Eligibility Supervisor

CalHR•Madera, CA

About The Position

The Eligibility Supervisor is the first-line supervisory classification in the Eligibility Specialist series. The position provides supervisory, administrative, and technical support to a work unit responsible for determining initial and continuing eligibility for multiple public assistance programs. The supervisor plans and schedules work, ensures adequate coverage and equitable workloads, identifies training needs, conducts performance evaluations, and recommends or takes disciplinary measures. The role also reviews cases for decision accuracy and timely processing, assists with difficult cases, and makes final processing decisions on those cases. Supervisors contribute to program development and management and perform related work as required. Most working supervisors also spend a substantial portion of their time handling the section’s or unit’s most difficult and complex work and specialized assignments. This classification differs from Eligibility Specialist III, which performs lead-worker duties and/or manages specialized tasks or caseloads, because the Eligibility Supervisor operates in a full supervisory capacity. Incumbents generally receive direct supervision from a Program Manager or other designated manager. They directly supervise a unit of Eligibility Specialists and may also supervise employees in other classes, such as Office Assistants or Integrated Case Workers. The position involves supporting eligibility determinations for public assistance programs, including interpreting policies and regulations, reviewing client and third-party information, assisting clients with Covered California plan options and Advanced Payment Tax Credits, troubleshooting case and system issues, communicating with clients, identifying suspected fraud, and representing the department in meetings and assigned projects. Work includes personnel supervision, case review, reporting, and public-facing service in a professional office environment. The position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without visa sponsorship by the start date.

Requirements

One year of full-time experience in an Eligibility Specialist III, Integrated Case Worker III, or Employment and Training Worker III classification in an Interagency Merit System (IMS) County; or four years of full-time experience determining eligibility for public assistance programs or providing employment services in a public human services agency.
Knowledge of public social services programs and the laws, regulations, policies, and procedures governing eligibility for multiple public assistance programs.
Knowledge of investigative interviewing, information gathering, eligibility verification resources, and case administration techniques.
Knowledge of supervisory and staff development practices, including progressive discipline and labor relations.
Knowledge of health insurance plans and medical plan options, Affordable Care Act household filing status rules, and associated terminology.
Knowledge of customer service, record keeping, mathematical calculations, English usage, modern office practices, and business communication tools.
Ability to organize, direct, and prioritize unit activities and to select, train, supervise, evaluate, and discipline staff.
Ability to evaluate cases, make appropriate recommendations and corrections, determine action in emergencies, and identify potential fraud.
Ability to apply public assistance eligibility laws, rules, regulations, policies, and procedures and make referrals to appropriate agencies and services.
Ability to gather and verify eligibility information, conduct in-depth interviews, analyze data from various sources, and use electronic social services systems.
Ability to enter data accurately, navigate computer systems and software, identify incorrect computer output, and use modern business equipment.
Ability to organize staff workload and meet regulatory deadlines in a fast-paced environment with changing requirements.
Ability to read, interpret, apply, and explain detailed correspondence, reports, regulations, and policy directives.
Ability to perform mathematical computations and prepare clear, concise, and accurate records and reports.
Ability to explain complex eligibility and health insurance programs, tax documents, and tax-credit implications to clients from diverse backgrounds.
Ability to assess and manage difficult or hostile people or situations and seek intervention when appropriate.
Ability to communicate clearly and courteously in person, by telephone, mail, or email, and to establish cooperative working relationships.
Applicants must possess integrity, initiative, dependability, good judgment, the ability to work cooperatively, and health consistent with performing the assigned duties. A medical examination may be required; a background investigation may be required.
Applicants must be authorized to work in the United States without visa sponsorship by the employment start date.

Responsibilities

Plan, assign, supervise, and review the work of a unit determining eligibility for public assistance programs.
Select, train, evaluate, and discipline subordinate staff.
Direct staff on the implementation of policies and procedures; hold individual and group conferences to explain rules, regulations, and policies.
Discuss discrepancies with workers and determine training and oversight needs; provide training and direction.
Review and interpret client and third-party forms and information to assist with eligibility determinations.
Evaluate clients for Advanced Payment Tax Credits and answer related questions; explain Covered California plan options, costs, and features.
Troubleshoot task and case issues, determine appropriate resolutions, and involve or perform Help Desk functions as needed.
Communicate orally and in writing with clients and others regarding initial and ongoing eligibility determinations while maintaining confidentiality.
Respond to client questions and complaints in person, by telephone, mail, or email.
Identify suspected fraud and refer cases for investigation.
Represent the department at meetings and participate in conferences, studies, system testing and design, and research projects as assigned.
Interview complainants and address performance and personnel problems.
Participate in special projects, studies, work assignments, and committees.
Receive and prepare correspondence and required reports concerning unit activity and other matters.
Review cases for decision accuracy and timely processing; assist with difficult cases and make final processing decisions on them.
Perform the unit’s most difficult and complex work and specialized assignments as needed.
Perform related duties as assigned.