Benefit Programs Supervisor - Training

The City of Richmond Department of Social Services, Economic Support & Independence Division, is seeking a customer-focused, results-driven professional to serve as a Benefit Programs Supervisor. In this role, the supervisor will lead a team of Benefit Program Specialists within the Training Unit, ensuring the effective delivery of federally, state, and locally funded public assistance programs.

The successful candidate will provide leadership, coaching, and performance management to staff while promoting high-quality customer service, regulatory compliance, and operational excellence. This position plays a key role in achieving service delivery goals, supporting staff development, and ensuring that benefit programs are administered accurately, efficiently, and in accordance with applicable federal, state, and City policies and procedures.

• Providing supervision and ongoing training to a team of Benefit Programs Specialists who provide face-to-face eligibility determination and ongoing case management to City of Richmond residents applying for federal/state programs such as Supplemental Nutrition Assistance Program (SNAP); Medicaid, General Relief; Emergency Assistance; Long-Term Care; Temporary Assistance to Needy Families (TANF) and Aged, Blind & Disabled (ABD) etc. 
• Providing training and ongoing development activities to newly assigned Benefit Program Specialist staff members and assess performance on a regular basis 
• Reviewing and analyzing case activity for policy compliance and payment accuracy 
• Oversight of case-processing, case management, and service delivery by employees 
• Coaching and mentoring employees and documenting performance 
• Analyzing employee development needs; 
• Designing solutions that address development as it relates to department goals and key performance indicators (KPIs); 
• Coordinating development of the Department Training Plan (DTP); 
• Ensuring quality customer service
• Participates in Mass Care Center operations during incidents or declared emergencies as needed for the duration of the event.
• Other related duties as assigned.
  
  **City of Richmond Department of Social Services employees are considered essential personnel may be required to work during inclement weather and times of declared emergencies.**

KNOWLEDGE, SKILLS, AND ABILITIES:

Considerable knowledge in Social and Human Services programs such as SNAP, TANF, Medicaid, and General Relief programs; Supervisory and management practices; and Social Services or Human Services policies and practices.

Demonstrated skills in leadership and supervisory skills including coaching, training, and staff development; Business, technical, and report writing; and program planning and evaluation.

Demonstrated ability to work with diverse populations, including hard to serve and low income communities to generate trust and cooperation of community residents and others; Interpret and apply relevant policies; Problem-solve and resolve conflicts and think critically.
 

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in human services, social work, or a related field
• Six (6) or more years of relevant work experience in various federal, state and local public assistance and benefit programs or services programs
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED TRAINING AND EXPERIENCE:

• Bachelor's or higher degree in Human, Social Services or any relevant field 
• Seven (7) or more years’ experience in Benefits Programs services 
• Previous supervisory/ leadership and staff development experience 
• Extensive knowledge of state, federal and local benefits programs 
• Exceptional analytical, communication and customer service skills 
• Significant experience working with social services benefit programs including processing applications interviewing customers, managing caseloads, interpreting state and federal policy. 
• Considerable knowledge of and experience with the Virginia Case Management System (VaCMS). 
• Experience in Long Term Care and/or Aged, Blind and Disabled (ABD) programs

LICENSING, CERTIFICATIONS and/or OTHER SPECIAL REQUIREMENTS:

• None required

Salary : $68,830 - $108,291