Eligibility Supervisor

Eligibility Supervisor

The Eligibility Supervisor oversees a team that may be comprised of Eligibility Case Managers, Lead Eligibility Case Managers, and/or Human Services Clerks responsible for determining initial and ongoing eligibility for public assistance programs, including but not limited to the Supplemental Nutrition Assistance Program (SNAP), Medicaid, Long Term Care (LTC), Old Age Pension (OAP), Aid to the Needy Disabled (AND), and Temporary Assistance to Needy Families (TANF).

This position ensures accurate, timely, and customer focused service delivery in compliance with federal, state, and county regulations. The Supervisor provides leadership, coaching, and operational support to staff in both in-person and virtual environments.

Essential duties and responsibilities include: supervising, mentoring, and evaluating a team of Human Services Clerks, Lead Eligibility Case Managers, and/or Eligibility Case Managers to ensure efficient, accurate and timely case processing and exceptional customer service; providing coaching, support, and training to direct reports both in-person and virtually; monitoring workload distribution, performance metrics, timeliness standards, and quality assurance measures; reviewing and approving eligibility determinations to ensure compliance with program rules, state regulations, and internal policies;

overseeing staff performance and taking timely corrective action; facilitating team meetings, training sessions, and individual check-ins; serving as a subject matter resource for complex cases; preparing for and representing the County in client administrative appeals; managing and resolving client escalations or complaints; collaborating with internal partners, community partners, and state agencies; recruiting and onboarding new staff; attending local, state, and federal meetings;

and supporting and upholding Douglas County's mission, vision, values, and customer service standards.

Minimum qualifications include a high school graduate or GED, four years of experience determining eligibility for public assistance programs, experience using the Colorado Benefits Management System, and previous leadwork or supervisory experience. Certifications, licenses, and registrations include successful completion of a criminal background check and completion of all CBMS access training courses and required program area certifications.