Income Maintenance Caseworker III

The primary purpose of this position is to assist the Unit Supervisor with the administration of all Income Maintenance Program(s) and to ensure all needy and eligible people receive the correct benefits in a timely manner. Including carrying vacant caseloads and assisting whenever the unit is in need.

This position partners with other supervisors and Leadworkers to work collaboratively and cooperatively on program administration, system functionality problems, orientation/training and cross -training, ongoing staff development, and consultations for unit/agency staff. Serves as direct back up for IM Supervisor of the assigned unit.

Income Maintenance Lead worker may provide outreach to citizens, civic groups, and support organizations.

IM Lead worker assists in managing the unit to ensure department compliance with federal and state regulations by reviewing and disseminating to staff information contained in policy updates. Problem solves and facilitates staffing with line staff around client related issues. Analyzes impact of policy on clients and staff and develops plans for implementing change. Assists in training along with the QC/QI Training Staff.

To perform this job successfully, an individual must be able to complete the essential functions of the position with or without reasonable accommodations.  Reasonable accommodations may be requested by contacting Pender County Human Resources.

• Responsibilities and duties which include planning, organization, directing, monitoring unit performance, staff development, and customer service.
• Assists the unit Supervisor in identification of strengths and weaknesses and training.
• Assists the unit supervisor in evaluating performance levels and establishing goals for the unit and individual staff members, assuring that benefits are issued accurately. 
• Assists the unit supervisor on continuously assessing workload requirements as determined by an understanding of program policies and anticipated changes. 
• Assists the unit Supervisor in assessing how the workload is impacting quality and timeliness of work completed by staff.
• Provides guidance, direction and training to employees within their unit and agency. 
• Assists the unit supervisor in making decisions regarding requests for assuring adequate staff to maintain necessary workflow.
• Assists the unit supervisor maintaining case records and compliance with programs mandates through periodic review and assessment.
• Assists the supervisor in evaluating statistical information to determine benefits are being delivered within specific time frames.
• Assists in establishing unit goals and continuously encourage the achievement of goals. 
• Assist the IM Supervisor in conduction monthly meetings as a unit and individually to evaluate training needs and problems and to provide updates on policy and other issues. 
• Assists the supervisor in addressing work performance with fair and honest manner.
• Coaches staff in customer service expectations assuring they have the skills to meet these expectations with both internal and external customers. 
• Acts as a mediator between clients and staff.
• Exhibits excellent customer service skills and problem resolution skills when interviewing clients. 
• Assures that clients are treated with dignity and respect in all areas.
• Other duties as assigned.

IM Lead worker must possess considerable knowledge of all the programs. General knowledge of all agency and community programs and services which could affect the client/applicant is also needed. IM Lead worker must have the ability to read, analyze and interpret rules regulations and procedures. IM Lead worker must have the ability to communicate with clients/applicants, the public at large and public officials to obtain data, and to explain and interpret rules, regulations, and procedures. The IM Supervisor II must demonstrate interest in understanding the needs, problems and attitudes of disadvantaged people and staff. IM Supervisor II must have ability to train employees in new and existing policies, regulations, and implementation of corrective action.

 A bachelor's or associate degree with one year of experience in an income maintenance program with management experience; or graduation from high school and two years of paraprofessional or clerical public contact experience which should have included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data, and/or the performance of mathematical or legal tasks with one year of experience in an income maintenance program and managerial experience; or graduation from high school and three years of experience in an income maintenance program with managerial experience; or an equivalent combination of training and experience. Must possess excellent computer skills sufficient to use NC FAST, North Carolina's online case management system, as well as various other search engines and software programs.

Experience in certain related agencies, health care agencies, and volunteer work with helping organizations such as Red Cross, part time workers in LIEAP or any other type that is based on need criteria.

Bilingual applicants with fluency in Spanish are encouraged to apply.    

Valid driver's license in the State of North Carolina.

This work requires the occasional exertion of up to 10 pounds of force; work regularly requires speaking or hearing, using hands to finger, handle or feel and reaching with hands and arms, frequently requires standing and occasionally requires walking, sitting, pushing or pulling and lifting; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data, operating motor vehicles or equipment and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

Salary : $44,978 - $55,660