Eligibility Supervisor

Summary of Position

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.

Example of Duties

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.
  
  

Minimum Qualifications

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.
  
  

Additional Information

For more information on job functions, requirements and to apply please visit: https://douglasco.csod.com/ux/ats/careersite/5/home/requisition/3343?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.

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The job details outlined in this posting may represent a modified summary of the full job description. For a full copy of the job description CLICK HERE to view our job classifications.

In the event of an emergency/disaster in or near the County, all County employees are expected to make every effort to be available to assist the County Manager, Elected/Appointed Officials and Department Directors to ensure the continued operation of any and all necessary County functions. This may mean being available to perform additional duties and hours beyond what is normally required. In the event that an exempt employee does work more than 40 hours a week in support of County operations during an emergency, such employee may receive overtime or other appropriate wage compensation in accordance with existing County policies or at the discretion of the County.

• Please include a full and complete history of your work experience in your application. Failure to include information may result in disqualification.
• If you have a disability and would like to request an ADA accommodation, to complete an application or at any time during the recruitment process, please contact the HR Department from 8:00 am to 5:00 pm, Monday through Friday except County holidays at 303-660-7427.
• Douglas County is dedicated to the principles of Equal Employment Opportunity in any term, condition, or privilege of employment. We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, veteran status or any other status protected by federal, state or local law.
• In compliance with the Job Application Fairness Act (SB 23-158), applicants may redact information that identifies age, date of birth, or dates of attendance at or graduation from an educational institution in your application, transcripts and/or other application materials.
• Douglas County requires a pre-employment drug screen (including marijuana) and background check, which may include fingerprinting to be run through a national database to determine criminal activity, prior to employment.
• Douglas County participates in E-Verify. We will provide the Social Security Administration and the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization.
  
  

Douglas County offers a comprehensive benefit package. For a more detailed overview of our benefit package, click on the link below.

http://www.douglas.co.us/government/departments/humanresources/employee-benefits/

Why Douglas County? We offer excellent benefits to our employees!

• 11 ½ paid holidays each year a floating holiday
• 9 hours of paid vacation per month
• 8 hours of paid sick time per month
• Medical insurance employees can choose from two plan options: United Healthcare Doctors Plan or United Healthcare HDHP Plan
• Life insurance 2 times employee salary at no cost to employee
• Mandatory retirement – defined contribution of 8% - matched at 8%
• Annual performance reviews with potential for an increase
  
  

Additionally, we offer dental, vision, accident/critical illness insurance, tuition reimbursement, and employee training.