Benefit Program Supervisor

GENERAL STATEMENT OF JOB

Under general supervision, performs supervisory and administrative duties in multiple benefit programs administered through the department. Reports to the Chief of Benefits.

ESSENTIAL JOB FUNCTIONS

Responsible for providing guidance to staff in the interpretation and clarification of program policies and procedures; assists staff with difficult and complex cases to include providing consultations with employees, handling some cases personally and making decisions on controversial cases and consulting with employees, handling some cases personally; making decisions on controversial cases and consulting with senior management on recommended actions. Advises staff on difficult issues and makes decisions on exceptional cases.

May be required to assist in processing difficult or more complex cases; provides and completes forms, reports, and statistics for use within the agency.

Responsible for the effective supervision and provide tools and resources to ensure that staff meet all performance measures as require, participate in staff development and training, succession planning, performance management, employee relations, prioritizing and assigning work related activities. administration to include monitoring expenditures, staff development and training, succession planning, performance management, employee relations, prioritizing and assigning work and related activities.

Represents the agency by serving on various committees, work groups, task force groups and organizations; attends a variety of meetings, conferences, and in-service training; receive and respond to inquiries from staff members and the community; provide information to the public and staff regarding Social Services’ program, policies, and procedures.

May participate in other public relations activities and assist with special projects.

Develop and maintain rapport with staff, customers, other organizations and the general public.

Make service referrals within the department and to other agencies as needed to resolve customer’s concerns.

Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.

PERFORMANCE INDICATORS

Knowledge of Job: Has thorough knowledge of local, State and federal laws, ordinances, rules and regulations governing multiple benefit programs. Has considerable knowledge of the policies, procedures, rules and regulations of multiple benefit programs, as administered through Social Services programs. Has considerable knowledge of social work principles, techniques and practices and their application to multiple benefit casework problems. Has thorough knowledge of the forms, documents and manuals associated with multiple benefit programs. Has considerable knowledge of other programs administered through Social Services, and through community human services agencies or volunteer groups. Has considerable knowledge of the social and economic factors in the community. Has considerable knowledge of the principles of supervision, organization and administration. Has general knowledge of the principles, methods, and techniques of public administration. Has general knowledge of the literature, trends and developments in the field of human service administration and in multiple benefit programs. Is able to plan, direct and coordinate the work of subordinate employees. Is able to plan, direct and coordinate the work of subordinate employees.  Is able to use common office machines, including computer driven word processing, spreadsheet and file maintenance programs.  Able to utilize the Virginia Case Management System (VaCMS), SPIDeR, VAMMIS, EPPIC, Date Warehouse and other state mandated systems. Is able to compile technical information from a variety of sources and prepare clear and concise reports. Is able to exercise considerable initiative and independent judgment in analyzing and applying standards to a variety of situations. Is able to explain rules, regulations and policies of multiple benefit programs in terms understood by applicants and the general public. Is able to exercise considerable tact, courtesy and discretion in contact with program applicants and customers, and the general public. Is able to exercise considerable discretion in handling confidential files. Is able to establish and maintain effective working relationships as necessitated by work assignments.

Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co- workers and the public.

Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under “Essential Job Functions.”

Dependability: Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and pre­scribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time- off requests. 

Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Researches problems, situations and alternatives before exercising judgment. Seeks expert or experienced advice when necessary.

Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the public to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons to maintain good will within the city. Interacts effectively with fellow employees and the public.

Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions of time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings and deadlines.

Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly work place.

EDUCATION & EXPERIENCE

Bachelor's degree from an accredited college or university in sociology, human services or a related field, and 3-5 years of experience in human services program eligibility or case management work, and 1-2 years of supervisory experience; or any equivalent combination of education and experience.

SPECIAL REQUIREMENTS

An acceptable general background check to include a local, state, and federal criminal history check and sex offender registry check. 

Individuals in this position cannot be listed as having a founded child abuse or neglect complaint. 

In the event of a declared emergency in the city of Portsmouth, individuals in this position are required to work shelter duty and may be called on to perform duties as required to provide for the safety and care of the citizens of the community.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements: Must be physically able to operate a variety of automated office machines, which include computers, calculators, copiers, facsimile machines, etc. Must be able to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary Work involves sitting most of the time, but may involve walking or standing for extended periods of time.

Data Conception: Requires the ability to compare and or judge the readily observable, functional, structural, or composite characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communication:  Requires the ability to speak and or signal people to conveyor exchange information. Includes receiving instructions, assignments and/or directions from supervisors.

Language Ability: Requires the ability to read a variety of checks, reports, records etc. Requires the ability to prepare letters, purchase orders, payment request, checks, etc. using prescribed formats and conforming to all rules punctuation, grammar, diction and style. Requires the ability to speak to people with poise, voice control and confidence. Ability to make presentations.

Intelligence:  Requires the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems; to deal with nonverbal symbolism in its most difficult phases; to deal with a variety of abstract and concrete variables; to comprehend the most abstruse classes of concepts.

Verbal Aptitude:  Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently using standard English and using administrative, behavioral, and human services terminology.

Numerical Aptitude:  Requires the ability to utilize mathematical formulas. Must be able to add, subtract, multiply, and divide; to determine percentages; to calculate interest, profit and loss, proportions, etc.; and to perform calculations involving variables, formulas, square roots and polynomials.

Form/Spatial Aptitude:  Requires the ability to inspect items for proper length, width and shape. 

Motor Coordination:  Requires the ability to coordinate hands and eyes rapidly and accurately in using a variety of office equipment.

Manual Dexterity:  Requires the ability to handle a variety of items, such as office equipment. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination:  Requires the ability to differentiate between colors and shades of color.

Interpersonal Temperament:  Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress.

Physical Communication:  Requires the ability to talk and/or hear: (talking: expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone.

FLSA Status: Exempt

EEO Cat: 3

Salary : $60,480 - $77,860