Income Maintenance Supervisor

Salary : $54,677.72 - $68,005.42 Annually

Location : 810 S. Walker Street, Burgaw

Job Type : Full-Time Permanent

Job Number : 202401198

Department : SOCIAL SERVICES

Opening Date : 01 / 27 / 2025

Closing Date : 2 / 9 / 2025 11 : 59 PM Eastern

General Definition of Work

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.

To perform this job successfully, an individual must be able to complete the essential functions of the position with orwithout reasonable accommodations. Reasonable accommodations may be requested by contacting Pender CountyHuman Resources.

Essential Functions

This position involves responsibilities and duties which include the followings : planning, organization, directing, monitoring, management, supervision, evaluating, staff development, and customer service.

This position utilities 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 work flow. 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 II 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.

Knowledge, Skills, Abilities, Education & Experience

IM Supervisor II must possess excellent computer skills and possess the ability to key information accurately according to program guidelines. IM Supervisor II must possess excellent interviewing, listening, reasoning, organizational and computational skills with the ability to read, comprehend and evaluate documents from a multitude of sources. IM Supervisor II must possess the ability to manage and work independently and under stress, be extremely organized yet sufficiently flexible to meet unplanned assigned work, Supervisor must possess strong communication interpersonal skills to communicate with people from diverse backgrounds and educational levels. The ability to cope with stress is a requirement of this position. IM Supervisor II is constantly contacted from many different sources daily. The ability to prioritize, use good sound judgment and multitask is an essential requirement.

IM Supervisor II 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 Supervisor II must have the ability to read, analyze and interpret rules regulations and procedures. IM Supervisor II 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.

Required Minimum Training : 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.

Additional training / Experience : 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.

Valid North Carolina Drivers License

Physical Requirements

This work requires the regular exertion of up to 10 pounds of force; work regularly requires standing, walking, speaking or hearing and reaching with hands and arms, frequently requires using hands to finger, handle or feel, climbing or balancing, stooping, kneeling, crouching or crawling, pushing or pulling and lifting and occasionally requires sitting, tasting or smelling and repetitive motions; work requires close vision, distance vision, ability to adjust focus, depth perception, color perception, night vision and peripheral vision; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and / or to make fine distinctions in sound; work requires preparing and analyzing written or computer data, visual inspection, using of measuring devices, operating machines, operating motor vehicles or equipment and observing general surroundings and activities; work occasionally requires exposure to outdoor weather conditions, occasional exposure to wet, humid conditions (non-weather), exposure to fumes or airborne particles and exposure to extreme heat (non-weather); work is generally in a moderately noisy location (e.g. business office, light traffic).

There are a wide variety of benefits available to eligible Pender County employees. These benefits include : health, dental, vision, life insurance, optional life and disability insurance plans, flexible spending account, retirement program, 401(k) program, deferred compensation program, credit union membership and an employee assistance program.

Pender County Benefits Overview can be viewed

Do you have a high school diploma or GED equivalent?

Do you have a North Carolina driver license, a valid driver license from another state due to military exemption, or the ability to obtain a North Carolina driver license within 30 days of hire?

Required Question

Salary : $54,678 - $68,005