Eligibility Services Supervisor

State of Connecticut•Hartford, CT

10d•Hybrid

About The Position

The State of Connecticut, Department of Social Services (DSS) is seeking one (1) Eligibility Services Supervisor to support their agency. The Eligibility Contact Center (Tier 1) will be the first point of contact for clients, handling a high-volume of calls related to general information, program status, and the status of submitted documents. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources. As a Tier 1 Eligibility Services Supervisor, you will assist with onboarding and training new SSAs, work closely with agents to support, coach, mentor, and motivate them, and assist with difficult or complex case resolutions, potentially taking over calls when necessary. You will also monitor and help the team adhere to standard service level KPIs such as Average Speed to Answer (ASA), Average Talk Time (ACD), Average After Call Work (ACW), and Average calls per hour, as well as adherence to scheduled breaks and lunches. Additional training will be provided for the VoiceCT Phone system reporting. You will engage your team in weekly meetings, perform 1 on 1 coaching sessions (at least 1 per month), and conduct probationary and annual performance appraisals. The goal is to create a positive and productive work environment, provide motivation, and facilitate team meetings to share updates and discuss performance, fostering teamwork and mutual support among agents, supervisors, and managers.

Requirements

Must be a current Department of Social Services (DSS) employee.
Must have at least six (6) months of full-time service or full-time equivalent service with the State of Connecticut.
Seven (7) years of experience in the determination of client eligibility for public assistance.
One (1) year of experience acting as a working supervisor or a policy specialist in the provision of eligibility services to clients.
Considerable knowledge of and ability to interpret and apply relevant agency policies and procedures.
Ability to interpret and apply relevant state and federal laws, statutes and regulations.
Knowledge of available community support and social services resources.
Knowledge of Eligibility Management System.
Knowledge of personnel policies.
Considerable interpersonal skills.
Considerable oral and written communication skills.
Supervisory ability.

Nice To Haves

Experience working with available community support and social services resources.
Experience working with the ImpaCT, AhCT, and other operational systems.
Experience with effectively supporting eligibility staff with varying challenges and needs.
Experience with assisting your supervisor with delegating, reviewing, and monitoring work assignments.
Experience with sharing ideas and providing feedback to assist in developing improved procedures to address office operational needs.
Experience communicating effectively across all levels of an organization, including both internal and external partners.
Experience with Generalist Programs including Supplemental Nutrition Assistance Program (SNAP), Cash, Medical and AhCT state administered programs.
Experience with providing training and support to staff on generalist programs.

Responsibilities

Assist with onboarding and training new SSAs.
Work closely with agents to support, coach, mentor, and motivate them.
Assist agents with difficult, unusual, and/or complex case resolution, potentially taking over calls.
Monitor and help the team adhere to standard service level KPIs (ASA, ACD, ACW, Average calls per hour).
Monitor team adherence to scheduled breaks and lunches.
Engage the team in weekly team meetings.
Perform 1 on 1 coaching sessions (minimal 1 per month, additional as needed) to provide feedback.
Perform probationary and annual performance appraisals.
Create a positive and productive work environment, provide motivation, and facilitate team meetings.
Foster teamwork and mutual support among agents, supervisors, and managers.
Schedules, assigns, oversees and reviews work of staff.
Provides staff training and assistance including identifying, planning and implementing training.
Conducts performance evaluations.
Determines priorities and plans unit work.
Establishes and maintains unit procedures.
Develops or makes recommendations on development of policies and standards.
Acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures.
Prepares reports and correspondence.
Consults with and directs staff in difficult, unusual and/or complex case resolution.
Implements personnel policies and procedures.