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

State of Maine•Augusta, ME

2d•$63,690 - $90,438•Hybrid

About The Position

The Department of Health and Human Services (DHHS) is seeking a Family Independence Program Manager for the Office for Family Independence (OFI). This role focuses on Program Accuracy & Continuous Improvement (PACI). The Program Manager will develop and oversee OFI's quality and continuous improvement function, ensuring trusted information about the accuracy of its eligibility work and translating that information into learning that improves outcomes statewide. The initial highest priority is reducing the SNAP Payment Error Rate (PER), with a long-term vision to strengthen eligibility accuracy across OFI programs through consistent measurement, actionable insights, and continuous improvement. Reporting to the Associate Director of Strategy & Implementation, this position establishes and operates an integrated program combining SNAP Program Integrity, Secondary Review, and MaineCare Quality Assurance. The role involves supervising two PACI supervisors, implementing consistent operating practices, overseeing centralized case readings and Inter-Rater Reliability, and coordinating with policy, training, regional operations, and data partners to ensure eligibility accuracy data is timely, reliable, and actionable. This role is ideal for someone experienced and interested in building a learning culture across broad systems, comfortable with adaptation as focus areas and priorities evolve.

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.
Ability to 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.

Nice To Haves

Experience and interest in building a learning culture across broad systems.

Responsibilities

Develops and oversees OFI's quality and continuous improvement function.
Ensures OFI has trusted information about the accuracy of its eligibility work and translates that information into learning that improves outcomes statewide.
Establishes and operates an integrated program that combines SNAP Program Integrity, Secondary Review, and MaineCare Quality Assurance.
Supervises two (2) PACI supervisors.
Implements consistent operating practices.
Oversees centralized case readings and Inter-Rater Reliability.
Coordinates with policy, training, regional operations, and data partners to ensure eligibility accuracy data is timely, reliable, and actionable.
Stands up the Secondary Review and MaineCare Quality Assurance functions, including hiring, onboarding, supervision, and establishing standard operating procedures and expectations.
Transitions supervisory case readings into PACI and implements a sustainable statewide Inter-Rater Reliability process.
Establishes effective governance, workflows, and partnerships across policy, training, regional operations, and data partners.
Develops reporting and communication processes that translate quality review findings into actionable insights at the statewide, regional, office, and individual worker levels.
Partners 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.
Creates feedback loops that identify trends, inform improvement strategies, and evaluate whether changes improve eligibility accuracy.