ELIGIBILITY SUPERVISOR - SES - 60023286

State of Florida•Orlando, FL

2d•Hybrid

About The Position

This is a professional position primarily responsible for the supervision of a storefront location and its staff. The primary duty of the incumbent is to spend the majority of time communicating with, motivating, training, and evaluating employees, planning and directing employee’s work assignments, and having the authority to recommend personnel actions. The incumbent must have detailed knowledge of the eligibility process, procedures, and applicable computer systems used in determining public assistance eligibility, monitoring, and measuring performance. This is advanced professional work supervising and directing employees. The primary duty of the incumbent in this position is to spend the majority of their time communicating with, motivating, training and evaluating employees, planning and directing their work; and having the authority to effectively recommend actions such as: hire, transfer, suspend, layoff, promote, discharge, assign, and reward or discipline direct reports. Evaluates employees against established standards and takes appropriate actions when necessary (i.e. recognition, reward, corrective action, etc.). This position will serve as the official Single Point of Contact, which is designated to coordinate the provision of auxiliary aids and services to the deaf or hard of hearing. The position will be responsible for collecting data on the effectiveness and appropriateness of the auxiliary aid or service provided and the performance of the interpreter, keeping records of appropriate auxiliary aides and services, completing a Self Assessment Tool to evaluate DCF’s operational performance, assisting designated DCF Personnel with concerns, grievances or complaints raised by deaf or hard of hearing Customers or Companions, and communicating with ADA/Section 504 Coordinators concerning services to deaf or hard-of-hearing Customers or Companions.

Requirements

Knowledge of social services program objectives and operation procedures
Knowledge of interviewing techniques
Knowledge of methods of compiling, organizing and analyzing data
Knowledge of applicable mainframe systems and software applications
Knowledge of arithmetic
Skill in operating a personal computer
Ability to supervise people
Ability to coordinate the operations and activities of a unit, or office
Ability to interpret and apply complex information concerning policies and procedures related to social services eligibility
Ability to develop and deliver public presentations
Ability to investigate complaints
Ability to compose complex documents and correspondence
Ability to adapt to significant or sudden change
Ability to meet and deal with the public in a variety of situations
Ability to practice ethical business practices
Ability to communicate effectively orally
Ability to establish and maintain effective working relationships
Ability to evaluate and monitor service delivery
Ability to develop and implement corrective action plans
Ability to develop and deliver training
Ability to utilize problem-solving techniques

Responsibilities

Supervises public assistance eligibility staff using the Department’s computer systems.
Ensures all applicants and recipient requests for assistance are processed accurately, timely and in accordance with rules, regulations, policies, and procedures.
Develops and uses tracking systems to monitor case status and ensure staff complete assignments to deliver customer service and to meet required performance indicators.
Plans and prioritizes the unit’s work-load, work-flow, deadlines, and work objectives to meet process measurements and performance targets.
Reviews and analyzes case records in accordance with the Quality Management System Plan and operating procedures.
Discusses case reviews with staff and uses the case reading process as a positive learning and individual development experience.
Ensures all cases are corrected timely and accurately.
Develops performance and planning initiatives and corrective action plans as needed.
Resolves issues from internal and external customers.
Evaluates and analyzes performance data, and completes associated reports.
Participates in the planning and presentation of performance reviews, and participates in operational planning.
Ensures that personnel, fiscal, and administrative rules, regulations, processes, and operating procedures are followed.
Completes all personnel related activities.
Provides necessary training to employees in a manner that is effective and efficient.
Reviews, interprets, and coordinates the implementation of policy, procedures, directives, and ensures staff receive necessary technical assistance to be successful.
Effectively communicates with employees to discuss accomplishments and opportunities (areas needing improvement).
Completes monthly documented performance conferences with employees, and completes performance appraisals according to the Department’s policies and procedures.
Develops and monitors individual and unit improvement plans for effectiveness.
Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
Performs special work assignments and other related work/duties as required or assigned.
Ensures effective communication with the deaf and hard of hearing community (Department’s customers and companions) in accordance with the ADA and or section 504; manage service records and reports data, resources, and or training needs to their designated program point of contact.
Performs other duties as directed.
Collect data on the effectiveness and appropriateness of the auxiliary aid or service provided and the performance of the interpreter provided on the Customer Feedback Form.
Keep records of the appropriate auxiliary aides and services on the Auxiliary Aide/Services Record as each service is provided.
Complete Self Assessment Tool to evaluate DCF’s operational performance in providing appropriate auxiliary aids and services to deaf or hard of hearing persons and to identify methods to improve the provision of such auxiliary aids and services.
Assist designated DCF Personnel with any concerns, grievances or complaints raised by deaf or hard of hearing Customers or Companions regarding effective communication as soon as reasonably possible, with a goal of resolving all matters raised while the Customer and/or Companion is in a DCF Direct Service Facility.
Communicate with ADA/Section 504 Coordinators concerning services to deaf or hard-of- hearing Customers or Companions and summaries of these meetings shall be provided to the Independent Consultant; Manage service records and report the data and any resource and/or training needs to the designated ADA/Section 504 Coordinator (Civil Rights Officer).