HUMAN SERVICES SUPERVISOR

La Crosse County • La Crosse, WI

9d • Hybrid

About The Position

This is a supervisory position in the Economic Support Section of the Human Services Department. Employee works within the multi-county Western Region for Economic Assistance Consortium. Employee in this class is responsible for the administration of Income Maintenance, Wisconsin Shares and related programs by overseeing consortium staff in adhering to county, state and federal rules and regulations. Employee works under moderate supervision and exercises considerable independent judgment in interpretation of policy, procedures and applications. Employee is selected by the Economic Support Manager, Assistant Manager and Human Services Director.

Requirements

• Considerable knowledge of public assistance programs, Wisconsin and other federal public welfare programs and applicable rules and regulations governing these programs.
• Considerable knowledge of the principles and practices of employee supervision, and ability to effectively supervise staff.
• Knowledge of administrative techniques in the delegation of responsibility and coordination of various functions in an efficient and effective manner.
• Knowledge in the evaluation and analysis of employee performance and techniques of training.
• Ability to use Call Center software and Cares Worker web reports to assess workflow and evaluate staff performance.
• Ability to create and maintain positive working relationships with County officials, the public and agency staff.
• Ability to effectively supervise the work of others.
• Ability to communicate effectively both orally and in writing.
• Ability to clearly explain and train staff regarding complicated program regulations.
• Ability to travel and work in a variety of county Economic Support agencies within the Western Region for Economic Assistance (WREA) consortium.
• Graduation from an accredited college or university with a Bachelor's degree in Social Work, Psychology, Sociology, Business Administration, or related.
• May consider individual who has a related Associate Degree and has the appropriate experience and supervisory skills.
• Two years' experience in Economic Support programs or closely related programs.
• Excellent interpersonal and verbal presentation skills.

Nice To Haves

• Experience with Call Center operations a plus.

Responsibilities

• Directs and supervises staff and day-to-day operations to ensure the consortium offers efficient and effective services that meet all county, state and federal rules and regulations.
• Provides program supervision to Economic Support Specialists within assigned team/s. WREA Consortium. WREA teams are responsible for program service delivery. The teams consist of Family Related Program Services, Wisconsin Shares, Elderly and Disabled, Long Term Care, Training and Technical Assistance, and Program Integrity & Benefit Recovery.
• Supervises the Wisconsin Home Energy Assistance Program (WHEAP) and staff, upon assignment. May provided backup supervision as needed.
• Utilizes the Cares Worker Web Workload Dashboard tool, Contact Center Anywhere software and State report systems. Distributes and monitors the consortium's work and adherence to required state and federal performance standards.
• Responsible for successfully implementing program, policy, staffing and operational changes as needed. Tracks and shares monthly performance reports with consortium management and Board of Directors.
• Prepares reports and attends monthly county board and committee meetings as appropriate.
• Supervises staff's review of DHS and DCF online handbooks. Educates staff on local work rules, practices and procedures.
• Trains assigned staff on Consortium workflow model. Monitors that staff follows established Consortium policies and processes, to ensure operational consistency among all consortium counties. As a member of the consortium's supervisory team, explores and makes recommendations for changes to improve the Consortium's performance.
• Interviews, hires, supervises, evaluates and coordinates work of consortium staff and recommends them for advancement, retention or disciplinary action.
• Provides on-site and virtual staff support and supervision for staff of all other counties within the consortium.
• Coordinates with other consortium supervisors to complete performance evaluations for assigned staff. Advises where work is inadequate and recommends training plans to overcome identified deficiencies, when appropriate.
• Regularly communicates with community stakeholders; seeks feedback to improve consortium operations.
• Oversees and acts as coordinator of distance-based new worker training provided by the Department of Health Services (DHS) and the Department of Children and Families.
• Plans and develops WREA new worker training, ongoing training for experienced ES Specialists, and individualized training as needed.
• Regularly communications with contracted services providers to coordinate services and to ensure provider meets expectations under the contract.
• Participates in state meetings and represents the WREA Consortium on state committees and workgroups. Presents oral and written reports relative to programs administered by the WREA Consortium.
• Prepares agendas and facilitates meetings and trainings for WREA, community partners and stakeholders.
• Employee is expected to report to work when scheduled, with minimum use of sick leave, to build up sick leave balance for income protection for unexpected illness.
• This is a public service position, and employee is required to be courteous, cooperative and respectful at all times, with the public and clients. Also establishes and maintains a courteous, cooperative and respectful working relationship with other employees, supervisors, and public officials.
• May be required to work nights, weekends, or during community emergencies and/or disasters, when work may vary from normal job responsibilities.

Benefits

• Wisconsin Retirement System (WRS)
• Countywide insurance plans plus growing access to local, no-cost care options for everyday health needs.
• Two dedicated banks of vacation and sick time
• Start earning vacation and sick time your very first day
• Bank up to 2× your annual vacation accrual
• Build up to 150 sick days as a full time employee

What This Job Offers

• Job Type: Full-time
• Career Level: Manager