Eligibility Services Supervisor

Introduction

Are you a current Department of Social Services (DSS) employee seeking your next opportunity? If this sounds like you, we encourage you to check out this exciting opportunity to join our team! The State of Connecticut, Department of Social Services (DSS) is seeking one (1) Eligibility Services Supervisors to support our agency. The Eligibility Contact Center (Tier
1) will be the first point of contact for our clients. We are a professional, fast-paced team answering a high-volume of calls related to a variety of questions such as general information, program status, status of submitted documents via phone. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources either within DSS or to external teams.

• Assist with onboarding and training new SSA’s.
• Work closely with the agents to help support, coach, mentor and motivate them through conversations with the clients in a professional manner.
• Assist the agent with difficult, unusual and/or complex case resolution, there may be times when the call needs to be taken over to resolve.
• Monitor and help the team adhere to standard service level KPI’s in a high-volume contact center such as:
  • Average Speed to Answer (ASA)
  • Average Talk Time (ACD)
  • Average After Call Work (ACW)
  • Average calls per hour
  • Adherence to scheduled breaks and lunches
• Additional training will be provided for the VoiceCT Phone system reporting.
• Engage your team in weekly team meetings.
• Perform 1 on 1 coaching sessions (minimal 1 per month, additional as needed) to provide feedback of all types.
• Perform probationary and annual performance appraisals.
• Create a positive and productive work environment, provide motivation, and facilitate team meetings to share updates and discuss performance.
• Teamwork, together we will work as team to support each other, (agents, supervisors, and managers)

• LOCATION:
  
  Hartford, CT
• SHIFT:
  First (full time | 40 hours per week) | Hybrid
• SCHEDULE:
  
  Monday
  - Friday 8:00 am - 4:30 pm or 8:30 am - 5:00 pm
• NOTE:
  
  You must be a current DSS employee to be considered. Please see selection plan for additional details.

• You will receive the same excellent benefits you are already accustom to.
• Professional growth and development opportunities.
• A healthy work/life balance to all employees.
• The State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service.  for more information.

• Engage in a rewarding career
• Make a difference in the public sector
• Work together in a collaborative team environment

DSS delivers and funds a wide range of programs and services as Connecticut’s multi-faceted health and human services agency. DSS serves about 1 million residents of all ages in all 169 Connecticut cities and towns. We support the basic needs of children, families, older and other adults, including persons with disabilities. Services are delivered through 12 field offices, central administration, and online and phone access options.

Please note that DSS takes part in the E-Verify system, which is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States.

START WITH US. STAY WITH US. GROW WITH US.

In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application.

Salary Calculations:
For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.

In the Departments of Children and Families and Social Services this class is accountable for supervising a unit engaged in providing…