Human Services Benefit Programs Supervisor

Hiring Range: $79,688.44 to $93,549.30

Full Time or Part Time: Full Time

Additional Detail

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. The small city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery. The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play. We invite all qualified candidates to learn more and apply for our Human Services Benefits Programs Supervisor position. 

General Statement of Duties:

A Supervisor, Human Services Benefit Programs in the Center for Economic Support (CES) Customer Relations Division is responsible for supervising public benefit programs, service delivery for calls and in-person customer service operations, Alex 311 for DCHS, oversees administrative work for department mail and scanning program documents.  The incumbent is a member of the CES Supervisory Team, and Benefit Programs and Customer Relations Leadership teams. The HS Benefit Programs Supervisor assigns, reviews, and coordinates the work of staff responsible for the provision of public benefits assistance through supervision of staff, program planning, administration, and evaluation; ensures work quality and adherence to established policies and procedures; and is responsible for the training and development of staff competencies in the determination and redetermination of the eligibility of individuals and families for financial and medical assistance, participation in SNAP and food distribution programs; and information and referral to programs and community resources. The incumbent is responsible to assist in improving the efficiency and effectiveness of department operations and has responsibility for special projects and on-going tasks related to such management functions as short and long-range planning, program evaluation, program development, performance measurement, management and organizational analysis, and management systems design and implementation.  The scope and complexity of the duties in this class and the responsibilities assigned requires responsible exercise of expertise knowledge, significant independent judgment, leadership, and innovative approaches to carry out the responsibilities of this position and ensure the accuracy of case processing and compliance with state guidelines. Work is performed under the administrative supervision of the customer relations division Manager, Human Services Benefits Program. The Benefit Programs Supervisor is distinguished from the Benefit Programs Manager by the latter’s responsibilities for supervising Supervisors and managing program performance. 

Examples of Duties:

• Responsible for the effective supervision of assigned staff including selection, performance management, Responsible for the effective supervision of assigned staff including selection, performance management, employee relations, training, prioritizing, and assigning work and related activities.
• Prepare and conduct monthly and individual meetings with staff and team.
• Provide consultative services in complex situations with staff and customers.
• Apply customer service skills, including the identification of customer needs and follow up, to ensure customer commitments have been met. 
• Effectively listen, mediate, and resolve complaints.
• Analyze situations accurately and adopt a useful course of action.
• Serve as the Department Liaison for the Alex311 Customer Relationship Management system and consults with directors, supervisors, and direct service staff on all related matters.
• Assist in developing, monitoring, and maintaining the Alex311 knowledge base information and participates in data analysis to determine current trends and future needs for best practices in customer service.
• Work with DCHS Communications team to keep DCHS COA web-site information accurate.
• Assist with timely, completion and reliable statistics on benefit determinations and staffing are collected and  maintained with applicable federal, state, and local standards and practices and in sufficient detail to allow sound statistical analysis.
• Plan, organize, and supervise the administration of various federal, state, and local financial assistance programs.
• Ensure established goals and objectives are met.
• Interpret, explain, and train on multiple financial assistance program policies including Supplemental Nutrition Assistance Program (SNAP); Medicaid for families, children, the elderly and disabled, Energy Assistance, Dental, Vision, Hearing and other federal, state, local, and community programs.
• Research, analyze and make recommendations on the implementation of policies, procedures, rules, and workflow.
• Ability to use available data in decision making and gather information on understanding opportunities and challenges within the context of current practice.
• Track and comply with State and Local mandates for timeliness and accuracy compliance for all the financial assistance programs.
• Monitor case records for adherence to policy, accuracy, and timeliness standards; ensure the safeguarding of confidentiality of all information.
• Track, monitor, and respond to Data Warehouse, Virginia Case Management System (VACMS), and state reports; pending applications, renewal, or change reports on a daily, weekly, or monthly basis. Understand and utilize Q-Minder and Amazon connect. 
• Prepare and conduct unit and Divisional meetings and training to enhance communication, cohesion, and morale within the Division.
• Ability to develop SOP’s (Standard Operating Procedures) for front-facing staff.
• Ability to help oversee incident report management at the department level.
• Participate in community events, public speaking engagements, and fair hearing appeals.
• May act as Manager of Human Services Benefit Programs when designated and provide coverage for other supervisors as needed.
• Performs related work as required.

Minimum Qualifications:

Considerable experience in making eligibility determinations and in using automated systems for public assistance programs, including some experience in a supervisor or lead capacity with some experience with basic computer skills and automated systems for public assistance programs and or a related field; or any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Considerable experience and knowledge of principles and practices of supervision, discipline, leadership, mentoring, training, team dynamics, and team building. Considerable experience in Possess interviewing techniques, crisis intervention methods, effective performance management including recognition, performance evaluation, and progressive discipline. Considerable experience and knowledge of maintain the understanding (research, analyze, sound decision-making) of the Public Assistance Programs in a Social Services agency and available community resources. Extensive experience working with the principles of human behavior including people under physical, psychological and social stress. Extensive experience working with and having the knowledge of the types of financial, medical and resources available to public assistance applicants. Considerable experience working with efficient time management, techniques of program planning, evaluation, and excellent communication and problem-solving skills. Considerable experience in working with computers including applicable software such as Microsoft suites, spreadsheets, databases systems, i.e., the Virginia Case Management Systems, and other local specialized applications related to the area of assignment.

Bachelor’s degree in the human services field and human services program experience in a lead or supervisory capacity OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities. 

Preferred Qualifications:

A Four-Year College Degree in a human services field. Considerable experience and working knowledge of state and local computer systems and standard office software.