Eligibility Services Manager

City of Danville•Va 24541, VA

6d•Onsite

About The Position

The Eligibility Services Manager manages determinations of eligibility for public assistance programs, including TANF, SNAP, and Medicaid. The role directly supervises eligibility supervisors, supports planning and organization of unit workloads and activities, serves as an agency liaison, assists the director with day-to-day activities, and participates in agency board meetings and activities. The City may add to or change duties at its discretion. The manager leads staff hiring, training, evaluation, and discipline; communicates expectations; investigates complaints; and develops solutions. The position plans and directs service-unit activities, reviews reports and progress with supervisors, and supports preparation of the agency budget while monitoring benefit appropriations, expenditures, and budget reports. It also coordinates staff orientation and policy-update and development training, represents the agency in board and regional meetings, provides information to state and community agencies, participates in local appeal hearings, handles customer concerns, and oversees special projects. Additional duties may be assigned. The role requires advanced subject-matter knowledge, reading and writing skills, intermediate math skills, sound independent judgment, strong communication and customer-satisfaction skills, and the ability to manage subordinate supervisors and unit-level fiscal responsibilities. Work is generally sedentary and performed in an office, with regular and predictable attendance expected. Occasional irregular schedules or overtime may occur.

Requirements

Bachelor’s degree with broad knowledge in a general professional or technical field, or an equivalent combination of education and experience.
Three to five years of experience, including at least two years in a human-services-related area.
Valid driver’s license and an acceptable driving record according to City criteria.
Advanced knowledge of the subject matter and ability to solve common and unusual problems, advise on technical matters, and serve as a resource to others.
Advanced reading ability, including literature, technical or scientific journals, financial reports, and legal documents.
Advanced writing ability, including writing editorials, journals, speeches, manuals, or critiques.
Intermediate math ability, including practical use of fractions, percentages, ratios, proportions, and measurement.
Ability to make or recommend policy-development and implementation recommendations; negotiate sensitive issues and support important presentations.
Ability to evaluate customer satisfaction, develop cooperative associations, and use resources to improve customer satisfaction.
Ability to work with substantial discretion within broad organizational requirements and accepted practices.
Advanced technical skills and knowledge relevant to the design and implementation of major programs or organization-wide processes, with independent judgment and decision-making.
Ability to monitor unit-level budget and fiscal expenditures and compile or oversee data entry.
Ability to manage, monitor, and direct subordinate supervisors, including final decisions on hiring, discipline, performance evaluations, work objectives, and staffing realignment.
Ability to use standard office equipment, a computer, and related hardware and software.
Adequate vision, hearing, and ability to talk to use a computer and telephone and communicate effectively.
Regular and predictable attendance.

Responsibilities

Manage eligibility determinations for public assistance programs, including TANF, SNAP, and Medicaid.
Supervise eligibility supervisors and direct staff hiring, training, evaluation, and discipline.
Set and communicate division expectations, investigate complaints, and offer solutions.
Plan, organize, and direct service-unit activities and workloads; meet with supervisors to review concerns, progress, case-management reports, and state and local reports.
Assist with preparation of the agency budget and monitor benefit appropriations, expenditures, and budget reports; recommend funds and budget allocations as appropriate.
Ensure new benefit staff receive orientation to City, State, and department policies, and provide policy updates and staff-development training.
Serve as a liaison with groups representing the agency, participate in board and regional meetings, and provide information to state and community agencies as requested.
Participate in local agency appeal hearings conducted by the state Hearings and Legal Services Officer.
Handle customer complaints, suggestions, and concerns courteously, reviewing situations and referring customers when needed.
Oversee and participate in special projects, ensure timely completion, and regularly report progress to the Director.
Assist the Director with day-to-day activities and participate in agency board meetings and activities.
Perform additional duties as assigned.