Sr Economic Support Specialist- Lead - Quality Assurance Coordinator

Sr ESS Lead (Quality Assurance (QA) Coordinator)

The Sr ESS Lead (Quality Assurance (QA) Coordinator) is the primary position responsible for the oversight, coordination, and continuous improvement of SNAP (Food Share) quality assurance and Pre-Certification Review (PCR) Tool functions across the Southern Income Maintenance Consortium. The Quality Assurance Coordinator position ensures consortium wide compliance with newly enacted federal policy requirements that SNAP benefit errors remain below a 6% threshold.

This role also supports compliance with Department of Health Services (DHS) contractual requirements by managing pre-certification reviews, monitoring case accuracy, and driving data-informed performance improvements. The Coordinator leads QA and PCR operations by assigning and monitoring workloads to designated QA Economic Support staff, establishing review criteria, analyzing error trends, and translating findings into targeted training and process enhancements. This position also oversees and provides feedback to pre-certification review staff, supports professional development, and serves as a subject matter expert in Income Maintenance (IM) policy and Food Share eligibility.

This position will participate as a member of the Southern Consortium leadership team to ensure consistent application of policy and procedure, and coordinate and deliver consortium wide training plans and policy recommendations. This position will also represent the Southern Consortium on state level work-groups and committees to evaluate and develop strategies to minimize the SNAP error rate. Supports and promotes the Mission, Vision and Guiding principles of the Human Services Department.

Performs in a manner consistent with the HSD Professional Standards and "Commitment to My Co-Workers".

35% - Primary Staff responsible for Coordination of Quality Assurance & Compliance Activities for the Southern IM Consortium

• Ensure a minimum of 25% of monthly applications and re-certifications are reviewed prior to benefit issuance.
• Participate in state and local work groups and quality control initiatives to identify error trends and implement systemic improvements.
• Ensure compliance with federal, state, and consortium policies and procedures.
• Maintain up-to-date knowledge of Food Share and IM policy changes.
• Manage the consortium side utilization of the Pre-Certification Review Tool (PCR).
• Develop and maintain PCR sample selection criteria, including targeted sampling for ES staff.
• Monitor and adjust PCR sampling daily to ensure appropriate coverage and accuracy.
• Assign PCR cases to reviewers and ensure timely completion.
• Establish and maintain PCR rule sets, criteria, team creation, PCR schedules, holiday schedules, team day schedules, and cover the overall PCR maintenance.
• Provide coverage for PCR reviewer absences.

35% - Training and Staff Development for Southern IM Consortium

• Train and on-board PCR reviewers, including ongoing coaching and skill development.
• Collaborate with consortia leaders to identify and address staff training needs based on QA/PCR findings.
• Convene and Facilitate regular meetings (e.g., monthly, quarterly, and yearly check-ins) to review trends, answer questions, and promote consistency.
• Present common errors and trends to staff and leadership teams.
• Monitor work of the unit, provide policy clarifications, and address performance issues as needed.
• Be proficient in all aspects of the Economic Support Specialist position exercising advanced program and policy knowledge for Income Maintenance programs.
• Monitor the work of the consortia staff, to ensure accuracy in benefit issuance.
• Use 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.
• Participate in designated state and local workgroup/subcommittees.
• Participate in management level meetings to develop, plan, coordinate, and interpret economic support policies, procedures, rules, regulations, and mandates relevant to Consortium and operations.
• Develop and maintain effective working relationships with consortia partners, State and…