work schedule: 9 am – 5 pm

administrative job opportunity - 10248

qualification requirements

• knowledge of rental assistance case processing and benefits issuance procedures and actions.
• demonstrated leadership experience managing supervisors.
• ability to design and implement workflows, procedures, and quality control measures.
• advanced analytical and problem-solving skills with data-driven decision making.
• experience coordinating with executive…