Benefit Programs Supervisor

Virginia Department of Social Services•Newport News, VA

2d•$60,629 - $76,866•Onsite

About The Position

The Benefit Programs Supervisor is responsible for interpreting and clarifying program policies and procedures, assisting staff with difficult and complex cases, and troubleshooting system issues. This role provides guidance on agency and city initiatives, policies, and procedures, and participates on the agency Leadership Team. The supervisor is responsible for the effective supervision and administration of the department’s benefit programs staff, including staff development, training, succession planning, performance management, and employee relations. They evaluate staffing needs, participate on hiring panels, and make recommendations for personnel resource deployment. The position prioritizes and assigns work to ensure compliance with federal, state, and local mandates, using reports to analyze program performance and recommend process modifications. Additionally, the supervisor coordinates error management and prevention in financial services programs, conducts case reviews, evaluates accuracy, timeliness, and productivity, identifies error trends, implements corrective action plans, and develops related training. They respond to inquiries and prepare reports for state, federal, and internal reviews. The role also involves interviewing and screening customers, explaining programs, assisting with applications, determining eligibility, and coordinating work requirements. Responsibilities include identifying suspected fraud cases, preparing summaries, representing the agency in hearings, and taking appropriate action. The supervisor serves on committees, makes presentations, and engages in public relations activities. They attend training sessions and conferences, develop rapport with customers and organizations, and make service referrals. Performs other duties as assigned.

Requirements

Interpreting and clarifying program policies and procedures.
Assisting staff with difficult and complex cases to include providing consultation with employees, handling some cases personally, making decisions on controversial cases, and consulting with senior management on recommended actions.
Troubleshooting system issues and assisting in resolving customer concerns.
Provides guidance on agency and city initiatives, policies and procedures.
Participates on agency Leadership Team and related committees, assists with agency and bureau strategic planning and goal setting.
Responsible for effective supervision and administration of the department’s benefit programs staff to include staff development and training, succession planning, performance management, employee relations, and related activities.
Evaluates staffing needs, participates on hiring panels and makes recommendations for effective deployment of personnel resources.
Prioritizes and assigns work of assigned unit(s) in order to maintain compliance with federal, state and locality mandates.
Uses reports to collect, evaluate and analyze data related to program performance.
Makes recommendations for modifications to business processes and agency procedures that facilitate compliance with performance standards.
Coordinates error management and prevention in financial services programs to include conducting case reviews, evaluating accuracy, timeliness and productivity utilizing quality and quantity data from state and local reports, identifies error trends, implements corrective action plans, develops and conducts related training.
Responds to state, federal and internal case review inquires and prepares reports as needed.
Interviews and screens customers seeking financial assistance; introduces and explains financial services programs, rights and responsibilities; assists customers with completing applications.
Assists with determining initial and ongoing eligibility for public assistance programs and assists with coordinating Virginia’s Initiative for Employment not Welfare (VIEW) work requirements with employment services.
Assists with identifying suspected fraud cases, preparing summaries of facts for fraud and overpayment, representing the agency in hearings and court appeals and taking appropriate action as required.
Serve on various committees and task force groups; makes presentations to groups and is involved in other public relations activities and projects.
Attends in-service, other training sessions and conferences.
Develops and maintains rapport with customers, other organizations and the - public.
Makes service referrals within the department and to other agencies as needed.
Performs other duties as assigned.

Responsibilities

Interpreting and clarifying program policies and procedures.
Assisting staff with difficult and complex cases, including providing consultation, handling cases personally, making decisions on controversial cases, and consulting with senior management.
Troubleshooting system issues and assisting in resolving customer concerns.
Providing guidance on agency and city initiatives, policies, and procedures.
Participating on the agency Leadership Team and related committees, assisting with agency and bureau strategic planning and goal setting.
Supervising and administering the department’s benefit programs staff, including staff development and training, succession planning, performance management, and employee relations.
Evaluating staffing needs, participating on hiring panels, and making recommendations for personnel resource deployment.
Prioritizing and assigning work to maintain compliance with federal, state, and local mandates.
Using reports to collect, evaluate, and analyze data related to program performance.
Making recommendations for modifications to business processes and agency procedures to facilitate compliance with performance standards.
Coordinating error management and prevention in financial services programs, including conducting case reviews, evaluating accuracy, timeliness, and productivity, identifying error trends, implementing corrective action plans, and developing related training.
Responding to state, federal, and internal case review inquiries and preparing reports.
Interviewing and screening customers seeking financial assistance, explaining programs, rights, and responsibilities, and assisting with completing applications.
Determining initial and ongoing eligibility for public assistance programs and coordinating work requirements with employment services.
Identifying suspected fraud cases, preparing summaries of facts for fraud and overpayment, representing the agency in hearings and court appeals, and taking appropriate action.
Serving on various committees and task force groups.
Making presentations to groups and engaging in other public relations activities and projects.
Attending in-service, other training sessions, and conferences.
Developing and maintaining rapport with customers, other organizations, and the public.
Making service referrals within the department and to other agencies as needed.
Performing other duties as assigned.