Income Maintenance Supervisor II - Food & Nutrition Services

Johnston County•Johnston County DSS, NC

About The Position

Johnston County Department of Social Services is hiring an Income Maintenance Supervisor II for Food and Nutrition Services (FNS) Application Processing. The position provides direct supervision, leadership, training, and oversight to staff who process FNS applications and reports to the Economic Services Program Manager. The supervisor ensures applications are processed accurately and timely in accordance with federal and state requirements, while supporting accountability, quality, customer service, and continuous improvement. The role includes monitoring staff performance, workloads, pending applications, timeliness, accuracy, documentation, and policy compliance. The supervisor provides technical assistance on complex eligibility matters, reviews casework and reports, addresses errors and processing delays, and works with Quality Assurance and Program Integrity staff to reduce payment errors. The supervisor also supports staff development and performance management, contributes to procedures and workflow improvements, responds to escalated customer concerns, and participates in meetings, training, audits, and quality improvement activities. Disaster response, shelter operations, emergency management activities, and other agency duties may be required as needed.

Requirements

Three years of experience as a caseworker or investigator in an income maintenance program, preferably including one year of supervisory experience; or an equivalent combination of training and experience.
Thorough knowledge of Food and Nutrition Services eligibility policies, rules, regulations, and procedures.
Thorough knowledge of NC FAST and its application to FNS eligibility and case processing.
Considerable knowledge of eligibility determination, verification requirements, income budgeting, deductions, household composition, and FNS case documentation.
Knowledge of federal and state requirements governing Food and Nutrition Services.
Knowledge of quality assurance principles and methods for identifying, preventing, and correcting eligibility and payment errors.
Knowledge of supervisory practices, including coaching, employee development, performance management, and workload management.
Ability to interpret and apply complex policies and procedures.
Ability to analyze case information, reports, and performance data to identify trends, errors, and corrective-action needs.
Ability to prioritize work and manage competing deadlines and workloads.
Ability to provide clear, accurate technical assistance on complex FNS eligibility issues.
Ability to communicate effectively orally and in writing with employees, management, customers, community partners, and state representatives.
Ability to establish and maintain effective working relationships with employees, agency leadership, customers, and other stakeholders.
Ability to recognize problems, evaluate information, and recommend appropriate solutions.
Strong critical-thinking and problem-solving skills, including the ability to analyze complex eligibility issues and identify potential errors or inconsistencies.
Ability to maintain confidentiality and appropriately handle sensitive customer and employee information.
Ability to plan, organize, coordinate, and monitor assigned staff work.
Ability to use computer systems, databases, spreadsheets, reports, and other technology needed for supervisory responsibilities.
Ability to promote accuracy, timeliness, accountability, customer service, and continuous improvement.

Nice To Haves

Experience with NC FAST, FNS application processing, quality assurance, workload management, staff training, or performance monitoring is highly desirable.
Supervisory experience is preferred.

Responsibilities

Directly supervise, lead, coach, and provide technical assistance to FNS Application Processing staff.
Monitor caseworker workloads, pending applications, performance, timeliness, accuracy, documentation, productivity, and policy compliance.
Review workload data and reports to identify trends, performance concerns, backlogs, and improvement opportunities.
Assist staff with complex FNS eligibility issues, including income, household composition, resources, deductions, verification, and expedited services.
Ensure case actions and supporting documentation are properly recorded and maintained in NC FAST.
Review caseworker work for accuracy and completeness and ensure identified errors are corrected promptly.
Work with Quality Assurance and Program Integrity staff to identify error trends and root causes and develop strategies to improve case accuracy and reduce payment errors.
Monitor FNS performance measures and assist the Economic Services Program Manager with corrective action plans when standards are not met.
Provide ongoing training, coaching, and policy updates based on staff needs, policy changes, quality findings, and performance trends.
Participate in developing and implementing procedures, training materials, and workflow improvements.
Evaluate employee performance, provide regular feedback, and conduct coaching and performance management as appropriate.
Assist with hiring, onboarding, training, and development of FNS Application Processing staff.
Promote consistent application of FNS policy and coordinate with other Economic Services supervisors to support consistency across programs.
Respond to escalated customer concerns and help staff resolve complex customer service issues.
Communicate with agency leadership, staff, customers, community partners, and state representatives.
Maintain current knowledge of FNS policy, regulations, state guidance, NC FAST functionality, and agency procedures.
Participate in state, county, and agency meetings, training, workgroups, audits, and quality improvement activities as assigned.
Assist with disaster response, shelter operations, emergency management activities, and other agency responsibilities as needed.
Perform other duties as assigned.