Administrative Officer I - Support Services

Vance County•Henderson, NC

About The Position

The Administrative Officer I supervises and oversees the Support Services unit, which supports Income Maintenance programs including Adult Medicaid, Family and Children’s Medicaid, Food and Nutrition Services, Child Support Enforcement, and Work First. The unit includes a front desk receptionist, two switchboard operators, a foreign language interpreter, and five processing assistants. The position provides backup coverage as needed and ensures visitors are directed to appropriate staff and calls and cases are routed correctly. It also performs eligibility and enrollment functions in NC Fast and supports Income Maintenance caseworkers. The position manages unit workflow, staff assignments and coverage, and staff development and performance. It prepares reports on applications and agency visitors, completes evaluations, maintains performance documentation, and provides coaching, counseling, and corrective action. The role collaborates with other supervisors and agency leadership, communicates with community agencies while protecting client confidentiality, and helps maintain positive service and working relationships across DSS. The position reports to the Income Maintenance Program Administrator I. Standard office hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.; after-hours work may be required in special circumstances. Other duties may include emergency duty and assisting displaced children and/or adults. The position is open until filled.

Requirements

Graduation from a four-year college or university and one year of experience in personnel, budgeting, research, or administrative management, or an equivalent combination of training and experience.
Considerable knowledge of modern office procedures, practices, and equipment.
General knowledge of the principles and practices of public administration and business administration.
Some knowledge of personnel policies and practices.
Some knowledge of accounting principles and practices.
Ability to exercise judgment and discretion in applying and interpreting policies and procedures.
Ability to plan, assign, and review the work of others.
Ability to understand and carry out oral and written instructions.
Ability to establish and maintain effective working relationships with associates, officials, and the public.
Ability to express comments and opinions clearly and concisely in oral or written form.
Considerable knowledge of Income Maintenance programs and the forms and documents used to determine eligibility.
Considerable knowledge of Income Maintenance manuals.
Considerable knowledge of the needs, problems, and attitudes of disadvantaged persons.
General knowledge of agency programs and services, community services and programs affecting clients or applicants, and the budget process.
Ability to instruct, organize, direct, and supervise lower-level employees and learn basic supervisory and management skills.
Ability to communicate effectively with workers, supervisors, applicants, and community agencies to obtain pertinent data and interpret rules and regulations.
Ability to present information orally and in writing.
Official transcripts or verification of education must be submitted directly to the Human Resources Office from the educational institution if offered the position; positions requiring minimum education or certification also require official documents.

Responsibilities

Manage the workflow of the Support Services unit, assign work, delegate responsibility, balance staff workloads, and ensure essential duties are covered during staff shortages.
Coordinate work assignments and workflow with other supervisors.
Assist the Program Administrator and DSS Director in interviewing and selecting candidates for vacant positions.
Coordinate staff training on programs, policies, and procedures.
Coach and guide staff, counsel employees when necessary, and complete disciplinary action in coordination with department leadership.
Complete subordinate performance evaluations and maintain documentation of staff performance, counseling, and corrective action.
Hold individual staff conferences and unit meetings and communicate policy changes and agency directives.
Monitor staff leave requests and leave time.
Provide backup coverage to unit positions and perform tasks supporting Income Maintenance caseworkers.
Work queues in NC Fast, assist with KARTS billing, and check application and recertification logs for accuracy.
Ensure clients’ first contacts with DSS personnel are courteous and professional.
Administer iiReception for the department, key CAP/DA billing, order and distribute supplies, and coordinate coverage with the Building Security Company.
Provide data and information to DSS leadership as needed.
Collaborate with DSS supervisors and staff on program or policy questions and support communication and positive working relationships across the department.
Communicate with community agencies and organizations about program policies and procedures while maintaining client confidentiality.
Promote a positive image of DSS in interactions.
Perform other assigned duties, including emergency duty and assisting displaced children and/or adults.