Eligibility Specialist; IM Supervisor II - First & Energy

Overview

Catawba County Social Services is seeking a highly motivated, experienced professional to serve as an Eligibility Specialist (Income Maintenance) Supervisor II for the Work First and Energy Assistance Programs.

This position provides leadership, supervision, and program oversight to ensure effective implementation of local, state, and federal policies governing the Work First and Energy programs. The Eligibility Specialist Supervisor II plays a key role in staff development, quality assurance, customer service, and compliance, while also monitoring program funding for the Energy Assistance Program.

• Plan, organize, direct, and monitor the Work First and Energy Assistance Programs to ensure compliance with local, state, and federal regulations and policies
• Supervise, train, coach, and evaluate staff; conduct performance evaluations; identify training needs; and address performance or disciplinary issues in coordination with administration and Human Resources
• Ensure accuracy, timeliness, and quality of work through second-party reviews, workload analysis, and continuous monitoring of productivity and caseload coverage
• Monitor Energy Program expenditures and assist with budget oversight for this non-entitlement program
• Provide guidance and support to staff in resolving complex cases and handling difficult or irate customers, ensuring respectful and dignified customer service
• Submit and track NC FAST Help Desk tickets and provide system and policy support to contract agencies involved in the Energy Program
• Prepare for and participate in audits, meetings, and state or cluster work groups; assist with development of the Work First Electing Plan; and assume responsibility for unit operations in the Program Manager’s absence

• Bachelor’s degree, Associate’s degree, or High School diploma or GED equivalent, and 3 years of experience as a caseworker or investigator in an income maintenance program (Work First, Daycare, Medicaid, etc.)
• Strong knowledge of income maintenance programs, eligibility requirements, and policy manuals
• Excellent leadership, organizational, and customer service skills
• Ability to analyze data, interpret policies, and translate findings into actionable steps
• Strong computer and analytical skills, including NC FAST
• Ability to diffuse conflict and communicate effectively with customers and staff
• Ability to instruct, organize, direct, and supervise employees effectively
• This is considered light work; lifting up to 20 pounds

• 1 year of supervisory experience in an income maintenance program