Eligibility Services Manager

Job TitleManage the determination of eligibility for all public assistance benefit programs such as Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and Medicaid, by providing direct supervision to the eligibility supervisors, assisting in planning, organizing, directing the workload and activities in the units; serving as a liaison with groups representing the agency; assisting the director in day to day activities; and participating in agency board meetings and activities.The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.Manages and supervises the staff by hiring, training evaluating and disciplining staff; ensuring staff understands the expectations of the division; communicating with staff; investigating complaints; and offering solutions.Plans, organizes and directs service unit activities by meeting regularly with the unit supervisors; reviewing and discussing concerns, progress, case management reports and state and local reports for effectiveness and efficiency.Manages and assists with preparation of agency budget; monitors benefits appropriations and expenditures by recommending funds for benefit programs, supplies, equipment and staff; and monitors budget reports.Ensures all new benefit staff participates in orientation to City, State and department policies and provides policy update training in addition to staff development training.Serves as liaison with groups representing the agency by participating in Board and regional meetings; and promptly providing information to other State and community agencies as requested.Participates in local agency appeal hearings conducted by state Hearings and Legal Services Officer.Handles customer complaints, suggestions and concerns in a courteous manner by reviewing the situations carefully and referring the customer to the appropriate individual if needed.Oversees and participates in special projects by making sure they are completed in a timely manner; and reporting progress to Director on a regular basis.Performs additional duties as assigned.Education and Experience Bachelor's degree, with broad knowledge in a general professional or technical field, and three to five years of experience, including at least two years in a Human Services related area. An equivalent combination of education and experience may be considered in lieu of the specific requirements listed aboveCertifications/Licenses Valid Driver's License with acceptable driving record according to City CriteriaJob Knowledge Advanced knowledge of the subject matter. Complete comprehension of the subject area to solve common and unusual problems, able to advise on technical matters, and serve as a resource on the subject for others.Reading Advanced: Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents.Writing Advanced: Ability to write editorials, journals, speeches, manuals, or critiques.Math Intermediate: Ability to deal with a system of real numbers; and practical application of fractions, percentages, ratios/proportions and measurement.Communication Skills Recommendations regarding policy development and implementation are made and/or recommended. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to continuously improve customer satisfaction.Independence and Decision-Making Normally performs the duty assignments with substantial discretion and within broad parameters defined by general organizational requirements and accepted practices. Overall results determine job performance.Technical Skills Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs and/or processes organization wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.Fiscal Responsibilities Completes research for documents, compiles data for computer entry, and/or enters or oversees data entry. Has responsibility for monitoring budget/fiscal expenditures (typically non-discretionary expenditures) for a work unit of less than department size (programs, activities, projects or small organizational units) or responsibility for fiscal management of capital project(s). May recommend budget allocations.Supervisory Responsibilities Manages, monitors and directs work performance of subordinate supervisors, makes final decisions on hiring, discipline, performance evaluation, setting program/work objectives and realigns work and staffing as needed.Physical Demands Work is sedentary in nature, requiring occasional light physical exertion. Requires adequate vision, hearing and talking to use a computer, telephone and communicating effectively with others.Non-Physical Demands Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time. Regular and predictable attendance is expected. May frequently experience time pressure, emergency situations, frequently change of tasks, performing multiple tasks simultaneously, working closely with others as part of a team, and tedious or exacting work. May occasionally experience irregular work schedule/overtime.Machines, Tools, Equipment, Software and Hardware Typically requires use of standard office equipment, including computer and related hardware and software, and any other equipment as appropriate or required.Work Environment The work is typically performed in an office setting, primarily at a desk in a quiet environment. The employee is constantly exposed to communicable diseases, and occasionally to physical danger or abuse. The employee is expected to use appropriate protective equipment for the assigned task; and any other equipment as apparent or assigned.