Economic Benefits - Eligibility Team Lead

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

Job Information

Title:

Economic Benefits - Eligibility Team Lead

Market Range:

MR15

Approved Date:

2/19/2024 11:52:48 AM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

C4

Career Level Description:

Core Services Level 4

Job Code:

100261

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Performs consultative, technical and administrative work in the planning development, implementation and monitoring of a Social Services program.  Provides  an advanced level of program assistance to clients and caseworker staff by performing duties such as providing supervisory coverage, overseeing work quality, training, instructing, scheduling work, and assisting the supervisor as needed.

•

Conducts interviews, assesses information provided to determine eligibility for assigned program(s) and enters required data and documentation into online and electronic system to authorize benefits.

1

30%

•

Delivers first line assistance to front line staff; serves as consultant to provide advanced level of program assistance to client and caseworker staff to troubleshoot cases, explains policy decisions and interpretation of policy; manages escalated customer service situations; and serves as resource for unusual situations with clients and providers.

2

30%

•

Trains new staff (regular and temporary) and provides ongoing instruction as directed for new policies, policy clarifications or on policy/procedure identified through the QA process.

3

10%

•

Manages shared email box and program work queues as directed to make case/client assignments; monitors workflow and demand and adjusts based on capacity and schedules; monitors reports; and works with supervisor to maintain timeliness standards.

4

20%

•

Conducts quality assurance reviews for assigned team members.

5

10%

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

•

Conducts community outreach presentation or staff tables at community events providing general program information and distribute/collect applicaitons.

•

Attends staff meetings; participates in division and section workgroups.

•

Completes county and program training, both optional and required.

•

Logs hearing requests timely, completes hearing summaries, and attends hearings.

•

Performs other duties as required.

*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:

C4

Career Level Description:

Core Services Level 4

•

Works to complete tasks and achieve operational targets that impact the performance of the Work Group.

•

May require leading, delegating, and reviewing the work of other employees.

•

Responsible for making adjustments or recommending enhancements to systems or processes to solve problems or improve effectiveness of the Work Group.

•

Expected to independently propose solutions to problems for supervisor or manager review.

•

Communicates within and outside Work Group to obtain or provide information for matters of moderate importance.  Explains practices and policies to reach agreement.

•

May act as a team lead and assistant to the supervisor/manager. May delegate tasks to other team members and be responsible for the review of work product.

•

Does not have formal management responsibilities (e.g., performance management, disciplining, etc.), but may provide input to leadership in Work Group.

•

Requires advanced knowledge within a specific discipline typically gained through extensive work experience, technical training, and/or advanced education.

Qualifications

•

Associate's degree in Human Services or a related field

•

Two years of job-related experience

•

Equivalent education and experience are accepted

•

2 Years

Experience determining eligibility for a State or County Department of Social Services program (Medicaid, Food and Nutrition Services, Work First, Child Care Subsidy, Child Support, WIC, or Energy Assistance Program).

•

A valid driver's license and a "safe" driving record may be required

•

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards, 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 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).

•

Must have excellent written and verbal communication skills.

•

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

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

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.

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.

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 and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule 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 and explain a variety of information

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