Income Maintenance Caseworker III Lead/Trainer

Stanly County•Albemarle, NC

22h•Onsite

About The Position

The Trainer has responsibility for training newly hired personnel in all Income Maintenance (Medicaid and Special Assistance) policy and procedures for both applications, recertifications and case maintenance. This involves instruction in current policy, agency/unit intake procedures, interview techniques, verification procedures, program interoperability, and referral to other agencies. Training of new personnel will take them from their initial exposure to DSS and carry them through the point at which they can conduct thorough client interviews and disposition applications/cases on their own with only minor supervision. New employee’s work is reviewed according to mandated timeframes and feedback is provided to the Supervisor. Other duties will include quality assurance for the IM Programs. Trainer will conduct second party reviews, as directed, of all Income Maintenance caseworker’s completed work on a regular basis to assure that casework is being completed in a timely and correct manner. This will be accomplished by randomly pulling cases from caseworkers, as directed, and completing a second party review on each case that is reviewed. This position will provide a primary contact for the problem resolution (i.e. troubleshooting) for all programs administered through NC Fast (North Carolina Families Accessing Services through Technology), which specifically includes assuming responsibility for “fixing’ complex problems and a where the consequences of such action can have considerable effect on the client. This employee will be involved in resolving client complaints and appeals of actions taken by IMC II staff, analyzing program and system wide issues and offering recommendation for corrective action. This employee will provide a wide range of tasks in the eligibility determine/redetermindation process which requires an in-depth knowledge of all income maintenance programs and functions. This employee will assist supervisors with second party checking of redetermination cases and complete other redetermination functions.

Requirements

Graduation from high school or GED
Two years income maintenance caseworker experience, preferably in a NC county.
Thorough knowledge of the program area(s) of assignment and of the federal, state, and county rules and regulations governing eligibility for assistance under various programs.
Considerable knowledge of and ability to read, analyze, interpret, and apply federal, state, and county program rules, regulations, and procedures.
Considerable knowledge of agency and community programs and services.
Working knowledge of standard office procedures, practices, and equipment.
Skill to use a variety of office machines, computers, applicable software and typing.
Skill in customer service excellence, collaborative conflict resolution and teamwork.
Ability to comprehend complex information, rules, regulations, and procedures, to apply to specific cases, and to teach and explain this information to other caseworkers and clients.
Ability to train other workers and evaluate their work.
Ability to work effectively in any line eligibility line staff position assigned and to advise lower-level income maintenance caseworkers on income maintenance programs’ policies.
Ability to understand and follow oral and written directions and to establish and follow detailed work procedures.
Ability to prioritize work and complete required tasks within structured time limits.
Ability to perform mathematical reasoning and computations with speed and accuracy.
Ability to prepare and maintain accurate records and reports.
Ability to communicate effectively orally and in writing with individuals of varied social, economic, cultural, and educational backgrounds, maintaining composure and keeping emotions in check, even in difficult situations.
Ability to attend work regularly.
Ability to establish and maintain effective working relationships with other employees, community and state agencies, and the general public.
Ability to work effectively, tactfully, and courteously with the public and other governmental organizations.

Nice To Haves

Experience in eligibility determination in an Income Maintenance program.
NC Fast Human Service Certification and/or experience is preferred.
An equivalent combination of training and experience may be considered.

Responsibilities

Conducts second party reviews on case actions, verifying correctness accuracy of all case actions; reviews errors with caseworker and retrains.
Provides daily technical assistance regarding eligibility policies and procedures and NCFAST system to lower-level caseworkers.
Trains new or transitional employees in all aspects of job tasks and program functions such as interviewing techniques, program policies and procedures, documentation, budgeting, and multiple state and local technology systems.
Creates training materials such as cheat sheets and keying instructions.
Assigns tasks to caseworkers in NCFAST and monitors reports to ensure program deadlines are met.
Interviews clients, takes applications, gathers information, assesses needs and situations, determines eligibility, and processes applications, changes, and recertifications for Food and Nutrition, Medical Assistance, Emergency Assistance, and related programs as assigned.
Computes initial budgets and revises budgets as changes occur in the household or in income which may be complex and time consuming based upon client’s situation and assets.
Enters and maintains case data in the appropriate county and state systems.
Maintains a caseload and reviews all cases at designated review periods to determine a family's or individual's continuing eligibility.
Documents case records; maintains records, files, and confidentiality.
Gathers and reviews household income, financial resources, and residency data.
Reviews declaration forms and other application forms, verifying through telephone calls and correspondence with local government representatives, employers, attorneys, neighbors, and other similar contacts.
Responds to third party estate recovery notices, providing documents and information as required.
Explains complex program requirements such as asset rules, options, advice, and refers to other resources or programs.
Informs client of rights and obligations as prescribed by program policies.
Responds to inquiries from clients and citizens; provides information and assistance.
Troubleshoots NCFAST system issues and communicates with NCFAST help desk to resolve system issues.
Communicates with client’s social worker, attorney, power of attorney, nursing homes and/or authorized representative, providing pertinent information.
Compute and authorize amounts of assistance for programs.
Enters and retrieves data from the appropriate state and county systems.
Produces monthly financial reports; searches documents for posting errors.
Operates computer, scanner, calculator, and other standard office equipment incident to maintaining records.
Participates in ongoing training as required.
Participates in teams, task forces, committees, job fairs, off-site applications and outreach activities as assigned.
Ensures all federal, state, and local policies and procedures are followed.