ELIGIBILITY SUPERVISOR - SES - 60024911

State of Florida•LAKELAND, FL

About The Position

The Eligibility Supervisor is a professional supervisory role overseeing Economic Self-Sufficiency Specialists. The position’s primary duty is to communicate with, motivate, train, and evaluate employees; plan and direct their work; and exercise or effectively recommend personnel actions such as hiring, transferring, promoting, rewarding, or disciplining staff. The supervisor supports the delivery of social services eligibility programs by directing staff workflow, monitoring casework and benefit issuance, reviewing policies and procedures, handling client complaints, and promoting service quality. The role also represents the department at meetings, prepares and delivers presentations, and develops procedures and corrective action plans to support timely and effective service.

Requirements

Knowledge of social services program objectives and operating procedures.
Knowledge of interviewing techniques.
Knowledge of methods for 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 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 apply 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.

Responsibilities

Motivate employees to meet department, office, and unit goals.
Promote mentoring, coaching, and career development for staff.
Ensure staff have training opportunities in targeted areas.
Schedule assignments, set priorities, and direct staff work.
Evaluate employees using established criteria and responsibility identification.
Meet regularly with employees to share information, provide feedback, and direct workflow.
Represent the department at meetings and conferences.
Develop and deliver presentations at professional meetings and public information forums.
Compose documents and correspondence concerning social services eligibility and benefit overpayment recovery, and provide information to the public.
Review complex self-sufficiency policies and procedures and ensure staff are informed of changes.
Assist staff in managing and resolving client complaints.
Identify and solve problems by gathering and applying information from multiple sources.
Handle high-stress situations, including deadlines, hostile individuals, and high noise levels, calmly and effectively.
Use statistical information to evaluate performance standards and apply rewards or disciplinary action when appropriate.
Develop management tools and procedures to ensure service quality and timeliness.
Design work processes and methods for managing client flow.
Monitor casework to ensure proper benefit issuance.
Evaluate service delivery through case reviews, staff conferences, and other sources, and develop corrective action plans when required.
Act as a liaison between workers and management.
Use group resource knowledge to resolve issues and promote continuous quality improvement.
Perform related work as required.