Ohio Benefits and Legacy Systems Help Desk Supervisor

Office of Family Assistance

What You’ll Do

The Ohio Benefits and Legacy Systems Help Desk Supervisor monitors the statewide systems in coordination with policy and other vendors to ensure compliance with laws, rules, and regulations. The helpdesk supervisor manages their staff of approximately 7 to assist customers with system related issues and find effective solutions.

• Plan, direct, and oversee statewide guidance for counties and providers to ensure compliance with state and federal laws, rules, and regulations.

• Monitor statewide systems (e.g., Ohio Benefits, CRIS-E, CSS/IVR, EDMS) to ensure consistent application across counties and adherence to performance standards.

• Work with policy areas (e.g., SNAP, Cash Assistance), OIS, DAS, external vendors, and other program offices to identify and solve system issues.

• Use available systems to troubleshoot issues and assist users in finding acceptable solutions.

• Research inquiries in the Ohio Administrative Knowledge System (OAKS).

• Work with the EPPICard and Electronic Benefit Transfer (EBT) systems.

• Approve access to Ohio Benefits through the Identity Management System (IMS) and allocate roles for PRC tool requests.

• Track user access and ensure proper revocation for exiting employees, following audit requirements.

• Provide documentation for system audits and recommend policy changes to improve benefit calculations and issuances.

Supervise assigned staff, including:

• Assigning work, providing direction, and making hiring recommendations.

• Reviewing work, giving feedback, and setting employee goals.

• Conducting performance evaluations and monitoring staff performance.

• Approving or denying leave requests and recommending disciplinary actions.

• Conducting staff meetings and encouraging professional development.

Perform additional duties such as:

• Participating in meetings, training, and travel as needed.

• Responding to inquiries.

• Using a computer to produce documents, reports, and maintain logs and records.

• Schedule: Monday- Friday 8AM-5PM

Travel: Travel required, as needed. Must provide own transportation or, in order to operate a state vehicle, you must have a valid driver’s license.

PN(s): 20044298

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

• Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

The ideal candidate, at minimum, must have the following:

OPTION 1:

• Completion of undergraduate core program in social or behavioral science or pre-medicine

AND

• 24 mos. exp. in delivery of human services or medical assistance in governmental, community or private human support services agency or medical provider

AND

• 6 mos. exp. in management

AND

Option 2:

• Or completion of graduate core program in social or behavioral science or medicine-related field

AND

• 18 mos. exp. in delivery of human services or medical assistance in governmental, community or private human support services agency or medical provider

AND

• 6 mos. exp. in management

AND

• 12 mos. exp. in supervisory principles/techniques.

Or

• Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s E1 Pay Schedule, Pay Range 14. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $37.53 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

EEO Information

To speak to our EEO Coordinator or to request an ADA reasonable accommodation, please email us at ada_public@jfs.ohio.gov

Background check information

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.