Provides leadership and direction to eligibility county offices and processing centers. Responsible for timely and accurate eligibility decisions, delivery of services, team performance, and customer service. Supports the achievement and success for eligibility operations. Serves as a community leader representing eligibility determination of human services or social services programs.
Employees in this class typically serve as a regional manager for multiple eligibility county offices within a specific region, or as the manager of an eligibility processing center.
Directs and manages eligibility processing center operations or county office eligibility staff to ensure decisions are compliant with eligibility policies and procedures, and state and federal laws. Oversees the budget and contractual management for eligibility county offices or processing centers and provides financial updates and budgetary information to senior management and executive staff. Manages and oversees operational standards, performance and quality goals, priorities, and operating procedures for eligibility county offices and processing centers. Maintains an effective organizational team and motivates diverse staff to accomplish critical operations and objectives. Promotes workforce engagement. Holds staff accountable for the achievement of performance and quality standards. Reviews business processes to ensure customer service levels are met and identifies opportunities to improve or streamline work processes. Manages resources for maximum efficiency, effectiveness and compliance. Creates and maintains customer service standards for eligibility operations and contracts.
Extensive knowledge of business and management principles involved in strategic planning, human resources modeling, resource allocation, leadership techniques, production methods and coordination of people and resources. Extensive knowledge of laws, agency rules, procedures and government regulations as they pertain to human services programs and eligibility processing. Ability to identify complex problems and review related information to develop and evaluate options and implement solutions. Ability to establish and maintain effective working relationships with relevant agencies, organizations and interested public or private groups. 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.
A bachelor’s degree and professional experience in human services or social services programs.