Human Srvs Program Supervisor

Human Srvs Program Supervisor

Final date to receive applications: 09/02/2026 (11:59 PM ET)

Pay Grade: 16

Salary: $4,647.42-6,342.92 Monthly

Employment Type: EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK

Hiring Agency: Auditor of Public Accounts | Complaint Review Branch

Location: Location Varies

The Auditor of Public Accounts (APA) is a constitutional office led by the elected Auditor of Public Accounts,Allison Ball. The Commonwealth Office of the Ombudsman (COO), an office within the APA, serves Kentuckians who receive public services through the Cabinet for Health and Family Services (CHFS), ensuring the Cabinet isheld accountable by providing recommendations to improve its performance. We answer questions about CHFSprograms, investigate customer complaints and work with CHFS management to resolve them, advise CHFSmanagement about patterns of complaints and recommend corrective action when appropriate.

The COO aims to be conscientious and responsive and provide meaningful feedback to Cabinet staff to improve customer service and satisfaction and Cabinet effectiveness.

The Complaint Review Branch (CRB) is part of the COO’s Office of Citizen Services and Policy Integrity. Itreviews and makes recommendations to resolve complaints about the CHFS and services delivered by Cabinet employees. The Branch issues recommendations to the CHFS concerning complaint trends to improve the Cabinet’sperformance and may require corrective action when policy violations are identified.

If you are looking for a team where you can add value by employing your years of experience, where you willfeel valued for your dependable work ethic and where you can excel while working with a small team to perform complex tasks, this is the place for you. Our team members have a unique opportunity to work in a rewarding and engaging environment at an agency that supports a healthy work to life balance, with the potential for flexible schedules and telecommuting.

This Human Services Program Supervisor will supervise the Extended Services Section within the Complaint Review Branch, overseeing Citizen Assistance Specialists who provide assistance to the public regarding complex issues and complaints about government services. The supervisor will guide and review casework performed by section staff, act as a liaison for and coordinate programmatic activities relative to the assigned CHFS program area, specifically the Department for Behavioral Health, Developmental and Intellectual Disabilities, Department for Aging and Independent Living, Department for Medicaid Services, and the Department for Public Health and ensure section activities align with office standards and priorities.

The supervisor will also direct research activities, oversee special studies and investigations conducted by the section, and perform other duties as assigned.

The following tasks will be a part of the position:

• Supervise professional staff conducting Ombudsman complaint investigations.
• Assign and review casework to ensure timely and accurate resolution.
• Monitor program performance through case reports, staff meetings, and onsite reviews.
• Provide expert level guidance to staff and leadership on complex or high-risk complaint matters.
• Interpret and apply laws, statutes, regulations, and policies to investigate complaints involving CHFS,including but not limited to the Office of Inspector General, the Department for Aging and Independent Living,the Department for Public Health, and the Department for Behavioral Health, Developmental and Intellectual Disabilities.
• Prepare work process and task reports and analyze program trends to recommend efficiency improvements.
• Maintain required section records.
• Recommend changes to policy and procedure based on findings and identified gaps in current practice.

Preferred

Skills and Abilities:

• Prior supervision experience
• Strong ability to work effectively with all levels of staff
• Strong technical review and research skills
• Strong analytical and organizational skills, as well as intense attention to detail
• The ability to problem-solve through critical and creative thinking
• Initiative to be self-motivated and meet…