Eligibility Supervisor

The Eligibility Supervisor oversees a team that may be comprised of Eligibility Case Managers, Lead Eligibility Case Managers, and/or Human Services Clerks responsible for determining initial and ongoing eligibility for public assistance programs, including but not limited to the Supplemental Nutrition Assistance Program (SNAP), Medicaid, Long Term Care (LTC), Old Age Pension (OAP), Aid to the Needy Disabled (AND), and Temporary Assistance to Needy Families (TANF). This position ensures accurate, timely, and customer focused service delivery in compliance with federal, state, and county regulations. The Supervisor provides leadership, coaching, and operational support to staff in both in-person and virtual environments.ESSENTIAL DUTIES AND RESPONSIBILITIES: (The following examples are illustrative only and are not intended to be all inclusive.)

• Supervise, mentor, and evaluate a team of Human Services Clerks, Lead Eligibility Case Managers, and/or Eligibility Case Managers to ensure efficient, accurate and timely case processing and exceptional customer service.
• Provide coaching, support, and training to direct reports both in-person and virtually.
• Monitor workload distribution, performance metrics, timeliness standards, and quality assurance measures. Adjust workload and priorities as needed to ensure adherence with federal and state regulation. 
• Review and approve eligibility determinations to ensure compliance with program rules, state regulations, and internal policies.
• Oversee staff performance and take timely corrective action, including evaluations, improvement plans, and formal discipline.
• Support staff in developing problem-solving skills, maintaining program knowledge, and adapting to procedural or regulatory changes.
• Facilitate team meetings, training sessions, and individual check-ins to promote communication, collaboration, and continuous improvement.
• Serve as a subject matter resource for complex cases related to SNAP, Medicaid, LTC, OAP, AND, TANF, and/or other assigned programs.
• Prepare for and represent the County in client administrative appeals, including gathering documentation, providing testimony, and ensuring compliance with state and federal requirements.
• Manage and resolve client escalations or complaints by assessing concerns, identifying solutions, and supporting staff in achieving timely resolution.
• Collaborate with internal partners, community partners, and state agencies to resolve issues, implement policy updates, and maintain operational consistency.
• Recruit and onboard new staff.
• Attend local, state and federal meetings.
• Support and uphold Douglas County’s mission, vision, values, and customer service standards.
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE: 

• High school graduate or GED is required. Associate or bachelor’s degree preferred. 
• Four (4) years of experience determining eligibility for Supplemental Nutrition Assistance Program (SNAP), Medicaid, Long Term Care (LTC), Temporary Assistance to Needy Families (TANF), Old Age Pension (OAP), Aid to the Needy Disabled (AND), or similar programs is required
• Experience using the Colorado Benefits Management System (CBMS) 
• Previous leadwork or supervisory experience preferred
• A combination of education and experience may be considered

CERTIFICATIONS, LICENSES, & REGISTRATIONS: 

• This position requires successful completion of a criminal background check including fingerprinting through a national database. 
• Must complete all CBMS access training courses and all required program area certifications through the Colorado Staff Development Division within three (3) months of hire.

For more information on job functions, requirements and to apply please visit: https://douglasco.csod.com/ux/ats/careersite/5/home/requisition/3243?c=douglasco

Douglas County offers an excellent comprehensive benefit package including but not limited to: Medical/Dental/Vision. 
For a more detailed overview please view the full Employee Benefit Guide.

Salary : $65,345 - $98,017