Economic Services On-Site Support Supervisor

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

Job Information

Title:

Economic Services On-Site Support Supervisor

Market Range:

MR17

Approved Date:

4/13/2022 6:27:32 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100271

Job Family:

Social Services

Sub Family:

CQI, Training and Development

Primary Purpose

Supports and provides expertise in the evaluation, design, and development, and implementation of effective training, support, OJT modules, QA Reviews, refresher courses, and coaching for staff as needed. Supports staff members and teams to use the tools available effectively. Supports change management efforts that lead to process improvements. Supervises staff members to ensure adherence to standards and quality measures. Supervises the duties of all staff members as it relates to acting as a liaison between the staff members and the State and resolving NCFAST issues in a timely and productive manner. Ensures that all PMs, ADs, and Division Director is kept informed about technical issues that may impact the division and/or specific programs in ESS and/or the clients served. 

•

Ensures adequate team training and supervision to meet goals. Creates work plans for the unit and for the different programs designed to ensure that teams are supported. Implements, monitors, and evaluates working plans regularly. Supervises, plans and participates in office support, administrative and program related activities for On Site Support Team. Interviews, selects and trains staff. Discusses job performance concerns with employees to identify causes/issues and to work on resolutions. Participates in performance reviews. Determines staff schedules and resolves staffing issues. Oversees payroll/timesheet processing for assigned staff. 

1

25%

•

Provides decision-making, coaching, monitoring, and supervision to the OSS Support Team. Manages (NC FAST) ticket assignments, resolutions and escalation of trouble tickets that can't be resolved at the county level to the state. Supervises staff with resolving challenging NC FAST system issues via telephone, electronically, and in person in order to meet the needs of clients. Ensures that all team members are kept informed and understand changes occurring at the State level that impact services.

2

20%

•

Procesess Information Request Authorization Forms (IRAF's) for end users; activates, deactivates, and modifies user accounts. Works with Wake County IT to implement a continuous improvement initiative to streamline and improve this process. Ensure that all staff are trained in a timely manner, respond to any training/technology needs expressed by PMs and ADs, plan and monitor OJT for new staff members, provide support and expertise as needed to support the training and QA teams.

3

20%

•

Provides employees with guidance in handling difficult or complex problems. Resolves escalated complaints and answers questions requiring in-depth knowledge of policies and procedures. Leads and coaches the daily activities of team members including identifying training opportunities and encouraging the exploration of emerging technologies.

4

10%

•

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

5

10%

•

Reviews records or reports pertaining to work assignments to verify details, monitors work activities, and evaluates performance. Provides employees with guidance in handling difficult or complex problems. Resolves escalated complaints and answers questions requiring in-depth knowledge of policies and procedures.

6

10%

•

Onboards and offboards employees.

7

5%

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

•

Reconciles NC FAST transactions, and reports any discrepancies. Develops and submits regularly scheduled reports to supervisor.

•

Assists other programs to implement new technology.

•

Participates in special projects and other duties as assigned.

•

Designs curriculum as needed by program/subject, and trains employees.

*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

•

Three years of job-related experience

•

Equivalent education and experience are accepted

•

4 Years

Experience performing in a highly technical role using Windows 10, 7, and MS Office 365.

And

•

4 Years

Experience in training/facilitation.

And

•

2 Years

Experience in an IT Security role.

And

•

2 Years

Experience troubleshooting and resolving NC FAST tickets.

And

•

2 Years

Experience supervising others

•

Possesses excellent oral communication skills by being able to clearly present information through the spoken word in positive and negative circumstances. 

•

Determining causes of operating errors and deciding what to do about it.

•

Talking to others to convey information effectively.

•

Possesses proficiency in the use of MS, NC FAST, Onbase, and other computer applications.

•

Excellent time management and organizational skills adept at effectively dealing with multiple competing priorities while consistently meeting deadlines

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

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Change Management

Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace.

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.

Technology Management

Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

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 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 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