What are the responsibilities and job description for the Benefit Programs Supervisor position at City of Richmond?
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.
- 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.**
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
PREFERRED TRAINING AND EXPERIENCE:
- 2 years of supervisory experience preferred.
Salary : $65,513 - $102,738
