SNAP Supervisor - Holyoke

SNAP Supervisor – Holyoke (260004HM)

Department: Department of Transitional Assistance (DTA)

We are seeking an inclusive leader to provide daily supervision of the SNAP unit. The ideal candidate will motivate staff and administer programs efficiently, accurately, and effectively while maintaining a high level of customer service.

• Set clear expectations and develop techniques to guarantee the unit performs timely and accurate delivery of benefits and services and ensures a high level of customer service is always maintained.
• Utilize systems, tools, data, and observation to assess and document staff’s performance, strengths, and areas for growth.
• Provide ongoing specific, impactful feedback and coaching to provide recognition and encouragement, build upon staff’s strengths and identify areas for growth to maximize staff’s potential to implement goals.
• Provide ongoing support of staff by developing and implementing tools, strategies and training as needed to ensure ongoing professional development.
• Conduct meaningful, professional performance evaluations for all unit staff.
• Effectively communicate Department and office policies, procedures, and initiatives in a way that validates understanding and successful implementation.
• Assist in overseeing and managing service delivery needs in the office including, but not limited to, the waiting room, phone, and in-person queues.
• Complete supervisory administrative responsibilities in an accurate and timely manner.
• Model behaviors expected from staff.
• Provide direct client services, as necessary and appropriate.

• Knowledge of the principles, practices and techniques of supervision and performance evaluation.
• Strong written and oral communication skills.
• Ability to maintain accurate records on information provided either orally or in writing and prepare clear, concise, logical narratives.
• Knowledge of referral sources available for providing services to clients.
• Understanding of the social and economic problems of the diverse client population and the related impact on employability and self-sufficiency.
• Ability to read, interpret, apply and explain the provisions of the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing agency operations and assigned unit activities and the administering of program benefits.
• Ability to gather and assemble items of information in accordance with established procedures through interviewing and observing individuals and by examining records and documents.
• Ability to perform, understand and explain mathematical computations with accuracy as it relates to benefit calculations and data and reports.
• Ability to determine the applicability of client data, to draw conclusions and to make appropriate recommendations.
• Ability to deescalate volatile and heightened situations and interactions.
• Ability to establish and maintain harmonious working relationships.
• Ability to exercise sound judgment, including the exercise of discretion in handling confidential information.
• Ability to assess and prioritize tasks and demonstrate problem solving skills.

• Must be highly self-motivated and possess the ability to manage, motivate and encourage staff.
• Demonstrated knowledge of DTA benefits and services including eligibility requirements.
• Experience with Electronic Document Management (EDM).
• Demonstrated aptitude for and sensitivity in working with clients with barriers and disabilities, and the ability to implement Department policies in an accurate and timely manner.
• Commitment to working with diverse populations.
• Ability to work under adverse working conditions and demonstrate problem solving skills.
• Demonstrated knowledge of data tracking and PC software/applications.
• Given the population served, bilingual or multilingual fluency.

The Department of Transitional Assistance (DTA) is the state agency responsible for administering public assistance programs to low-income residents of the Commonwealth. DTA is committed to providing a high level of service to all those in need. The mission is to assist and empower low-income individuals and…