Program Manager

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Brief Job Description:

Are you a highly motivated, compassionate and dedicated individual looking for a rewarding career assisting the most vulnerable citizens of Texas in need of food, medical care, cash assistance and other social services?

If so, the Texas Health and Human Services Commission (HHSC) Access and Eligibility Services (AES) division is looking for individuals who want to join an exciting, dynamic team working in a high-performing and innovative environment. AES provides an integrated and streamlined approach to connect individuals to services and supports that: reduce institutionalization, allow individuals to remain in their communities, and promote economic and personal self-sufficiency. AES is built upon its’ core values of respect, ownership, collaboration, and integrity with a goal of delivering best-in-class customer service to clients and stakeholders.

Our staff are well organized, able to multi-task, possess the ability to learn policy regulations, able to thrive in a challenging, fast-paced, and evolving environment, have good communication skills, a positive attitude, strong work-ethic and a desire to help others. If you also possess these skills, then we are looking for you.

We want you to join our team!

The Program Manager manages eligibility unit supervisors at benefit offices and out stationed sites. Responsible for providing program and technical assistance, as well as coaching and development of team supervisors, workers, and clerical staff. Work involves planning, developing, implementing, and monitoring Access and Eligibility Services programs. Works under general direction with extensive latitude for use of initiative and independent judgment. Job requires highly driven individuals with a high degree of ethics and integrity, good communication, interpersonal and analytical skills, and the ability to make effective decisions. This position may require up to 40% of travel.

Essential Job Functions (EJFs):

Manages operations to ensure delivery of eligibility services in a timely and accurate manner according to state and federal regulations.

Develops and maintains systems to monitor operations and ensure compliance with policies and procedures in assigned area.

Collects, organizes, analyzes, and prepares material in response to requests for information, complaints, and reports.

Review and approves all staffing and personnel actions, evaluates program operations to recommend modifications and develop efficiencies when needed and provides a variety of narrative and statistical reports regarding performance standards and staffing needs.

Works with the general public, regional management, and State Office staff to resolve inquiries/issues in an effective and timely manner.

Participates in program analysis with regional management staff.

Selects, manages, and develops staff through conferences, mentoring, training, and performance appraisal.

Manages time and leave, payroll, and personnel actions.

Must be able to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon.

Must be able to work in a demanding, rapid-paced and developing environment.

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

• Local, state, and federal laws and regulations related to agency programs.
• Cash Assistance, SNAP (Food Stamps), and/or medical eligibility programs, including Medicaid for the elderly and people with disabilities, pregnant women, families, and/or children.

Skill in:

• Managing customer service operations and supervising staff.
• Making decisions and solving problems involving varied levels of complexity, ambiguity, and risk
• Selecting, managing, and developing staff.
• Monitoring and evaluating unit performance and developing appropriate corrective action plans.
• Training, directing and monitoring the work of others.
• Communicating effectively, orally and in writing.
• Operating a personal computer and use of software such as Microsoft Office applications.

Ability to:

• Establish and maintain effective monitoring systems.
• Develop and evaluate administrative policies and procedures.
• Develop and establish effective working relationships.
• Plan, organize, assign, and monitor work.
• Gather, assemble, correlate, and analyze facts.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

High School diploma or GED equivalent is required.

Sixty (60) semester hours from an accredited college or university is required. Two (2) years of customer service experience may be substituted for required education.

A Degree from an accredited college or university is preferred.

A minimum of two (2) years’ experience, gained within the last 5 years’, in supervising a SNAP, Medicaid, and/or Medicaid for the Elderly and People with Disabilities (MEPD), and/or Cash Assistance program/unit.

Current experience within two (2) years of SNAP, Medicaid, and/or Medicaid for the Elderly and People with Disabilities (MEPD), Cash Assistance, and/or other Medicaid programs.

Experience in planning, developing, implementing, and monitoring individual/unit performance improvement plans to enhance employee and/or unit performance.

Experience leading, mentoring, and/or motivating staff with varied skill levels and experience.

Experience using computer software such as Microsoft Word, Excel, and Outlook.

Texas Integrated Eligibility Redesign System (TIERS) and Eligibility Workload Management System (EWMS) experience is preferred.

Application indicates the willingness to work beyond normal work hours of 8:00 AM – 5:00 PM.

Application indicates the willingness to travel.

Additional Information:

Access and Eligibility Services Field Office normal hours of operation are Monday-Friday 8:00am to 5:00pm. Employees may be required to work overtime, as required by management, outside of normal hours of operation, which may include weekends.

Applicants may not have a history of substantiated fraudulent activity against HHSC or any program it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form