Senior Human Services Caseworker

This posting is a re-advertisement. Candidates who have previously applied are still under consideration and do not need to reapply.

New Hanover County is seeking a customer oriented Human Services Caseworker, Senior to join our Social Services Department. The Senior Human Services Caseworker provides training, mentorship, support, and expertise within an economic service program area.

• Develop, coordinate, and deliver program training for new hires and experienced staff to support onboarding, communicate policy and procedural changes, address quality assurance findings and error trends, improve performance, and ensure compliance with federal, state, and county training requirements.
• Conduct quality assurance reviews of case actions completed by new and experienced caseworkers to ensure compliance with federal, state, and county policies, procedures, and departmental standards; identify trends, evaluate program performance, measure training effectiveness and provide timely feedback to employees and supervisors.
• Assist with development of corrective actions and performance improvement strategies.
• Serve as a subject matter expert for Economic Services programs (FNS, Medicaid, Workfirst, Subsidy Child Care, Energy) by interpreting policy, providing technical guidance to staff and supervisors, resolving complex or problem cases, and troubleshooting eligibility issues within NC FAST.
• Research, analyze, and resolve NC FAST system issues by identifying case errors, creating State Help Desk tickets when necessary, and serving as the agency liaison with the NC FAST State team.
• Complete changes, monitor, analyze, and compile data from various Economic Services reports.
• Develop, maintain, and update policy manuals, standard operating procedures (SOPs), training materials, desk guides, and other program documentation to ensure consistent application of policies and procedures.
• Compile, maintain, and enter data into appropriate computer databases and tracking systems to support quality assurance, training, compliance, and operational reporting.
• Remain current on federal, state, and county policy changes, communicate updates to management and staff using various types of communication, identify training needs, and recommend process improvements to enhance program accuracy and operational efficiency.
• Assist with the processing of Economic Services cases as needed to support operational demands and maintain timely customer service.
• Participate in and support special projects, initiatives, and other assignments that advance departmental priorities and strategic goals.
• Perform work with regular and predictable attendance while consistently meeting the operational and scheduling needs of the department as required by the County and State.

High School Diploma or General Equivalency Diploma (GED) and two (2) years of experience working as a caseworker in an economic services program administered at New Hanover County. Education beyond the minimum cannot substitute for required years of experience.

Hours are 8:00 AM – 5:00 PM Monday through Friday. On a rotating schedule, certain Tuesdays will be a 9:00 AM – 6:00 PM schedule. Must be available to work during emergency situations.

Hiring range: $48,678 – $65,715. Salary will be determined based on qualifications, internal equity, budget, and market considerations. Bilingual candidates are eligible for a differential (5%) when performing Spanish language interpretation during the course of work.

• Employer paid 401(k) contributions
• Retirement plan through the NC Retirement system
• Flex time and telework availability, depending on the position
• Paid sick and personal leave + 13 paid holidays per year
• Paid parental leave
• Paid community services leave to give back to the community
• Education leave to obtain a degree within one's line of work
• Medical, dental, and vision insurance + many other insurance options
• On‑site, employer‑paid health and wellness center
• Professional development trainings & leadership initiatives
• Opportunities to make a difference in your community
• And so much more

In compliance with G.S. 153A-94.2(b), if this position requires an applicant for employment to work with children in any capacity, the county must require the applicant to undergo a criminal history record check conducted by the SBI for all offers of employment made after October 1, 2025. These checks must be performed in accordance with G.S. 143B-1209.26, which authorizes the SBI to provide fingerprint‑based state and national criminal record checks to cities and counties.

Additional information on how to complete this required check will be provided to the selected candidate after an offer of employment is accepted.