INCOME MAINTENANCE CASEWORKER III - Energy/Reception Lead worker

Alamance County Government • Alamance County, NC

8d • Onsite

About The Position

Within this position employees are responsible for providing quality assurance, technical expertise and training across Economic Services, specifically to the Energy and Reception division. Thorough knowledge of Economic Services and Income Maintenance Programs are required and employee will be actively working with cases within the NC Fast system acting as a liaison between the agency and the NC Fast Help Desk. All DSS positions are subject to reallocation contingent upon funding, agency needs and client population and are subject to perform work during emergency or disaster situations as required and may be required to staff shelter overnight.

Requirements

• Bachelor’s degree from an accredited four-year college or university OR Associate degree from an accredited program in Human Services Technology, Social Services, Business Administration, or a closely related field OR High school diploma or equivalent with relevant paraprofessional, clerical, or public-facing experience.
• Qualifying experience includes interviewing, negotiating, explaining program information, customer service, data collection, data entry, data analysis, and performing mathematical or basic legal tasks.
• An equivalent combination of education, training, and experience may be considered.
• Two (2) years of experience as an Income Maintenance Caseworker is required in addition to the qualifications listed above.
• Prior experience with Microsoft Windows suites of products.
• Possession of a valid NC driver's license.

Nice To Haves

• Ability to accept responsibility and account for his/her actions.
• Ability to perform work accurately and thoroughly.
• Taking action to represent and advance interests of others by presenting facts and details.
• Ability to give thought and consideration to data for a logical judgment to be made.
• Ability to communicate effectively with others using the spoken word.
• Ability to communicate in writing clearly and concisely.
• Ability to concentrate on tasks through many distractions.
• Ability to be objective and empathic while maintaining self-composure and control of the conversation ensuring proper handling of all comments.
• Ability to take care of the customers' needs while following company procedures.
• Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Ability to inquire intensively into and seeking to expose a malpractice or controversial issue.
• Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
• Ability to mobilize people, create vision and strategy and uphold integrity in assigned work.
• Ability to multi-task in a fast-paced environment.
• Ability to find a solution for or to deal proactively with work-related problems.
• Ability to effectively build relationships with customers and co-workers.
• Creating a safe work environment; managing risks; reducing exposure liabilities.
• Ability to utilize the available time to organize and complete work within given deadlines.

Responsibilities

• Evaluate case records, benefit calculations, and all communication with customers to ensure proper procedures are followed in the delivery of benefits and compliance with policy standards.
• Plan, develop, and conduct training curricula tailored to trends identified through quality assurance reviews and troubleshooting within the NC FAST system.
• Maintain up-to-date awareness of policy changes, regulatory updates, and procedural guidance across all public assistance programs administered by Economic Services.
• Provide over-the-shoulder support to staff by assisting customers and coworkers with troubleshooting complex or problem cases in the NC FAST system.
• Advise and guide staff on policies, regulations, and eligibility criteria for income maintenance programs, ensuring consistent and accurate interpretation of rules.
• Serve as a lead worker, providing technical assistance, second-party reviews, and coaching to lower-level caseworkers to promote quality and timeliness in service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED