Sr Economic Support Specialist- Lead - Quality Assurance Coordinator

Position Summary And Job Duties

The Sr ESS Lead (Quality Assurance (QA) Coordinator) is the primary position responsible for the oversight, coordination, and continuous improvement of SNAP (FoodShare) quality assurance and Pre-Certification Review (PCR) Tool functions across the Southern Income Maintenance Consortium. The Quality Assurance Coordinator position ensures consortium wide compliance with newly enacted federal policy requirements that SNAP benefit errors remain below a 6% threshold. This role also supports compliance with Department of Health Services (DHS) contractual requirements by managing pre-certification reviews, monitoring case accuracy, and driving data-informed performance improvements. The Coordinator leads QA and PCR operations by assigning and monitoring workloads to designated QA Economic Support staff, establishing review criteria, analyzing error trends, and translating findings into targeted training and process enhancements. This position also oversees and provides feedback to pre-certification review staff, supports professional development, and serves as a subject matter expert in Income Maintenance (IM) policy and FoodShare eligibility.

This position will participate as a member of the Southern Consortium leadership team to ensure consistent application of policy and procedure, and coordinate and deliver consortium wide training plans and policy recommendations. This position will also represent the Southern Consortium on state level work-groups and committees to evaluate and develop strategies to minimize the SNAP error rate.

Supports and promotes the Mission, Vision and Guiding principles of the Human Services Department. Performs in a manner consistent with the HSD Professional Standards and "Commitment to My Co-Workers".

35% - Primary Staff responsible for Coordination of Quality Assurance & Compliance Activities for the Southern IM Consortium

• Ensure a minimum of 25% of monthly applications and re-certifications are reviewed prior to benefit issuance.
• Participate in state and local workgroups and quality control initiatives to identify error trends and implement systemic improvements.
• Ensure compliance with federal, state, and consortium policies and procedures.
• Maintain up-to-date knowledge of FoodShare and IM policy changes.
• Manage the consortium side utitilzation of the Pre-Certification Review Tool (PCR ).
• Develop and maintain PCR sample selection criteria, including targeted sampling for ES staff.
• Monitor and adjust PCR sampling daily to ensure appropriate coverage and accuracy.
• Assign PCR cases to reviewers and ensure timely completion.
• Establish and maintain PCR rule sets, criteria, team creation, PCR schedules, holiday schedules, team day schedules, and cover the overall PCR maintenance.
• Provide coverage for PCR reviewer absences.
  
  

35% - Training and Staff Development for Southern IM Consortium

• Train and on-board PCR reviewers, including ongoing coaching and skill development.
• Collaborate with consortia leaders to identify and address staff training needs based on QA/PCR findings.
• Convene and Facilitate regular meetings (e.g., monthly, quarterly, and yearly check-ins) to review trends, answer questions, and promote consistency.
• Present common errors and trends to staff and leadership teams.
• Monitor work of the unit, provide policy clarifications, and address performance issues as needed.
• Be proficient in all aspects of the Economic Support Specialist position exercising advanced program and policy knowledge for Income Maintenance programs.
• Monitor the work of the consortia staff, to ensure accuracy in benefit issuance.
• Use State designated software in the monitoring of agents, business events and work groups to evaluate effective staff performance, consistent service delivery and optimal customer service.
• Participate in designated state and local workgroup/subcommittees.
• Participate in management level meetings to develop, plan, coordinate, and interpret economic support policies, procedures, rules, regulations, and mandates relevant to Consortium and operations.
• Develop and maintain effective working relationships with consortia partners, State and Local officials, County departments, other department units and divisions that are fiscally impacted by Economic Assistance Programs, community agencies, advocacy groups, and the public to ensure optimal levels of customer service.
• Monitor multiple computer systems to identify problems in programming logic and provides solutions to ensure accurate benefit issuance in various programs; serves as a liaison between staff and the State analysts regarding technical and policy related issues.
• Develop and support a strong team environment throughout the ES Division.
• Promote a diverse and inclusive environment.
• Complete required reports.
• Complete annual training requirements mandated by the state including but not limited to 12 hours of professional development, cultural competency, civil rights, Social Security Training, and HIPAA.
• Support and assist with completing annual reports for Rock County and the Director's Report for the Southern Consortium.
  
  

20% - Monitor the Quality Control & Provide Data Analysis for the Southern IM Consortium Leadership Team

• Conduct quality control reviews of PCR reviewers work to ensure accuracy and consistency across reviewers.
• Establish benchmarks for random QA review of PCR staff performance.
• Analyze data and generate reports identifying trends, error patterns, and performance gaps.
• Provide regular reports to consortia leadership to inform of training priorities.
• Develop monthly reports highlighting findings and recommended corrective actions.
  
  

10% - Performs other duties as assigned

• Availability for coverage for planned and unplanned absences for PCR Reviewers.
• Participate in Human Services Department work groups such as Difficult Conversations, Diversity and Inclusion, and Trauma informed Care.
  
  

Success Factors (KSA's)

• Comprehensive knowledge of policies, regulations and practices pertaining to Economic Support assistance program eligibility;
• Knowledge of community welfare and health resources;
• Knowledge of adult education principles;
• Knowledge of supervisory principles and methods;
• Knowledge of technology, distance learning, virtual meetings;
• Considerable knowledge of the problems, circumstances, social values and attitudes of economically and socially disadvantaged persons;
• Knowledge of quality improvement principles and practices including teamwork, problem solving and process improvement;
• Ability to plan, assign, and otherwise supervise the work of others to stimulate staff development;
• Ability to assess unit performance, document performance and improve unit performance;
• Ability to assess and define training needs and learning styles of staff;
• Ability to coordinate strategies for continuous improvement;
• Ability to maintain records and prepare reports on unit operations and work statistics;
• Ability to present information effectively in writing and orally;
• Ability to review, analyze, create statistical reports;
• Ability to establish and maintain effective working relationships with other consortium members, staff, government officials, civic organizations, community agencies, program participants and the general public;
• Ability to foster professional standards of client service and colleagian interaction through training and direction.
  
  

Job Requirements, Education, Training & Experience

• Minimum of 3-5 years of experience in Economic Support, public assistance programs, eligibility determination, or quality assurance of which two years are at either specialty team or the lead worker level that demonstrates a contemporary and comprehensive knowledge of public assistance programs.
• Proven ability to effectively communicate with both large and small groups, as well as individuals in person, virtually and by telephone.
• A bachelor’s degree in either education, public administration, social work or a related field is desirable.
• Equivalent combination of education and experience may be considered.
• Valid driver's license, vehicle and ability to travel between Rock County and surrounding counties: Crawford, Grant, Green, Iowa, Lafayette, and Jefferson.
• Experience reviewing eligibility cases and interpreting policy proffered.
• Prior experience in quality assurance , auditing , training, or leadership roles is preferred.
• Strong policy, process, system knowledge of IM programs.
  
  

Essential Job Functions (physical Elements, Equipment And Working Conditions)

Physical Elements

• Ability to sit, walk, or stand for long periods of time.
• Ability to exert up to 10 pounds of force occasionally or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects.
  
  

Use of Equipment

• Ability to use a computer and computer keyboard.
• Ability to use copy and fax machine as well as telephone and scanner.
  
  

Working Conditions

• Work is indoor in a public office building, either in Rock County or surrounding counties.
• Hybrid work environment.
  
  

Rock County, Wisconsin

Facts and Benefits Highlights

Rock County Historic And Cultural Attractions

Rock County is located in south Central Wisconsin along the Illinois border. The County has a population of 161,188 making it the ninth largest County in Wisconsin. Janesville, Wisconsin (pop. 64,009) is the county seat. Janesville is located on the I39/90 corridor, forty miles south of Madison, seventy-six miles west of Milwaukee and about two hours from Chicago.

Rock County's many historic and cultural attractions include the City of Evansville historic district, Beloit College (an acclaimed liberal arts institution located in the City of Beloit) and the City of Janesville's Rotary Botanical Gardens and Tallman House (an exceptional example of Italian villa style architecture from the mid 1850's).

The Cities of Janesville and Beloit have a combined symphony orchestra, as well as individual performing arts centers. The Rock County Fair and Riverfest are regional cultural celebrations held every summer in the Cities of Janesville and Beloit respectively. These Cities both have extensive park and open space networks, including portions of the Ice Age National Scenic Trail, a Statewide trail commemorating the State's geologic history. Additionally, the Rock River runs through these Cities, offering many recreational opportunities.

• Salary:
  
  

Employees are paid every two weeks on Friday (26 checks in a year). Paychecks are directly deposited in the employee's bank account. There is a two week delay between the pay period worked and the payday. New employees generally wait four weeks before they receive their first check.

• Vacation:
  
  

Employees receive vacation based upon the work group/bargaining unit their job class is assigned to. See attached Appendix A for more information.

• Holidays:
  
  

Most employees receive the following holidays: 1) New Year's Day; 2) Spring Holiday to be observed the Friday immediately preceding Easter; 3) Memorial Day; 4) July 4th; 5) Labor Day; 6) Thanksgiving Day; 7) Friday after Thanksgiving Day; 8) Day before Christmas; 9) Christmas Day; and l0) one Floating Holiday of the Employee's choice. For a list of holidays in the law enforcement units see their Collective Bargaining Agreements.

• Health Insurance including our Wellness component:
  
  

The County is self-insured and offers a network of health care providers through the Alliance Network, which includes: 90 hospitals; 7,000 medical doctors; 13,500 total professional service providers; 3,400 medical clinic sites; 420 chiropractic clinic sites; 580 mental health clinic sites; and 1000 home care agency locations. Pharmacy services are provided by Navitus.

The Alliance is a cooperative of more than 240 self-funded employers in Wisconsin, Iowa and Illinois. The Alliance was started in 1990 and has three goals - moving health care forward by controlling costs, improving quality, and engaging individuals in their health care.

When an employee resigns from County employment, their health insurance ends at 11:59 p.m. on their last day. When an employee retires from County employment, their health insurance ends at 11:59 p.m. on the last day of the month.

Employees who retire from County service may choose to stay on our health insurance plan at their own cost after retirement.

• Sick Leave:
  
  

Employees earn one day (8 hours) of sick leave for every month they work. Employees can use the sick leave after completing six months of service. Sick leave can be accumulated to a maximum of 130 days (1040 hours) for employees and 150 days for employees in law enforcement units. Employees in certain job classes are able to receive a pay out of a portion of their accumulated sick leave (generally after ten years or more of continuous employment).

• Dental Plan:
  
  

The County offers a dental plan through Delta Dental and will pay 60% of the applicable

premium for the lowest cost plan. Employees can enroll within the first 30 days of

employment, after that there is an annual open enrollment period in the fall.

• Vision Plan:
  
  

The County offers a vision plan which employees can enroll in at their own cost. Employees

can enroll within the first 30 days of employment, after that there is an annual open enrollment

period in the fall.

• Life Insurance:
  
  

The County provides term life insurance through the State of Wisconsin Plan. Employees can purchase insurance in increments based on their salary, up to five times their salary. The County will contribute 20% of the cost for the first increment only - one times the employee's salary. Employees can also purchase coverage for their spouse and/or children.

• Deferred Compensation:
  
  

Employees can participate in one of several deferred compensation plans (Nationwide, Wisconsin Deferred Comp, and Security Benefits) at their own cost.

• Flexible Spending Account (Medical and Dependent Care):
  
  

Effective January 1, 2014 employees can put up to $2,550 into a flexible spending account through EBC (Employee Benefits Corporation) to pay for their own non-reimbursed medical care expenses. Employees can also put in up to $5,000 for dependent care accounts. This is a pre-tax deduction for the employee. If employees do not use all of their funds one year, they can carry over up to $500 and add it to their $2,550 maximum for the next year. If you leave County employment, you have ninety (90) days to submit expenses incurred prior to your last day.

• Tuition Reimbursement:
  
  

Employees may be granted leave to further their education if it is determined to be in the best interest of the County.

• Retirement:
  
  

Rock County participates in the Wisconsin Retirement System (WRS). Employee who have questions about their retirement benefits should contact WRS. What an employee receives at retirement is dependent upon a number of factors – age, length of service, salary.

Rock County and the employee make equal contributions to the Wisconsin Retirement System on behalf of the employer. The contribution rate is addressed in the employment letter.

Employees in protective status have the percentage contributions defined in their respective collective bargaining units.

• Bereavement Leave:
  
  

In the event of a death an employee may be excused from work without loss of pay for up to a maximum of thirty-two (32) hours annually for the purpose of attending a wake, visitation, memorial service, funeral, or make necessary arrangements regarding the death, within a reasonable time after the occurrence.

If additional time is required beyond the thirty-two (32) hours annually, an employee may request to use accumulated vacation, holiday or comp-time. Sick leave cannot be used.

Bereavement leave cannot be accrued from one year to the next.

Bereavement leave can be used in increments of quarter hours.

All leaves under this section shall be prorated based upon the employee's FTE. Personnel Ordinance 18.509.

• EAP:
  
  

The County provides an Employee Assistance Program (EAP) for employees to use for all kinds of personal and professional assistance. In the case of counseling, professional counselors are available 24 hours a day, 7 days a week. An employee can establish a relationship with a counselor over the phone or set up an in-person appointment with a counselor in the area. The EAP program will pay for up to three visits.

• Parking:
  
  

The County provides free parking at all of its facilities.

• Smoking:
  
  

All County buildings are smoke free. By County Ordinance anyone visiting or working in any County building is prohibited from smoking closer than 30 feet from any building entrance. The Ordinance also makes the entire Rock Haven Nursing Home a smoke free "campus."

APPENDIX A

Administrative Policy & Procedure Manual

Section: Human Resources

Policy: Vacation Schedules

Policy No: 5.47

Effective: 1/1/2016

Revising: 1/1/2014

The Unilateral Vacation Schedule can be found in the Rock County Ordinance 18.506

The following language only applies to employees who are in job classes that were covered by the following collective bargaining agreements on December 31, 2011.

(AFSCME 1077, 1258, 2489, AMHS RH, AMHS-HSD, ATTORNEYS, YSC, Public Health Nurses)

Employees shall be entitled to annual paid vacation as follows: upon the completion of one

year, ten working days; in addition, Employees shall be entitled to one

additional day of vacation per year for each additional year of employment, up to a

maximum of twenty-five working days of vacation per year according to the following

Schedule

After 2 years – 11 days After 10 years – 19 days

After 3 years – 12 days After 11 years – 20 days

After 4 years – 13 days After 12 years– 21 days

After 5 years – 14 days After 13 years– 22 days

After 6 years – 15 days After 17 years – 23 days

After 7 years – 16 days After 18 years – 24 days.

After 8 years – 17 days After 19 years – 25 days

After 9 years – 18 days

(AMHS-HSD)

For employees who are in job classes that were covered by the AMHS HSD contract on 12/31/2011, vacation pay and/or time off, shall be earned on a pay period rate, and available for immediate use in the following pay period and thereafter. Said time off may be used in time blocks of eight hours or less to a minimum of thirty minutes.

Probationary Employees. Employees shall accrue, but not be entitled to utilize vacation benefits during the first six (6) months of probation.

(ATTORNEYS)

Attorneys may take five days of vacation during the second six months of their employment, five days during the third six months, five and one-half days during the fourth six months, five and one-half days during the fifth six months, and six days during the sixth six months, if they desire. No more than two periods of earned vacation may be accumulated or taken without the consent of the Human Resource Director. Attorneys earn five days of vacation during both six month periods the first year of employment, five and one-half days each six month period of the second year, six days each six month period during the third year and continuing in the same manner thereafter, up to a maximum of twenty-two working days of paid vacation per year.

7.05 I. Employees, upon separation, shall have all unused and accrued vacation credits (which are earned as specified above) contributed to a Post-Employment Health Plan (PHEP).

Part Time Employees

(AMHS HSD)

All regularly scheduled part-time employees will be allowed paid vacation on a pro-rated amount based on actual hours paid.

(AFSCME 1258)

Regular part-time employees shall be entitled to vacation benefits on a pro-rata basis based on actual hours worked, excluding over time hours.

(AMHS RH)

All regularly scheduled part-time employees will be allowed paid vacation on a pro-rated amount based on actual hours paid.