Title: Income Maintenance Supervisor III (IM QA Program Manager)

Department: Social Services

Type: Full-Time w/ Benefits/ Exempt

Salary Range: Grade 69C *Starting salary based on qualifications and experience.

Location: Davidson County

General Statement of Duties

This Income Maintenance Supervisor III supervises unit of Income Maintenance Caseworker III/Trainers and Program Integrity Investigators providing leadership, direction, coaching and performance evaluations. Works with collaboratively with Income Maintenance Division leadership to oversee quality improvement, quality assurance, compliance, and productivity and timeliness in Medicaid, Food and Nutrition Services, Subsidized Childcare Assistance, Program Integrity, Energy Assistance, Special Assistance Programs, and Work First programs. Oversees internal audits and record reviews and coordinates external audits of division programs. . This position also serves as day to day supervisor for staff who are in training Work is performed under the regular supervision of the Income Maintenance Program Administrator I or Income Maintenance Program Administrator II.

Distinguishing Features of the Class

An employee in this class is responsible for ensuring that IMC III caseworkers conduct training on new and revised policy, maintaining training curriculum for their assigned Income Maintenance Programs, which could include Medicaid – Family and Children’s or Adult Medicaid (including Long Term Care and Special Assistance), Food and Nutrition Services, Crisis Intervention, Low Income Energy, or other programs. In addition, will review work of the IMC IIIs to ensure quality is maintained and work is performed correctly and timely. Gathers data related to program compliance trends and tailors staff development accordingly. Requires considerable knowledge of all Income Maintenance Programs, forms, documents, and manuals used to determine eligibility; considerable knowledge of data management; skill in mathematical reasoning and computation; and ability to instruct, organize, direct, and supervise lower-level employees performing income maintenance duties. Training is completed in NCFAST and requires knowledge and successful navigational skill in NCFAST.

Illustrative Examples of Work

- Organize and direct day to day work of the unit.

- Establish, organize, plan, and direct goals and standards for the unit. Evaluate progress toward meeting those goals and performance standards.

- Monitor and maintain unit structure and workflow to ensure training needs are being met timely. Monitor the workflow to ensure work is being completed accurately and timely.

- Demonstrate and enforce a team concept for working with other units and for delivery of services.

- Analyze various unit and program reports to compile data for reporting to the agency, Director and DSS Board the work performance of the unit.

- Analyze various reports that show where additional training may be needed and/or any needs of the unit to meet goals; provides regular updates to the Program Administrator and Director.

- Completes performance evaluations to assess staff performance and progress toward established goals; counsel’s employees and provides regular feedback regarding performance.

- Coordinate training of new staff with the agency trainers to ensure that workers are trained and have knowledge needed to fulfill job requirements.

- Evaluate frequently changing policies and how it will affect workers regarding training and transition.

- Ensure staff is informed of changes in policy as they occur and continuously evaluates training needs of the unit based on new policy. Coordinate the need for additional training of new policy, procedure as needed for experienced staff.

- Counsel to determine a worker’s needs and initiate disciplinary action on workers who fail to meet work performance goals. Ensures corrective action plans are completed and worker performance improves. Keep Program Administrator and Director informed of progress.

- Interview and recommend final selection candidate for new hire to the Program Administrator for consideration by the Director.

- Review 2nd party scores to ensure compliance with Federal, State and Agency policy, procedures and guidelines. Identify where additional training may be needed and/or any needs of the unit to meet goals; provides regular updates to the Program Manager, Program Administrator and Director.

- Assist auditors, monitors, and quality control representatives as needed.

- Adheres to county, state and federal rules, regulations and policies

- This position is required to perform mandatory emergency shelter duty should the need arise

- Performs other duties as assigned.

Recruitment and Selection Guidelines

Knowledge, Skills and Abilities

- Extensive knowledge of Income Maintenance programs - policies, procedures, and eligibility requirements

- Considerable knowledge of all forms and documents used in determining eligibility

- Thorough knowledge of needs, problems, and attitudes of disadvantaged persons

- Considerable knowledge of all agency programs and services

- Considerable knowledge of community programs and services which could affect the client/applicant

- Solid organization skills to manage a variety of staff and programs

- Ability to successfully assess needs, plan and implement change

- Ability to handle stress, remain positive and flexible

- Excellent communication skills, both written and verbal and the ability to communicate with supervisors, other agency staff, public officials, and the community orally and in written form to obtain information and to explain and interpret rules, regulations, and procedures

- Ability to read, analyze, and interpret rules, regulations, and procedures and explain it to staff and implement frequently changing policies

- General knowledge of basic supervisory/management skills

- Ability to motivate staff and maintain high morale for the unit

- Ability to consistently meet established time frames

- Ability to identify procedural or process problems and implement effective solutions.

- Skill in instructing, organizing, directing, and supervising lower-level employees, including setting goals and monitoring accomplishments

- Ability to assess and evaluate potential personnel problems and needs within the unit

- Ability to counsel and discipline staff when necessary

- Ability to establish and maintain satisfactory working relationships with other units in the department, other county departments, local and state agencies

- Extensive knowledge of computer programs including but not limited to NCFAST, and Microsoft Office Products – specifically Excel and Word

- Knowledge of the department’s organizational structure and services provided by other units within the agency, the functions of these units and their basic eligibility requirements for referral purposes.

- Thorough knowledge of the needs and characteristics of the clients DSS serves

- Mathematical Skills, including the ability to work with numbers, percentages, and monetary figures

Physical Requirements

- Must be able to perform the basic life operational support functions of stooping, kneeling, crouching, reaching, walking, fingering, grasping, talking, hearing and repetitive motions.

- Light work, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

- Must have close visual acuity to prepare and analyze data and figures, work on the computer and perform extensive reading.

- Worker is subject to inside environmental conditions: protection from weather conditions but not necessarily from temperature changes.

- The worker is not substantially exposed to adverse environmental conditions

- Worker is in contact with potentially infectious bodily fluids during the performance of his/her duties.

- Worker may be in contact with individuals who are hostile or irate

Education and Experience

- Four years of experience in income maintenance program including one year of supervisory experience in an income maintenance or service program; or an equivalent combination of training and experience.

Agency prefers NC Income Maintenance Program experience.

Licenses and Certifications

Valid North Carolina Driver License