Programs Supervisor

Key Responsibilities Program Leadership & Oversight

• Supervise, coach, and evaluate Benefit Program Specialists responsible for determining eligibility for programs such as SNAP, TANF, Medicaid, Energy Assistance, and other state/federal benefits.
• Monitor caseload distribution, productivity, and quality to ensure compliance with federal, state, and local regulations.
• Interpret and implement policy updates, ensuring staff understanding and consistent application.
• Review and approve eligibility determinations, case actions, and documentation for accuracy and completeness.

• Provide ongoing training, mentoring, and technical assistance to staff.
• Conduct performance evaluations, develop performance improvement plans, and support professional growth.
• Lead team meetings, case staffing sessions, and policy discussions to strengthen program knowledge and service delivery.

• Oversee internal quality control processes, including case reviews and corrective action planning.
• Ensure adherence to VDSS guidance, state policy manuals, and federal program requirements.
• Analyze error trends and implement strategies to improve accuracy and reduce payment errors.

• Strong knowledge of public assistance programs (SNAP, TANF, Medicaid, etc.) and related federal/state regulations.
• Demonstrated experience in eligibility determination, case management, or benefit program administration.
• Proven ability to supervise, train, and motivate staff.
• Excellent analytical, organizational, and problem‑solving skills.
• Strong written and verbal communication abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• High level of professionalism, integrity, and commitment to public service.

• Prior supervisory or lead worker experience in a social services environment.
• Experience with VaCMS, MMIS, and other VDSS systems.
• Knowledge of trauma informed practices and customer service best practices.

Provides administrative and programmatic supervision to staff;
Reviews case management plans to include quality assurance of case management services;
Develops written guidelines for delivery of case management services; assigns caseloads to staff;
Coordinates and monitors activities of staff;
Holds individual and group conferences to review cases and problems;
Reviews case records and evaluates performance of staff members and recommends indicated action;
Recommends hiring, disciplinary actions, transfer, promotion, and termination of personnel within the limits of appropriate statutes, rules and regulations and policies, developing performance standards and preparing corrective action plans;
Represents staff needs to senior management team;
Prepares and implements internal operating policies and procedures;
Assigns caseloads to staff; and May act for the Director of Social Services as designated.

Considerable knowledge of current social, economic and health issues and trends; principles and practices of effective supervision; public assistance programs, policies and regulations; the literature in the field of eligibility determination; casework supervision principles and practices; and effective interviewing techniques. Working knowledge of computer systems and standard office software to include the state Department of Social Services human services systems.

Skill in operating a personal computer and the associated office and agency software.

Demonstrated ability to work effectively with others; work independently supervising and training others to deal effectively with the public; plan and manage work effectively; communicate effectively both orally and in writing; interpret laws, policies, and regulations and to make decisions based thereon; plan and supervise work activities, including service delivery, training, recordkeeping duties and organizational operations; develop and maintain good working relations with internal and external customers;

and evaluate financial assistance programs.

Bachelor’s degree in the human services field and human services program experience in a lead or supervisory capacity OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

This is the supervisory level in the occupational group. Employees supervise Specialists who determine eligibility for government assistance programs and a variety of other staff. Employees train, lead, and develop staff and monitor case management services. The Benefit Programs Supervisor is distinguished from the Benefit Programs Manager by the latter’s responsibilities for supervising Supervisors and managing program performance.