Lead Case Aide, Income Maintenance

Are you looking to give back and make a difference in the community?
Come join our team at Sherburne County where you can serve your community while enjoying the benefits of work-life balance!
This includes up to 21 paid days of PTO, flexible time off and up to 12 holidays per calendar year.

The Lead Case Aide develops and provides training, support, work direction, staff monitoring and computer support to the Case Aides. This positions coordinates and manages client service support for 3 Income Maintenance Units and enforces the work rules and procedures. In the absence of the Supervisor will also provide guidance to the Case Aides when issues arise and will make recommendations to the management team regarding issues. This position is also responsible for data collection for the Income Maintenance activity reports and other statistics, as needed.

Our Mission: The mission of Sherburne County Health and Human Services (SCHHS) is to promote and protect the health, safety, well-being, and self-sufficiency of Sherburne County residents.           

Our Vision: It is the intent of the organization to provide human service programs to the residents of Sherburne County, designed to protect and enhance the lives of vulnerable populations (such as the developmentally disabled, children in need of protective services, vulnerable adults, mentally ill, and others).

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

The following duties are normal for this position. These duties are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Prepare training materials and provide on-going training of staff and new Case Aides including systems, process, workflows, and agency resources, in accordance with ability and experience. Determine when new Case Aides are ready to work independently.
• Provide recommendations and feedback to Income Maintenance Supervisors for Case Aide annual performance reviews.
• Create, maintain, and update scripts in Zingtree.
• Create, maintain, and update instruction manuals for Case Aide duties.
• Maintain and update team SharePoint site.
• Manage daily functions, priorities, and work direction for the Income Maintenance Case Aides to ensure all work is completed accurately and in a timely manner.
• Assist with and troubleshoot issues.
• Create assignment schedule, provide support and direction to team throughout the day and adjust priorities, as needed.
• Serve as back-up to Case Aide positions when understaffed. See Case Aide description for details.

• Research, enter, track and schedule applications and assign to appropriate team, worker, or county agency.
• Screen applications for those requiring expedited processing. 

• Create, maintain, and compile data for various spreadsheets and reports.
• Maintain open and honest communication with all Lead workers and Management of all Income Maintenance units.

• Develop and maintain respectful and cooperative working relationships with clients, the public, providers, managers, and staff at all organizational levels.

• Demonstrate by personal example the service excellence and integrity expected from all employees.
• Attend all training as directed.
• Attend required meetings – unit, team, department, and with IM Supervisors/Lead Workers, and direct one-on-one meeting with Supervisor.
• Represent Agency on assigned task forces, committees, and work groups.
• Regular and reliable attendance according to the department’s work schedule.

• Represent the County in a professional manner to all outside contacts when doing the County’s business and while providing excellent customer service to clients.
• Maintain appropriate knowledge of and follow all HIPAA and data privacy regulations.
• Maintain knowledge of Agency mission, policies, and procedures related to position.
• May assist with hiring process for Income Maintenance Case Aides, as needed, under guidance from Supervisor.
• Work under limited supervision within operating benchmarks, goals, and objectives set by the Supervisor.
• Attend outreach events, as needed.
• Other duties as assigned.

Education: High School Diploma/GED or equivalent education

Experience: 5 years of relevant administrative, direct customer service with the public or human services work experience (preferred in a Federal, State, County or City human services area) or equivalent education plus work experience. 

Knowledge, Skills and Abilities Required

• Knowledge of the mission, policies, and procedures of the unit to which assigned.
• Developing and maintaining a thorough working knowledge of all department and County-wide policies, protocols and procedures that apply to the performance of this position.
• Knowledge of Federal, State and County requirements, regulations, policies, and community resources related to Human Services programs.
• Knowledge of laws and ethics related to data privacy.
• Knowledge of general office procedures, data entry and electronic filing and record keeping.
• Knowledge of available and appropriate client resources.
• Ability to operate a variety of office equipment.   
• Ability to remain objective, rapidly process detailed information, communicate clearly and effectively.
• Strong verbal and written communication skills to effectively work with clients, co-workers, and management.
• Critical thinking skills with ability to understand and follow complex oral and written instructions.  
• Ability to handle and problem solve varying complex situations requiring analytical and inductive thinking.
• Ability to analyze and prepare spreadsheets.
• Ability to utilize effective interviewing skills and techniques.  
• Ability to organize and prioritize a high-volume workload in an efficient manner and meet deadlines for court and federal regulation requirements.  
• Ability to work independently.
• Ability to remain objective and non-judgmental.
• Ability to remain current on all position appropriate training.
• Ability to use state systems such as MMIS, MAXIS, METS, MEC2, PRISM, and other state/federal computer information systems.
• Ability to use software including software programs such as: Word, Excel, Outlook, SharePoint, web based call center and interactive decision tree technology, electronic document management system and other specialized software packages.  

• Performs job responsibilities in a manner consistent with the County's vision, mission, and values. 
• Develops and maintains a thorough working knowledge of all department and county-wide policies, protocols and procedures that apply to the performance of this position. 
• Develops respectful and cooperative working relationships with co-workers. 
• Informs immediate supervisor of all-important matters pertaining to assigned job responsibilities. 
• Seeks opportunities for further personal growth and development. 
• Represents the County in a professional manner to all internal and external contacts when doing the County's business. 
• Complies with all rules and policies in order to maintain a safe work environment.  

Must be able to exert light physical effort in sedentary to light work.  May involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 25 pounds).

Must be able to operate office equipment, scanner, calculator, computer, and telephone system; requires manual and physical dexterity. Many hours of computer and phone related work. Hand eye coordination and visual acuity are necessary to work between paper documents and the computer monitor. 

40% - 100% Inside Work* 

Work is normally performed in an office environment.  Headaches, eyestrain, and other related occupational hazards reflect the most common potential for injury in the office. This position is subject to moderate office noise levels. There is some mental stress involved resulting in inconvenience and frustration. 

May have required attendance at evening/off hour’s meetings or events.

Direct contact with the public (supplying or seeking information) on specialized matters. Contact may include clients, co-workers, lead workers, management, hospitals and clinics, and other agencies. Work that requires direct service with client may include some disagreeable human interactions with clients who are angry, uncooperative, hostile or have mental illnesses. 

*This is typical, but subject to change depending on assigned unit and if duties include outreach.

Salary : $57,096 - $79,976