Provides leadership and direction to eligibility staff. Responsible for timely and accurate eligibility decisions, delivery of services, and team performance.
Employees in this class typically supervise multiple teams of Eligibility Coordinator I and Eligibility Specialist staff at county offices or processing centers.
Monitors eligibility team(s) on a day-to-day basis ensuring workflow processes and procedures are implemented. Provides guidance to eligibility teams and managers on the effectiveness of policies, procedures, and processes. Writes and monitors quality assurance corrective action plans. Coordinates eligibility and professional training. Acts as liaison with contract providers, community organizations, managed care organizations and committees related to health and social welfare activities. Maintains awareness of eligibility staff conduct with respect to attendance, workplace contributions, and professional behavior. Provides quality improvement oversight to ensure eligibility staff are accurately determining eligibility according to policies and procedures. Monitors workloads and processes to maximize efficiency and minimize customer complaints. Prepares and provides various reports to managers and senior leadership. Reviews employment applications and conducts interviews for new hires. Provides technical assistance and accurately addresses questions or concerns that have been escalated by eligibility staff. Assists eligibility management and senior leadership with projects.
Extensive knowledge of human services programs and eligibility processing. Knowledge of principles and procedures for personnel recruitment, selection and training. Knowledge of processes for providing customer and personal service, to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Extensive knowledge of laws, agency rules, procedures and government regulations as they pertain to determining eligibility for government programs. Ability to establish and maintain effective working relationships with necessary agencies, organizations and interested public or private groups. Ability to prepare comprehensive reports. Ability to maintain confidentiality. Ability to exercise discretion in achieving established objectives. Ability to use logic and reasoning to identify alternative solutions, conclusions or approaches to problems. Ability to communicate information and ideas effectively, both orally and in writing. Ability to effectively manage and lead a diverse team of employees. Ability to supervise the work of subordinate employees. Ability to manage time and prioritize tasks and projects with competing deadlines. Ability to communicate and collaborate with staff from different levels of the workforce.
Certification of fluency in a second language preferred.
A bachelor’s degree and professional experience in human services or social services programs.