Benefit Programs Supervisor

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The City of Richmond Department Social Services is seeking a qualified candidate to fill the position of Benefit Programs Supervisor in the Division of Economic Support and Independence (ES&I). The incumbent for this position will supervise employees and activities related to front-line customer service, citizen assistance, and initial case screening and assignment.

Duties include but are not limited to

• Incumbent will provide supervision to customer service personnel, handle escalated complaints from citizens, and provide complex case research.
• Work may include establishing and interpreting policies and procedures; managing customer flow; preparing monthly reports; conducting training sessions; assisting with customer traffic; auditing and validating daily reports; researching errors; and opening/closing the office.
• Providing training and ongoing development activities to newly assigned customer services staff members and assess performance on a regular basis;
• Reviewing and analyzing case activity for policy compliance and payment accuracy; Oversight of case-processing, case management, and service delivery by employees;
• Coaching and mentoring employees and documenting performance;
• Participating in the hiring process for staff;
• Researching case histories and authorizing actions and maintaining statistical data;
• Acting as liaison to external and internal organizations and the general public;
• Compiling and analyzing management reports on workload distribution and performance standards;
• Ensuring quality customer service.

• **City of Richmond Department of Social Services employees are considered essential personnel may be required to work during inclement weather and times of declared emergencies.**

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:

Considerable knowledge in Social and Human Services programs such as SNAP, TANF, Medicaid, and General Relief programs; Supervisory and management practices; and Social Services or Human Services policies and practices.

Demonstrated skills in leadership and supervisory skills including coaching, training, and staff development; Business, technical, and report writing; and program planning and evaluation.

Demonstrated ability to work with diverse populations, including hard to serve and low income communities to generate trust and cooperation of community residents and others; Interpret and apply relevant policies; Problem-solve and resolve conflicts and think critically.

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in human services, social work, or a related field
• Six (6) or more years of relevant work experience in various federal, state and local public assistance and benefit programs or services programs
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

LICENSING, CERTIFICATIONS and/or OTHER SPECIAL REQUIREMENTS:

• None required

• 2 years of supervisory experience preferred.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.