Eligibility Supervisor - EMAS

Jefferson County•Golden, CO

1d•$72,439 - $73,689•Hybrid

About The Position

The Eligibility Supervisor serves individuals and families, while overseeing staff who determine eligibility for Food Assistance, Medical Assistance, and Cash Assistance programs. The Eligibility Supervisor is responsible for ensuring successful delivery of Economic and Medical Assistance Services (EMAS) to individuals in our community. This individual provides professional support and supervises workflow for program area staff and coordinates special projects. The Eligibility Supervisor is also responsible for internal quality assurance reviews and monitoring and supervision of staff through training, teaching, and coaching. On a deeper level, the Eligibility Supervisor is a global thinker, someone who can see the bigger picture of how each team within the Community Assistance Division (CAD) impacts the others. They are creative and innovative with their problem solving and conflict resolution skills. They value the relationships they build with their staff and the customers they serve. The Eligibility Supervisor creates and maintains an environment where all staff feel motivated and empowered to achieve success, and they have a deep understanding of the needs of the Jefferson County community they serve. This position is hybrid, following either a four-day or five-day work week. You will be asked to come on-site for one day per week (Wednesday), all-staff meetings, training and occasional technical support. Please note – initial training and onboarding may include additional in-person days.

Requirements

Bachelor’s degree.
Three (3) years of work-related experience in Eligibility Programs or Human Services Experience.
An equivalent combination of education and experience is acceptable.

Nice To Haves

Minimum one year of Colorado Benefits Management System experience.
Strong customer service.
Two or more years of supervisory or lead experience.
Project or program management experience.
Coaching & training others.
Recruiting, interviewing, and hiring.
Experience determining eligibility for public assistance programs.
Experience with Microsoft Office/Microsoft 365.
Analytical mindset - ability to analyze and make recommendations to upper management.
Advanced Microsoft Excel skills with extensive Research/problem-solving to figure out situations for customers.
Comfortable with a remote working environment.
Experience in the Economic & Medical Assistance Services section of Community Assistance strongly preferred.
At least one (1) year of CBMS experience (preferential consideration for interviews).

Responsibilities

Model professional and supportive behavior when working with individuals from a variety of ethnic, social, and educational backgrounds.
Provide leadership and direct supervision to Eligibility Specialists, Lead Workers, and support staff to ensure effective, efficient, and customer-focused operations.
Establish clear expectations and hold staff accountable for productivity, accuracy, timeliness, professionalism, attendance, and compliance with policies and procedures.
Create a positive, supportive, and inclusive work environment where employees are motivated, empowered, and encouraged to develop their skills and achieve success.
Provide timely coaching, feedback, training, and professional development to staff based on individual and team needs.
Manage daily workload and staffing resources to ensure work is appropriately assigned, priorities are addressed, and program requirements and regulatory timeframes are met.
Monitor workload, productivity, quality, and timeliness data to identify trends, address barriers, and make informed operational decisions.
Monitor casework for accuracy, quality, compliance, and program integrity, including reviewing and approving cases entered into the Colorado Benefits Management System (CBMS).
Identify and address errors, performance concerns, and compliance issues through coaching, corrective action, quality improvement activities, and follow-up.
Ensure staff understand and consistently apply federal, state, county, and agency policies, procedures, and program requirements.
Communicate and implement changes to policies, procedures, programs, technology, and workflows, helping staff adapt to and successfully implement changes.
Resolve complex or escalated staff, customer, provider, and operational issues using sound judgment, problem-solving, and conflict-resolution skills.
Build and maintain effective working relationships with internal and external stakeholders, including other work units, community organizations, providers, and agency partners.
Use staff, customer, and stakeholder feedback, along with data and best practices, to identify opportunities for continuous improvement and improve service delivery.
Participate in recruitment, interviewing, selection, and onboarding activities and support the development of a skilled and effective workforce.
Represent the agency and program area on internal and external committees, meetings, workgroups, and other initiatives as assigned.
This is not a case management position.