State Program Director

State of Indiana•Indianapolis, IN

63d•Onsite

About The Position

The Division of Family Resources (DFR) within the Family and Social Services Administration (FSSA) is responsible for establishing eligibility for Medicaid, Supplemental Nutrition Assistance Program and Temporary Assistance for Needy Families benefits. The division also manages the timely and accurate delivery of SNAP and TANF benefits. DFR also provides employment and training services to some SNAP and TANF recipients. The division’s overarching focus is the support and preservation of families by emphasizing self-sufficiency and personal responsibility. The Manager of Eligibility Systems serves as the primary leader responsible for overseeing all eligibility systems within the Division of Family Resources (DFR). This role ensures that SNAP, TANF, and Health Coverage eligibility processes operate accurately, efficiently, and in compliance with state and federal guidelines. The manager acts as the business representative for all system enhancements, maintenance initiatives, and technical alignments across DFR programs. This position leads system Subject Matter Experts (SMEs), partners with policy, operations, training, and executive leadership teams, and collaborates closely with other FSSA divisions-such as the Office of Medicaid Policy and Planning (OMPP) and the Division of Strategies and Technologies. The incumbent provides analysis, recommendations, and guidance that support operational excellence, quality improvement, and effective service delivery. The manager must maintain deep knowledge of federal/state regulations, DFR business processes, and multiple FSSA computer systems. This role is highly analytical, requires strong judgment, and involves leading multiple complex projects. The position supervises four Program Director 1 roles and serves as an escalation point for system‑related issues.

Requirements

Deep knowledge of DFR programs, systems, and policies, including strong understanding of SNAP, TANF, and Health Coverage eligibility requirements; and extensive familiarity with multiple FSSA computer systems used in eligibility determinations.
Strong analytical and problem‑solving skills to evaluate complex system issues, interpret policy changes, and make sound, timely recommendations.
Ability to manage and lead subject matter experts, including supervising multiple employees and providing direction, coaching, and oversight.
Comfort with high‑volume communication, including responding to frequent requests for information, managing escalations, and maintaining clear, professional communication with internal and external partners.
Strong project coordination skills, with the ability to participate in and represent DFR in ongoing system enhancement and maintenance efforts, multi‑agency meetings, and vendor interactions.
Solid understanding of State and Federal rules, regulations, and procedures, and the ability to ensure system and process decisions align with compliance expectations.
Capacity to anticipate problems and initiate corrective actions, including assessing risks, identifying gaps, and driving solutions.
Effective collaboration skills, working with a broad range of partners: policy staff, operations teams, training teams, executives, vendors, contractors, and advocacy groups.
Ability to evaluate business processes and identify opportunities to improve efficiency, accuracy, and operational performance.
Strong communication (written and verbal), including the ability to clearly document findings, communicate system impacts, and present recommendations to the DFR Executive Team.
Comfort working in a dynamic, high‑complexity environment, handling multiple projects, frequent changes, and daily technical or operational challenges.
Commitment to maintaining positive working relationships with local, state, and federal partners, as well as internal teams and service providers.
Readiness for statewide travel, as needed for meetings, collaboration, or field support.
Ability to delegate work, set clear direction, and manage workflow.
Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skill sets.
At least 5 + years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
Completion of relevant education degree(s) may substitute for equivalent years of experience.
Individuals should have the ability to perform essential functions with or without accommodations.

Nice To Haves

A degree is not required.

Responsibilities

Review system alerts, emails, and escalated issues from DFR Eligibility Systems SMEs to identify risks or functionality concerns.
Meet with SMEs, policy staff, operations leadership, and technical partners to gather updates on system performance and eligibility processes.
Represent DFR business needs in project meetings involving system enhancements, maintenance, and cross‑agency technology initiatives.
Analyze policy changes and operational updates to determine necessary system adjustments or workflow impacts.
Provide direction, guidance, and recommendations to Business System Consultants.
Serve as the central point of escalation for complex eligibility system issues, reporting risks and status updates to DFR leadership.
Review and evaluate business processes to improve efficiency, accuracy, and timeliness of benefit delivery.
Prepare findings, recommendations, and system improvement updates for the DFR Executive Team.
Provide daily coaching and oversight to four Program Director 1 employees.
Communicate with partners across FSSA divisions, state agencies, contractors, and advocacy groups to ensure alignment and support.
Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.
Ensure work adheres to quality standards, deadlines, and proper procedures.

Benefits

Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
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