Employment Services Supervisor

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Employment Services Supervisor

Market Range:

MR17

Approved Date:

6/1/2021 11:55:26 AM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100285

Job Family:

Economic Development

Sub Family:

Workforce Development

Primary Purpose

Supervises a team of Employment Counselors and may supervise Economic Benefits Technicians who are responsible for employment programs within Economic Services.  Develops long and short range goals for the team, reviews work, trains staff, and handles personnel issues as needed.

•

Reviews employee casework, determines error trends, training needs and corrective action. Develops,implements, and monitors corrective action plans as needed. Ensures federal, state, and county timeliness and accuracy standards are met.

1

25%

•

Responds to client inquiries, troubleshoots case issues, handles escalations, and follows up with staff to ensure resolution.

2

20%

•

Meets with in-house and community partners to maintain and improve trainining and counseling options available to families.  Works with community partners to create job opportunities for program participants.

3

10%

•

Ensures staff perform the administrative duties associated with their job, including daily completion of the daysheet, submission of time sheets, timely and accurate documentation across systems (SharePoint, OnBase, NCFAST) and timely return of phone/email messages.   

4

15%

•

Sets direction for the team by planning to ensure programmatic outcomes are met and regularly evaluates the workload to determine if changes need to be made.

5

10%

•

Holds individual conferences monthly to communicate about employee's performance; coaches staff and resolves problem areas.

6

5%

•

Attends meetings and trainings to keep abreast of all state/federal policy changes; effectively communicates with staff by conducting training and regular staff meetings.

7

15%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Promotes team morale and positive workplace behaviors, through a variety of section and team activities.

•

Works on special projects, conducts presentations, and other duties as assigned.

•

Reviews hearing requests and summary packets.  Conducts local hearings and submits hearing decisions by deadline.  Ensures hearing requests are submitted timely.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be 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 may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Bachelor's degree in Human Services, Health or related field

•

Three years of experience related to the area of employment

•

Equivalent education and experience are accepted

•

Bachelor's Degree

Human Services or related field

•

1 Year

Current or previous supervisory experience.

Or

•

2 Years

Current or previous team lead experience.

Or

•

1 Year

Current or previous experience working in a state or county department of Social Services.

And

•

2 Years

Experience working in one or more of the following programs: Food & Nutrition Services, Medicaid, Energy, Childcare Subsidy, Work First.

•

Ability to utilize office equipment and other relevant technology (software and systems) to meet business needs (e.g., Microsoft Office, NC FAST, and electronic document management system). Intermediate or higher skill level in Microsoft Excel.

•

Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

•

Ability to apply complex policy to determine client eligibility, instruct staff in determining eligibility and monitoring eligibility determinations.

•

Ability to motivate, develop and direct people as they work, identifying the best people for the job.

•

Monitor/assess performance of oneself, other individuals, or organizations to make improvements or take corrective action.

•

Ability to provide guidance and feedback to help an employee or groups of employees strengthen their knowledge, skills and abilities to accomplish a task or solve a problem, which in turn should improve job performance.

•

Ability to be relied upon to ensure that projects within areas of responsibility are completed in a timely manner.

•

Ability to present information to individuals; ability to convey information clearly and concisely either verbally or in writing to ensure that listener understands the information and the message. Ability to listen and respond appropriately to others.

•

Ability to create a work environment that encourages staff to practice respect, demonstrate open communication and promote accountability.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Conflict Management

Brings substantial conflicts and disagreements into the open and attempts to manage them collaboratively, building consensus, keeping the best interests of the organization in mind, not only one's own interest.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X