Maintenance Supervisor II - Food, Nutrition, Energy Daycare

The primary purpose of this position is to oversee the administration of all economic service programs including Medicaid, Work First, FNS, EA, CIP and Day Care, and to ensure all needy and eligible persons receive the correct benefits. Employees in this class are responsible for the administrative and technical supervision of the staff of income maintenance caseworkers. The income maintenance programs involved include the following: FNS, WFFA, Medicaid, Low Income Energy Assistance, Child Day Care, and Crisis Intervention.

Employee assigns and balances workloads within the unit and coordinates overall workflow. Employee is responsible for ensuring that staff adhere to federal and state standards or policies with regard to the work required in processing income maintenance cases. Work is performed under direct supervision of the Economic Services Administrator.

• Utilizes a structured procedure involving analysis of data on unit performance; identification of strengths and weaknesses; evaluates need for staff, space, equipment, training and justifies same to administration.
• Evaluates performance levels and establishes goals for unit and individual staff members, assuring that benefits that are issued are accurate.
• Continuously assesses workload requirements as determined by an understanding of program policies and anticipated changes.
• Assess how the workload is impacting quality and timeliness of work done by staff.
• Monitors waiting areas and customer satisfaction to identify any problems that might indicate the need for changes in the way work is accomplished.
• Provides guidance, direction, training and coaching to the employees under supervision.
• Makes decisions regarding leave requested, assuring adequate staff to maintain necessary workflow.
• Ensures maintenance of case records and compliance with program mandates through periodic review and assessment.
• Assures that Resource Management tools are being utilized to maintain the highest quality work attainable.
• Evaluates statistical information to determine that benefits are being delivered within specified time frames.
• Coaches staff in the area of customer service expectations assuring they have the skills to meet these expectations with both internal and external customers.
• Acts as a mediator between clients and staff.
• Exhibits excellent customer service skills and problem-resolution skills when interviewing clients who disagree with the action taken on their application or case situation.
• Assures that customers are treated with dignity and respect in all interactions with staff.
• Serves as supervisor to enrollment and eligibility of Medicaid workers.
• Engages in enrollment and eligibility of Medicaid activities including intake, acceptance, eligibility determination, output, case maintenance, customer service.
• Attends trainings as required.
• Work with generated reports, as indicated by Supervisor.
• Conducts Local Fair Hearings upon request when there is disagreement in action taken on client’s case.
• Performs other duties as assigned.
• In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations is expected. Employee is required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during, and after the emergency. Employee is also required to participate in relevant exercises and regular preparedness training.

• Ability to communicate with people of varied social, economic, and educational backgrounds.
• Thorough knowledge of all economic programs and the computer system (NCFAST) that is used in the day to day process is essential.
• Must have organizational skills to keep workloads evenly distributed, the ability to instruct/guide, organize, direct, and supervise subordinates.
• Must have reasoning skills in order to follow policy and procedures and arrive at logical conclusions and objective analysis of facts.
• Must have the ability to maintain a good working relationship with staff, clients and others whom are contacted within the course of work.
• Must have computation skills and ability to candidly review others' work.
• Must demonstrate interest in understanding the needs, problems and attitudes of disadvantaged people and staff.
• Ability to train employees in new and existing policies, regulations and procedures, as well as the ability to counsel staff around job performance and implementation of corrective action.
• Must have excellent oral and written communication skills, enabling them to accurately relay information to others.

• Three years of experience as a caseworker or investigator in an income maintenance program within a NCDSS, preferably with one year of supervisory experience; or
• an equivalent of training and experience.