PROGRAM ELIGIBILITY SUPERVISOR/EXPERT

State of Arkansas•Batesville, AR

1d•$57,351 - $84,879•Onsite

About The Position

The Program Eligibility Supervisor/Expert is responsible for overseeing the daily operations of program eligibility staff, ensuring accurate and efficient eligibility determinations for state-administered assistance programs, and for reviewing, verifying, and determining applicant eligibility for state-administered programs. This position provides leadership, guidance, and support to a team responsible for processing applications, reviewing eligibility cases, and delivering high-quality customer service to Arkansas residents. The assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts.

Requirements

Strong understanding of eligibility determination processes, regulations, and case management.
Ability to analyze complex cases, apply policies, and make informed decisions.
Proficiency in data entry, reporting systems, and case management software.
Skilled in analyzing issues, identifying solutions, and making sound judgments.
Excellent verbal and written communication skills for interacting with staff, applicants, and agency officials.
Ability to prioritize multiple tasks, meet deadlines, and manage caseloads effectively.
At least three years of experience in eligibility determination, case management, social service administration, or a related field including one year in a leadership capacity.
Requires the ability to multi-task, problem solve and prioritize.
Must be able to escort clients to and from the lobby multiple times a day.
Must be able to sit, type, and talk on the phone for long periods of time.
Requires some standing at the multi-functional device for scanning and copying.
Sufficient interpersonal skills to ensure a positive relationship with clients and coworkers.

Nice To Haves

The formal education equivalent of a bachelor’s degree in psychology, sociology, social work, business, public administration, or a related field, plus three (3) years of experience in social or community service work, including two (2) years in a supervisory or leadership capacity.

Responsibilities

Supervise, train, and support a team of eligibility specialists, caseworkers, or analysts.
Ensure compliance with state and federal regulations, policies, and procedures related to program eligibility.
Develop and implement strategies to improve team efficiency, accuracy, and productivity.
Oversee the review and processing of program applications and eligibility determinations.
Ensure accurate and timely case decisions based on program policies and applicant qualifications.
Monitor case documentation, reporting, and record-keeping for accuracy and compliance.
Conduct quality assurance reviews and audits to identify and correct errors.
Address complex eligibility issues and escalate cases requiring higher-level review.
Resolve customer complaints and inquiries in a professional and timely manner.
Analyze trends in program applications, eligibility approvals, and error rates to improve operations.
Prepare reports on program performance, caseload statistics, and compliance findings.
Interprets policies and laws in the absence of precedents to resolve issues and enhance service delivery or coordinates with available resources to interpret policy and laws working closely with Program Eligibility Analysts and the policy unit.
Coordinates and integrates the delivery of quality human services through departmental personnel in accordance with DHS Policy 1056.
Develops and implements office procedures to enhance the delivery of services of DHS services in the local community and statewide.
Receives, investigates, and resolves complaints and inquiries timely from clients across the state and central office or legislative inquiries.
Develops and implements methods to improve public access to DHS services and information.
Responds to requests for information from public officials timely and professionally.
Develops and implements written training plans for direct reports and subordinate supervisors while fostering a learning environment.
Coaches employees effectively, fostering a communication friendly environment.
Initiates and responds to verbal and written correspondence and inquiries appropriately and timely.
Resolves conflict in the workplace by providing guidance and support.
Provides employees with constructive feedback about performance in the workplace regularly.
Follows direction of upper management and disseminates information to staff with a positive attitude.
Demonstrates an understanding of agency objectives.
Administers and complies with all DHS policies and procedures.
Confronts non-performance.
Approves time/leave and monitors the use of approved overtime.
Administer and monitor compliance of maintaining a 95% timeliness rate and 95% accuracy rate for all SNAP, Health Care, and TEA related case actions.
Fosters professionalism, cooperation, and teamwork within the staff and with other work units.
Assists with projects to enable area/state to meet established goals.
Develops and supports professional standards.
Acts as CA upon request completing all necessary reports in a timely manner.
Supports all colleagues around the state willingly.
Responds to discrimination complaints with all facts and does not withhold information.
Cooperates with Administrative Reviews and maintains confidentiality of the information provided/received in the review.
Certifies all required trainings within mandated time frames.
Reviews and certifies review of all required DHS policies.
Complies with all DHS policies and procedures including administrative and program policies and procedures.
Ensures staff compliance with ethical standards, privacy policies, confidentiality policies, security policies, and all other policies protecting sensitive information.
Monitors program accessibility and delivery in SNAP, Health Care, and TEA.
Monitors daily reports for SNAP, Health Care, and TEA providing workers a list of priority cases needing to be addressed to ensure goals are met.
Develops and implements strategies and/or corrective actions to ensure performance goals are met.
Resolves procedurals problems.
Ensures monthly performance reviews and annual personnel evaluations are completed timely and accurately for staff in chain of command.
Reviews assignments and performance of subordinate staff.
Provides policy/procedure interpretation.
Administer and monitor compliance: Process SNAP cases with a 95% timeliness rate and a 95% accuracy rate.
Administer and monitor compliance: Process Expedited SNAP applications with a 95% timeliness and accuracy rate.
Administer and monitor compliance: Process changes with a 95% timeliness rate and accuracy rate.
Administer and monitor compliance: Process initial and secondary applications with a 95% timeliness and accuracy rate.
Administer and monitor compliance: Process Renewals and Recertifications with a 95% timeliness and accuracy rate.
Administer and monitor compliance: Process TEA applications with a 95% timeliness and accuracy rate.
Process Combo SNAP/Medicaid/TEA cases with a 95% timeliness and accuracy rate.