Energy Assistance - Eligibility Team Lead

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

Job Information

Title:

Energy Assistance - Eligibility Team Lead

Market Range:

MR15

Approved Date:

2/19/2024 11:53:12 AM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

C4

Career Level Description:

Core Services Level 4

Job Code:

100298

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Performs as Lead Worker in the Energy Assistance Program. Ensures appropriate management of State mandated Medicaid transportation consultative, technical and administrative work in the planning, development, implementation and monitoring as Lead Worker in the Energy Assistance 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 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 systems to authorize benefits.

1

25%

•

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

2

25%

•

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

20%

•

Manages shared email box and program work queues (OnBase; SharePoint) as directed to make case/client assignments (electronic applications or clients applying in person).  Monitors workflow and demand and adjusts based on capacity and schedules.  Monitors reports, i.e. North Carolina Fast Pending Application Report, working 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 distributes/collects applications.

•

Conducts annual training for community partners assisting in seasonal energy assistance (Low Income Energy Assistance Program).

*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

•

Bachelor's Degree

in Human Services, Health or related field or equivalent education and experience

•

3 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, Women Infants and Children Program or Energy Assistance Program)

Or

•

2 Years

Program specific experience

•

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

Upon Hire

•

Knowledge of principles and processes for providing customer and personal services. 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 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.

•

Ability to assess workloads and make work assignments.

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.

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.

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.

Cooperative Leadership

Promotes and generates cooperation among one's peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that gets results.

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 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