Economic Support Supervisor

Job Title

Supervises a group of employees in the Health and Human Services Department who determine eligibility for Economic Support Programs, provide fraud program services and Child Care program services. Provides technical support activities for the staff who administer programs such as Food Share, Medicaid, Badgercare Plus, and Child Care Assistance. Under direction of the Economic Support Manager, assists in coordinating and administering the economic support programs for Brown County and the Bay Lake Consortium;
Supervises unit staff in the delivery of economic support services. Position demands comprehensive functional knowledge of local, state, and federal regulations and requirements to ensure staff compliance with program mandates. Performs training and evaluations, measures performance standards, and performs quality assurance activities. For the purposes of efficient operations, both locally and within the consortia, leadership roles are assigned as follows:
Bay Lake Consortium Call Center Monitoring, Child Care Policy, EBD/LTC Policy, Fraud and Program Integrity, Quality Assurance, and Support Services.

Supervises staff, manages unit workload, and reviews day to day eligibility determinations made by staff in the administration of a variety of Federal, State, and County economic support programs and services such as, but not limited to EBD Medicaid, Family Care, Badger Care Plus, Caretaker Supplement, Food Share, and Wisconsin Shares Child Care.

Manages case load distribution within the unit; provides case consultation and policy interpretation; and monitors quality, accuracy and timeliness of individual case processing to assure compliance with State and Federal requirements. Assists in developing, evaluating, and adjusting internal processes and procedures to ensure compliance with Federal, State and County laws, policies, procedures, regulations and mandates.

Advises and directs staff in making decisions regarding applications, renewals and changes in an effort to rectify consumer concerns. Researches and interprets complex policy and provides technical assistance to staff through use of handbooks, manuals, computer systems, operation memos and state call center for accurate case processing and timely eligibility determination.

Maintains knowledge of all Economic Support program policy received from the Department of Health Services, and Department of Children and Families; assists in developing, maintaining, and overseeing quality control systems to evaluate staff workflow, reports, benefit issuance, and program compliance.

Provides training and technical assistance to management and staff within the Bay Lake Consortium.

Participates in weekly management meetings to develop, plan, coordinate, and interpret economic support policies, procedures, rules, regulations, and mandates relevant to Consortium operations. Assists in the development of the division's budget, objectives, goals, and strategic plan.

Participates in work groups/subcommittees (such as Call Center Operations, IMAC Training, IMAC Performance Monitoring, IMAC Program Coordination, Fraud and Program Integrity, and Child Care Program Coordination) with the State for quality assurance and workload management to improve effectiveness and efficiency of Economic Support operations. Serves on State advisory committees and acts as an advisory resource for various community agencies and providers in regards to benefit availability, procedures, and regulations.

Engages in public speaking by providing Economic Support program presentations to community organizations such as, the area public schools, United Way, Hunger Task Force, and the Network for Human Services Providers.

Develops and maintains effective working relationships with State and Local officials, County departments, other department units and divisions that are fiscally impacted by Economic Assistance Programs, community agencies, advocacy groups, and the public to ensure optimal levels of customer service. Serves as liaison between the unit, nursing homes, child support agency, ADRC, corporation counsel, state hearing examiners, legal counsel representing consumers and numerous other community groups.

Provides programmatic expertise to the public and media.

Operates as the Call Center Coordinator and Administrator for the Bay Lake Consortium. Uses State designated software in the monitoring of agents, business events and work groups to evaluate effective staff performance, consistent service delivery and optimal customer service. Monitors consortium call center workflow and creates and delegates workload reports to ensure consortium-wide compliance with state-mandated performance standards.

Develops, coordinates, and presents ongoing training and guidance on policy interpretation and application to new and existing staff; trains new Economic Support Specialists by coaching new workers through interviews, providing feedback and direction as well as reviewing case work…