Income Maintenance Caseworker III - Lead Worker

Craven County•New Bern, NC

22h

About The Position

This position trains Income Maintenance caseworkers in the public assistance programs they will administer and provides training to new and existing staff on the implementation and ongoing use of the NC FAST computer system. The role also conducts second-party reviews of records to ensure work is accurate and meets state requirements. Review volume may increase based on identified issues or management or state directives. Based on review findings, the Lead Worker makes recommendations to the worker’s Supervisor and the Income Maintenance Administrator. The position supports the administration and delivery of public assistance programs in Craven County. The Lead Worker provides day-to-day assistance to Income Maintenance staff, mentors and coaches employees, develops training plans, monitors trainee progress, and provides feedback to leadership. The role interprets and applies county, state, and federal rules; supports accurate eligibility determinations, case management, documentation, and reporting; and helps resolve client complaints and system issues. It may also cover vacant caseworker positions by performing Income Maintenance Caseworker II duties, including client interviews, information verification, applications, recertifications, and case maintenance. Employees may periodically work with agitated clients and are frequently subject to heavy workloads and compressed time frames. Participation in emergency management duties is required as directed by Craven County and the State of North Carolina. Other duties may be assigned by the Supervisor, Income Maintenance Administrator, or Director.

Requirements

Two years of experience as an Income Maintenance Caseworker (IMC Worker), or an equivalent combination of training and experience.
Ability to interpret and apply county, state, and federal regulations, policies, and procedures.
Ability to review case records, identify discrepancies and trends, and make sound eligibility and case-management judgments.
Ability to communicate clearly and professionally verbally and in writing.
Ability to perform calculations required for eligibility and benefits using information technology.
Ability to use computer systems and software for accurate data entry, documentation, and case processing.
Ability to work with agitated clients and manage heavy workloads and compressed time frames.

Responsibilities

Train new and existing Income Maintenance staff on public assistance programs, policies, interviews, assessments, and NC FAST use.
Conduct second-party reviews of records at the volume required by the State of North Carolina, with additional reviews as directed or needed.
Recommend corrective actions or other responses to the worker’s Supervisor and the Income Maintenance Administrator based on review findings.
Interpret and apply county, state, and federal regulations, policies, and procedures to support accurate eligibility determinations and case management.
Maintain compliance with state and county policy, agency records, and reporting standards.
Oversee intake, assessment, and eligibility processes, including timely and accurate entry of client information and documentation.
Evaluate and resolve client complaints and provide feedback and corrective-action guidance to caseworkers.
Troubleshoot information-system issues and support staff in effective system and software use.
Provide day-to-day assistance, mentoring, coaching, and training to Income Maintenance staff; develop training plans and monitor performance and trainee outcomes.
Communicate complex information professionally to clients, staff, supervisors, and external partners, and provide regular feedback to leadership.
Cover vacant caseworker positions by performing Income Maintenance Caseworker II functions, including interviewing clients and collateral contacts; gathering and verifying information; investigating discrepancies; updating client information; completing applications and recertifications; and maintaining designated relative cases.
Participate in emergency management duties as required by Craven County and the State of North Carolina.
Perform other duties as assigned by the Supervisor, Income Maintenance Administrator, and Director.