Family Independence Program Manager (OFI), Program Accuracy & Continuous Improvement

State of Maine•Augusta, GA

1d•Hybrid

About The Position

The Program Manager for Program Accuracy & Continuous Improvement (PACI) develops and oversees OFI's quality and continuous improvement function, ensuring OFI has trusted information about the accuracy of its eligibility work and translating that information into learning that improves outcomes statewide. While the initial highest priority is reducing the SNAP Payment Error Rate (PER), the long-term vision is to strengthen eligibility accuracy across OFI programs through consistent measurement, actionable insights, and continuous improvement. Reporting to the Associate Director of Strategy & Implementation, the Program Manager brings the department's vision for PACI to life by establishing and operating an integrated program that combines SNAP Program Integrity, Secondary Review (initially focused on self-employment), and MaineCare Quality Assurance. Working within the strategic direction established by the Associate Director, the Program Manager supervises two (2) PACI supervisors, implements consistent operating practices, oversees centralized case readings and Inter-Rater Reliability, and coordinates with policy, training, regional operations, and data partners to ensure eligibility accuracy data is timely, reliable, and actionable. This role is an excellent fit for someone who has experience and interest in building a learning culture across broad systems. Given the nature of continuous improvement, the focus areas and priorities are expected to evolve, and the PACI Program Manager should be comfortable with adaptation.

Requirements

An eight (8) year combination of progressively responsible education, training, and/or experience which involves at least four (4) years of supervisory, and/or project or organizational management in law, business, non-profit, or the public sector.
Proven skill in identifying, gathering, and analyzing data trends across systems for management decision making.
Manage strategic initiatives to meet identified continuous improvement needs.
Exceptional organizational skills, attention to detail, and ability to balance competing priorities under tight deadlines.
Demonstrated leadership skills in a collaborative work environment.
Effective communication skills both orally and in writing.

Responsibilities

Stand up the Secondary Review and MaineCare Quality Assurance functions, including hiring, onboarding, supervision, and establishing standard operating procedures and expectations.
Transition supervisory case readings into PACI and implement a sustainable statewide Inter-Rater Reliability process.
Establish effective governance, workflows, and partnerships across policy, training, regional operations, and data partners.
Develop reporting and communication processes that translate quality review findings into actionable insights at the statewide, regional, office, and individual worker levels.
Partner with Regional Operations to support supervisors in coaching staff using PACI findings, reinforcing both statewide learning and targeted development based on individual case review results.
Create feedback loops that identify trends, inform improvement strategies, and evaluate whether changes improve eligibility accuracy.

Benefits

13 paid holidays
3+ weeks of vacation leave annually
12 days of sick leave per year
Health Insurance Coverage – The State of Maine pays 85%-95% of employee-only premiums
Health Insurance Premium Credit
Dental Insurance – The State of Maine pays 100% of employee-only dental premiums
Retirement Plan – The State contributes the equivalent of 14.06% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS)
Gym Membership Reimbursement – up to $40 per month
Health and Dependent Care Flexible Spending Accounts
Public Service Student Loan Forgiveness
Living Resources Program – employee assistance program
Six weeks of fully paid parental leave
Voluntary Deferred Compensation – MaineSaves 457(b) account