Benefit Programs Manager
About The Position
The Benefit Programs Manager leads Benefits staff and oversees quality assurance, compliance, training, policy and process development, and confidential records management. The role supervises two Training Specialists and the Appeals team, establishing priorities, work plans, performance expectations, and accountability. It uses audits, case reviews, policy changes, and performance data to identify operational and training needs, implement improvements, and evaluate results. The manager also participates in meetings related to the Department’s work and in shelter team operations during emergency response activations.
Requirements
- Strong people leadership, including coaching, developing, and holding staff accountable.
- Quality and compliance focus, with the ability to use data and reviews to identify and address issues.
- Training and development skills to build effective onboarding and staff competency.
- Continuous improvement mindset and ability to turn problems into practical solutions.
- Strong communication and collaboration skills to work effectively across teams and with partners.
- Organized and adaptable, with the ability to manage competing priorities while maintaining quality and timeliness.
Responsibilities
- Supervise Benefits staff, including two Training Specialists and the Appeals team; establish priorities, work plans, performance expectations, and accountability.
- Lead quality assurance and continuous improvement through case reviews, performance measures, data analysis, corrective actions, improvement initiatives, and workgroups.
- Manage audit and compliance activities, including coordination of state, federal, and external audits; preparation and documentation; responses and corrective actions; and follow-up to prevent recurring deficiencies.
- Direct Benefits onboarding, training, competency assessment, and professional development in coordination with trainers, new employees, supervisors, and program leadership.
- Use audit findings, case reviews, policy changes, and performance data to identify training and operational needs and evaluate results.
- Lead development and implementation of policies, procedures, SOPs, workflows, quality controls, and process improvements required by federal, state, and local requirements.
- Develop tools, dashboards, and other resources to improve accountability, consistency, and performance.
- Oversee confidential records redaction and release to ensure compliance with privacy, records management, FOIA, litigation, and audit requirements.
- Participate in unit, division, agency, and community meetings related to the Department’s work.
- Participate in shelter team operations during emergency response activations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
