Maintenance Supervisor II - Food & Nutrition Services

Johnston County Department of Social Services has an immediate opening for an Income Maintenance Supervisor II – Food and Nutrition Services (FNS) Application Processing.

• The supervisor is responsible for guiding and directing, ensuring that FNS applications are processed accurately, timely, and in accordance with federal and state regulations.
• The supervisor will monitor staff performance, workload, timeliness, accuracy, documentation, and policy compliance while promoting a culture of accountability, quality, customer service, and continuous improvement.
• Provides direct supervision, leadership, coaching, and technical assistance to FNS Application Processing staff.
• Monitors caseworker workload, pending applications, and other workload indicators to identify and address processing delays.
• Reviews reports and workload data to identify trends, performance concerns, processing backlogs, and opportunities for improvement.
• Provides technical assistance to staff regarding complex eligibility issues, income, household composition, resources, deductions, verification requirements, expedited services, and other FNS eligibility factors.
• Ensures staff appropriately document case actions and maintain required verification and supporting documentation in NC FAST.
• Reviews caseworker work for accuracy and completeness and ensures identified errors are corrected timely.
• Uses available NC FAST and agency reports to monitor application processing, timeliness, accuracy, pending work, and staff productivity.
• Works closely with Quality Assurance and Program Integrity staff to identify trends and root causes of errors and develops strategies to improve FNS case
  accuracy and reduce payment errors.
• Monitors FNS performance measures and assists the Economic Services Program Manager in developing and implementing corrective action plans when performance does not meet established standards.
• Provides ongoing training, coaching, and policy updates to FNS staff based on identified needs, policy changes, quality assurance findings, and performance trends.
• Participates in the development and implementation of procedures, training materials, and workflow improvements designed to improve FNS processing and customer service.
• Evaluates employee performance and provides regular feedback, coaching, and performance management as appropriate.
• Assists with hiring, onboarding, training, and development of FNS Application Processing staff.
• Promotes consistent application of FNS policy among staff and works with other Economic Services supervisors to ensure consistency across program areas.
• Responds to escalated customer concerns and assists staff with resolving complex customer service issues.
• Communicates effectively with agency leadership, staff, customers, community partners, and state representatives.
• Maintains current knowledge of FNS policy, federal regulations, state guidance, NC FAST functionality, and agency procedures.
• Participates in state, county, and agency meetings, training sessions, work groups, audits, and quality improvement activities as assigned.
• Assists with disaster response, shelter operations, emergency management activities, and other agency responsibilities as needed.
• Performs other duties as assigned.

• Thorough knowledge of Food and Nutrition Services eligibility policies, rules, regulations, and procedures.
• Thorough knowledge of the NC FAST system and its application to FNS eligibility and case processing.
• Considerable knowledge of eligibility determination procedures, verification requirements, income budgeting, deductions, household composition, and FNS case documentation requirements.
• Knowledge of federal and state requirements governing Food and Nutrition Services.
• Knowledge of quality assurance principles and methods for identifying, preventing, and correcting eligibility and payment errors.
• Knowledge of supervisory principles and practices, including coaching, employee development, performance management, and workload management.
• Ability to interpret and apply complex policies and procedures.
• Ability to analyze case information, reports, and performance data to identify trends, errors, and areas requiring corrective action.
• Abilit…