Income Maintenance Supervisor

The primary purpose of this position is to oversee the administration of all the Income Maintenance Program(s) and to ensure all needy and eligible people receives the correct benefits in a timely manner.

This position partners with other supervisors to work collaboratively and cooperatively on program administration, personnel matters, system functionality problems, orientation/training and cross -training, ongoing staff development, scheduling, evaluations and consultations for staff and any other appropriate county business as assigned by IM Administrator or the agency Director. Serves as direct back up for IM Supervisor of the assigned unit.

Income Maintenance Supervisor II may provide outreach to citizens, civic groups, and support organizations.

Income Maintenance Supervisor II manages 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. Prepares reports on department and staff activities to aid in the formation of the department budget.

The Income Maintenance Supervisor II may represent the department on various county and state committees.

Income Maintenance Supervisor II may supervise directly and/or indirectly supervises all caseworkers within the unit of responsibility.

In addition, the Supervisor provides supervision to the receptionist unit in the absence of the Income Maintenance Administrator.

Qualification Requirements
 
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

• This position involves responsibilities and duties which include the following: planning, organization, directing, monitoring, management, supervision, evaluating, staff development, and customer service.
• This position utilizes a structured procedure involving analysis of data on unit performance; identification of strengths and weaknesses; evaluates need for staff, space, equipment training and justifies same to administration. Evaluates performance levels and establishes goals for unit and individual staff members, assuring that benefits are issued accurately. Continuously assesses workload requirements as determined by an understanding of program policies and anticipated changes. Assesses how the workload is impacting quality and timeliness of work completed by staff.
• This position provides guidance, direction, training, and coaching to employees under supervision. Makes decisions regarding requests for assuring adequate staff to maintain necessary workflow. Ensures maintenance of case records and compliance with programs mandates through periodic review and assessment. Evaluates statistical information to determine benefits are being delivered within specific time frames.
• This position conducts performance evaluations in accordance with direction from the County Human Resources department. Assists in establishing unit goals and continuously encourage the achievement of goals. IM Supervisor Senior conducts monthly meetings as a unit and individually to evaluate training needs and problems and to provide updates on policy and other issues. Addresses work performance with staff and handles all performance issues in a sensitive, fair, and firm matter.
• 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 irate clients who disagree with the action taken on their application or case. Assures that clients are treated with dignity and respect in all areas.
• Responsible for performing any other assigned duties that may be deemed necessary by the Income Maintenance Administrator and/or agency director.
• Other duties as assigned.

Knowledge of all income maintenance programs. Considerable knowledge of the Family and Children's Medicaid Program, state and federal program guidelines, and a complete understanding of the N.C. FAST Program.
 
Ability to supervise people. Strong computer skills. Good mathematical skills. Must be able to read and interpret reports. Must have strong communication skills, orally and in writing and be an active listener. Requires critical thinking and complex problem-solving, decision-making skills, time management, and attention to detail. Ability to work as a team with other supervisors to ensure all eligible individuals receive the appropriate benefits timely.
 
Graduation from an accredited bachelor or associate degree program in Human Services Technology, Business Administration, Secretarial Science or a closely related curriculum; or graduation from high school and two years of paraprofessional, clerical or other public contact 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.
 
Three years of experience as a caseworker or investigator in an income maintenance program, and preferably one year of supervisory experience; or an equivalent combination of training.
 
Valid driver's license in the State of North Carolina.

Salary : $54,678 - $68,005