Income Maintenance Supervisor II- Support Services

Vance County•Henderson, NC

84d•Onsite

About The Position

This position provides supervision and oversight of the support services unit, which includes the front desk receptionist, two (2) switchboard operators, foreign language interpreter and four (4) processing assistant positions providing support to the Income Maintenance programs (Adult Medicaid, Family and Children’s Medicaid, Food and Nutrition services, Child Support Enforcement and Work First). The position also provides back-up coverage to these positions as needed. Assures the flow of visitors to the department and connecting them to the appropriate staff person based upon their needs. Ensures that staff is correctly routing calls and assignment of cases. Performs coaching, training, monitoring and corrective action with staff in the unit. Prepares reports regarding applications by program and visitors to the agency. Completes personnel evaluations and counsels staff regarding any performance issues. Works as a team member with other unit supervisors and reports to the Income Maintenance Program Administrator I. This position accesses NC Fast and performs eligibility and enrollment functions.

Requirements

Considerable knowledge of all income maintenance programs, forms, and documents used in determining eligibility.
Considerable knowledge of the use of the income maintenance manuals.
Considerable knowledge of needs, problems, and attitudes of disadvantaged persons.
General knowledge of all agency programs and services.
General knowledge of community services and programs which could affect the client/applicant.
General knowledge of the budget process.
Good mathematical, reasoning, and computational skills.
Ability to instruct, organize, direct, and supervise lower level employees.
Ability to learn basic supervisory/management skills.
Ability to communicate effectively with workers, supervisors, applicants, and community agencies to obtain pertinent data and to interpret rules and regulations.
Ability to present information orally and in written form.
Three years of experience as a caseworker or investigator in an income maintenance program, preferably with one year of supervisory experience; or an equivalent combination of training and experience.

Responsibilities

Manage the workflow of the unit. This includes assigning work and delegating responsibility, assures that staff workloads are balanced and that coverage of essential duties is performed during times of staff shortages.
Coordinate closely with the other supervisors in planning and coordinating work assignments and flow of work.
Assists the Program Administrator and DSS Director in interviewing and selecting candidates to fill vacant positions.
Coordinate with staff development in assuring that staff receive training in program and policies and procedures.
Provide coaching and guidance to new and experienced staff regarding work performance and provide counseling when necessary.
Complete disciplinary action as needed in coordination with department leadership.
Complete performance evaluations for subordinates as required.
Maintain notes and documentation of staff performance, counseling and corrective action.
Conduct regular individual staff conference and unit meetings, convey information to staff regarding policy changes or other agency directives.
Monitor staff leave requests and leave time.
Perform tasks to support Income Maintenance caseworkers, including; adding all auto-newborns to the mother’s case, deliver mail, faxes and emails to the caseworker.
Work the queues in NC Fast, assist with KARTS billing and check application and recertification logs for accuracy.
Ensure that client “first contacts” with DSS personnel are courteous and professional.
Administer iiReception for the department, key CAP/DA billing, order and disperse supplies and coordinate coverage with the Building Security Company.
Assure that EIO board is functional.
Provide data and information to DSS leadership as needed.
Collaborate with supervisors and staff of other units at DSS regarding program or policy questions and support communication and positive working relationships across the department.
Communicate with representative of community agencies and organizations regarding program policies and procedures while maintaining client confidentiality.
Seek to promote a positive image of DSS in all interactions.
Perform other duties as assigned by the agency director to include emergency duty and assisting with displaced children and/or adults.
Perform other duties and responsibilities as assigned by the Income Maintenance Program Administrator or DSS Director.