ELIGIBILITY SUPERVISOR - SES - 60055552

State of Florida•Ocala, FL

4d•$41,014 - $58,787

About The Position

This is a professional position primarily responsible for the supervision of a unit that determines eligibility for public assistance benefits. 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. Prior ACCESS experience in OSS, Second Harvest, MIPPAS, and RAP preferred. 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.). SUPERVISION: 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 workload, workflow, deadlines, and work objectives to meet process measurements and performance targets. MONITORING AND QUALITY REVIEW: 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. Ensure all cases are corrected timely and accurately. Develop performance and planning initiatives and corrective action plans as needed. ADMINISTRATIVE: 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. TRAINING/POLICY: 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. EMPLOYEE DEVELOPMENT/INDIVIDUAL CONFERENCES/STAFF MEETINGS: 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. Ensure 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.

Requirements

Social services program objectives and operation procedures
Interviewing techniques
Methods of compiling, organizing and analyzing data
Applicable mainframe systems and software applications
Arithmetic
Operating a personal computer
Supervise people
Coordinate the operations and activities of a unit or office
Interpret and apply complex information concerning policies and procedures related to social services eligibility
Develop and deliver public presentations
Investigate complaints
Compose complex documents and correspondence
Adapt to significant or sudden change
Meet and deal with the public in a variety of situations
Ethical business practices
Communicate effectively orally
Establish and maintain effective working relationships
Evaluate and monitor service delivery
Develop and implement corrective action plans
Develop and deliver training
Utilize problem-solving techniques

Nice To Haves

Prior ACCESS experience in OSS, Second Harvest, MIPPAS, and RAP preferred.

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 workload, workflow, 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.
Ensure all cases are corrected timely and accurately.
Develop 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.
Ensure 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.