ELIGIBILITY SUPERVISOR - SES - 60047331 1

State of Florida•Jacksonville Beach, FL

About The Position

The Eligibility Supervisor supervises staff in a public assistance unit. The primary duty is to communicate with, motivate, train, and evaluate employees; plan and direct their work; and recommend personnel actions. The supervisor oversees staff who determine public assistance eligibility using the FLORIDA computer-assisted eligibility system and ensures cases are processed accurately, promptly, and in accordance with applicable rules, policies, and procedures. The role includes monitoring case status and performance, planning workloads and workflows, reviewing case records under the ESS New Quality Management System, discussing findings with staff, and ensuring corrections and corrective action plans are completed. Administrative duties include resolving customer issues, completing reports and personnel activities, participating in performance reviews and operational planning, and ensuring compliance with administrative and fiscal requirements. The supervisor also interprets and implements policies, provides technical assistance and training, and conducts and documents individual conferences and staff meetings. This is an internal-agency-only, regionwide opportunity with an anticipated vacancy. Applicants must submit an updated State of Florida job application through People First and address all gaps in employment. Employment is contingent on successful completion and agency approval of required state and national criminal history screening, including fingerprint-based checks. Employees are subject to reasonable-suspicion drug testing under Florida’s Drug-Free Workplace Act.

Requirements

At least one year of experience as an Economic Self-Sufficiency Specialist I (ESI).
Previous management experience.
Knowledge of social services program objectives and operating procedures, interviewing techniques, data compilation and analysis, applicable mainframe systems and software applications, and arithmetic.
Skill in operating a personal computer.
Ability to supervise people and 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 and training.
Ability to investigate complaints, compose complex documents and correspondence, and adapt to significant or sudden change.
Ability to meet and deal with the public in a variety of situations and apply ethical business practices.
Ability to communicate effectively orally and establish and maintain effective working relationships.
Ability to evaluate and monitor service delivery, develop and implement corrective action plans, and use problem-solving techniques.
Must submit an updated State of Florida job application through People First and address all gaps in employment.
Must successfully complete required state and national criminal history screening and receive agency approval before beginning employment.

Responsibilities

Supervise employees who determine eligibility for public assistance programs using the FLORIDA eligibility system.
Ensure applicant and recipient cases are processed accurately, timely, and according to current rules, regulations, policies, and procedures.
Develop or use tracking systems to monitor case status, customer service work, and performance indicators.
Plan workloads, workflows, deadlines, work objectives, and employees’ use of time.
Review and analyze case records under the ESS New Quality Management System.
Discuss case findings with employees, use case reviews for learning and performance documentation, and ensure cases are corrected accurately and timely.
Develop corrective action plans and conduct follow-up as needed.
Resolve issues raised by internal and external customers.
Evaluate, analyze, and complete reports; participate in supervisor conferences, meetings, trainings, and work groups.
Complete personnel-related activities and participate in performance reviews and operational planning.
Ensure personnel, fiscal, administrative, and operational rules, processes, and procedures are followed.
Train employees in effective and efficient work methods.
Review, interpret, and coordinate implementation of policies, procedures, and directives, and provide technical assistance.
Communicate with employees through regular individual conferences and staff meetings, document those communications, and develop and monitor improvement plans.
Communicate with, motivate, and evaluate employees; plan and direct their work; and recommend personnel actions.