Customer Service-Eligibility Supervisor

Customer Service-Eligibility Supervisor Albany, NY ( Description Are you passionate about supporting individuals and families by connecting them to much-needed services and resources? At ACAP, weu2019ve been empowering individuals and families by expanding opportunities and breaking down barriers to success for nearly 60 years. As an Eligibility & Intake Site Supervisor, you will collaborate with individuals and families to enroll them in ACAP programs and connect them to other needed resources through our community partners. Benefits Include: Health, HSA/FSA, Dental, and Vision Insurance; Long/Short-term Disability Benefits, NYS-Sick, Vacation, and Personal Leave; 12 paid holidays; 403(b)Retirement Plan with employer contribution; Tuition Assistance; Employee Assistance Program (EAP); and Opportunity for Advancement Pay starts at $24.74; Monday through Friday from 8:30 am to 4:30 pm (37.5 hours) Requirements Minimum Qualifications Associateu2019s degree in Human Services, Social Work, Public Administration, Business Administration or related technical field is required. A Bacheloru2019s degree is preferred. A minimum of two yearsu2019 experience working in the field of Human Services or Community Organization and one year of continuous, uninterrupted supervisory experience. The position will require a thorough knowledge of compliance around federal and state funding guidelines, federal poverty guidelines, TANF and Public assistance guidelines. Strong leadership, supervision and project management skills are required. Bilingual or multilingual abilities are a plus. Possession of a valid driver license is required. Responsibilities This position is responsible for the quality assurance monitoring of all completed applications, for all programs, within ACAPu2019s centralized point of intake and eligibility database. They must be an effective communicator who understands the importance of listening and being empathetic. They must be able to work within a fast-paced, high-volume environment and possess solid computer and multi-tasking skills. Being knowledgeable about community resources is preferred but not required. This position is responsible for compliance with program performance standards and regulations including the maintenance of all reporting systems and databases necessary to meet the requirements of outside regulators. They will maintain case files and database entries for greater quality control and continuous improvement. They will also assist with overseeing management functions to ensure that there is quality programming for all customers including supervision and development of staff in accordance with applicable laws and agency policies. The Site Supervisor will monitor programs for gaps and obstacles in terms of caseloads and funder expectations to provide effective services; work together with the Department Director to develop strategies for addressing gaps and obstacles and promoting greater program effectiveness. The Customer Service-Eligibility Site Supervisor also does the following: Processes applications efficiently, accurately, and within required timeframes, ensuring compliance, quality control, and alignment with audit standards, while coordinating with multiple departments to support effective case management and service delivery. Manages the full intake, eligibility, and enrollment process for individuals and families applying to social service programs, conducting needs assessments, verifying eligibility, and ensuring thorough documentation and record keeping. Provides short-term customer support and crisis interventions, offering resource referrals, client advocacy, and guidance across various human services applications to ensure customers receive timely and appropriate support services. ABOUT ALBANY COMMUNITY ACTION PARTNERSHIP Be a part of an organization that values the growth of both its customers and its staff. Albany Community Action Partnership (ACAP) is a community action agency serving individuals and families living in poverty for nearly 60 years. Our services are administered through three departments: Career and Community Services, Early Childhood Education, and Energy Services. Each year, ACAP fosters opportunities for self-empowerment and enrichment in the lives of thousands of young children and families. Our mission is to partner with families and communities to expand opportunities and build stronger networks to foster upward economic mobility. No phone calls, please.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace.

Created: 2026-03-16