Eligibility Program Manager - QA & Program Integrity

Cabarrus County•Cabarrus County, NC

About The Position

The Eligibility Program Manager for Quality Assurance and Program Integrity leads efforts to support accurate eligibility determinations, consistent service delivery, and responsible use of public assistance resources. The position oversees Quality Assurance and Program Integrity activities, including second-party case reviews, eligibility and policy compliance monitoring, error identification, and program integrity investigations. The manager guides staff and collaborates with program leaders and other departments to identify trends, address deficiencies, implement corrective actions, and improve overall program performance. This is advanced professional supervisory work guiding, coordinating, and delivering eligibility programs and services within the Economic and Family Support Services Division. The role operates within federal, state, and county requirements and exercises independent judgment and initiative under regular supervision of the Customer Service Program Administrator. The manager supervises eligibility staff and supervisors, evaluates work quality, balances workloads, supports staffing and organizational decisions, and helps advance divisional and agency goals. The position may occasionally require work outside normal business hours, travel for training or meetings, and management of a disaster shelter during a crisis.

Requirements

High school diploma or equivalent.
Four years of experience as an eligibility specialist or investigator in an eligibility program in North Carolina, or an equivalent combination of training and experience.
Strong computer skills, particularly with programs such as Word and Excel.
Possession of an appropriate driver's license valid in the State of North Carolina.
Thorough knowledge of eligibility programs and required documentation.
Ability to read, analyze, interpret, and apply federal, state, and county program rules, regulations, and procedures.
Knowledge of casework supervision and eligibility principles, techniques, and practices.
Ability to instruct, organize, supervise, and direct the work of subordinates.
Ability to resolve conflict, provide mediation, and tolerate high-stress situations.
Ability to assess situations, identify relevant information, and make appropriate decisions.
Effective verbal and written communication skills.
Ability to establish and maintain effective working relationships with staff, management, employees, and the public.

Nice To Haves

At least one year of supervisory experience.
Ability to speak Spanish.

Responsibilities

Plan, direct, supervise, and participate in the delivery of eligibility programs and services.
Oversee quality assurance and program integrity activities for public assistance programs.
Monitor compliance with federal, state, and county policies and procedures.
Review casework and case accuracy, identify trends and errors, and recommend or implement corrective actions.
Guide efforts to prevent, identify, and address improper payments and potential fraud.
Assist eligibility staff in resolving difficult or unusual case situations and interpret regulations and procedures.
Supervise eligibility specialist staff and eligibility supervisors, evaluate performance, and provide recommendations regarding employment actions.
Ensure supervisors balance workloads and adjust personnel assignments, staffing, and organizational design for efficiency.
Implement changes in work procedures and processes to meet program demands and client needs.
Provide leadership, training, and technical guidance to staff; assess training needs and ensure appropriate training takes place.
Collaborate with program leaders to improve eligibility processes and service delivery.
Analyze quality assurance reports, State computer error printouts, and staff input to evaluate unit work.
Prepare reports and provide detailed analysis and recommendations to management on program, divisional, administrative, and budgetary matters.
Conduct team meetings and monthly conferences and participate in long-range division planning.
Maintain records, files, and confidentiality.
Perform duties related to disaster situations and emergency shelter operations.