Income Maintenance Supervisor II - Food & Nutrition Services

Johnston County Department of Social Services has an immediate opening for an Income Maintenance Supervisor II – Food and Nutrition Services (FNS) Application Processing.

The Income Maintenance Supervisor II provides direct supervision, leadership, training, and oversight to staff responsible for processing Food and Nutrition Services (FNS) applications. This position reports to the Economic Services Program Manager.

• The supervisor is responsible for guiding and directing, ensuring that FNS applications are processed accurately, timely, and in accordance with federal and state regulations.
  
• The supervisor will monitor staff performance, workload, timeliness, accuracy, documentation, and policy compliance while promoting a culture of accountability, quality, customer service, and continuous improvement.
• Provides direct supervision, leadership, coaching, and technical assistance to FNS Application Processing staff.
• Monitors caseworker workload, pending applications, and other workload indicators to identify and address processing delays.
• Reviews reports and workload data to identify trends, performance concerns, processing backlogs, and opportunities for improvement.
• Provides technical assistance to staff regarding complex eligibility issues, income, household composition, resources, deductions, verification requirements, expedited services, and other FNS eligibility factors.
• Ensures staff appropriately document case actions and maintain required verification and supporting documentation in NC FAST.
• Reviews caseworker work for accuracy and completeness and ensures identified errors are corrected timely.
• Uses available NC FAST and agency reports to monitor application processing, timeliness, accuracy, pending work, and staff productivity.
• Works closely with Quality Assurance and Program Integrity staff to identify trends and root causes of errors and develops strategies to improve FNS case
  accuracy and reduce payment errors.
• Monitors FNS performance measures and assists the Economic Services Program Manager in developing and implementing corrective action plans when performance does not meet established standards.
• Provides ongoing training, coaching, and policy updates to FNS staff based on identified needs, policy changes, quality assurance findings, and performance trends.
• Participates in the development and implementation of procedures, training materials, and workflow improvements designed to improve FNS processing and customer service.
• Evaluates employee performance and provides regular feedback, coaching, and performance management as appropriate.
• Assists with hiring, onboarding, training, and development of FNS Application Processing staff.
• Promotes consistent application of FNS policy among staff and works with other Economic Services supervisors to ensure consistency across program areas.
• Responds to escalated customer concerns and assists staff with resolving complex customer service issues.
• Communicates effectively with agency leadership, staff, customers, community partners, and state representatives.
• Maintains current knowledge of FNS policy, federal regulations, state guidance, NC FAST functionality, and agency procedures.
• Participates in state, county, and agency meetings, training sessions, workgroups, audits, and quality improvement activities as assigned.
• Assists with disaster response, shelter operations, emergency management activities, and other agency responsibilities as needed.
• Performs other duties as assigned.

• Thorough knowledge of Food and Nutrition Services eligibility policies, rules, regulations, and procedures.
• Thorough knowledge of the NC FAST system and its application to FNS eligibility and case processing.
• Considerable knowledge of eligibility determination procedures, verification requirements, income budgeting, deductions, household composition, and FNS case documentation requirements.
• Knowledge of federal and state requirements governing Food and Nutrition Services.
• Knowledge of quality assurance principles and methods for identifying, preventing, and correcting eligibility and payment errors.
• Knowledge of supervisory principles and practices, including coaching, employee development, performance management, and workload management.
• Ability to interpret and apply complex policies and procedures.
• Ability to analyze case information, reports, and performance data to identify trends, errors, and areas requiring corrective action.
• Ability to prioritize work and effectively manage competing deadlines and workload demands.
• Ability to provide clear and accurate technical assistance to caseworkers regarding complex FNS eligibility issues.
• Ability to communicate effectively, both orally and in writing, with employees, management, customers, community partners, and state representatives.
• Ability to establish and maintain effective working relationships with employees, agency leadership, customers, and other stakeholders.
• Ability to recognize problems, evaluate available information, and recommend appropriate solutions.
• Strong critical thinking and problem-solving skills, with the ability to analyze complex eligibility issues, evaluate available information, identify potential errors or inconsistencies, and determine appropriate courses of action.
  
• Ability to maintain confidentiality and handle sensitive customer and employee information appropriately.
• Ability to plan, organize, coordinate, and monitor the work of assigned staff.
• Ability to use computer systems, databases, spreadsheets, reports, and other technology necessary to perform supervisory responsibilities.
• Ability to promote a work environment focused on accuracy, timeliness, accountability, customer service, and continuous improvement.

Three years of experience as a caseworker or investigator in an income maintenance program, preferably with one year of supervisory experience; or
an equivalent combination of training and experience.

Experience with NC FAST, FNS application processing, quality assurance, workload management, staff training, or performance monitoring is highly desirable.

*Please document all work history relevant to the position for which you are applying. Determination of qualifying for the position and salary may be based on years of experience listed on the application itself, not in supplemental documents attached. Failure to document complete work history may affect qualification determination and salary. Electronic applications cannot be amended once submitted. *

Salary : $56,760 - $96,492