Income Maintenance Supervisor II - Food & Nutrition Services

Position supervises unit of 11 Income Maintenance Caseworkers. FNS and NC Fast experience required. Prefer experience in management/leadership role. Strong computer, organizational, work ethics and time management skills required.

The primary purpose of this position is to provide administrative, technical and supportive supervision to an Income Maintenance Lead Worker and Income Maintenance Caseworker IIs, who are responsible for taking and processing Food & Nutrition applications, redetermining eligibility, making changes as needed on a day-to-day basis in the NC FAST system. This position is responsible for overseeing all hearings and coordinating the duties and activities of all caseworkers above to ensure Food and Nutrition services are provided timely in the most efficient, effective manner possible in accordance to policy. Additionally, this worker will be responsible for conducting 2nd party reviews in the Food & Nutrition program. In case of a man made or natural disaster, this position will assist with the operation of the Emergency Food & Nutrition Program, DSNAP, and may be called upon to operate an emergency shelter and perform other duties assigned by the Income Maintenance Administrator, Deputy Director, or Director.

This position is from 8:00 am until 5:00 pm Monday through Friday, with one hour for lunch. Overtime is required as needed and could include overtime during the week and on weekends, on occasion.

1. This position is responsible for supervision of a Lead Worker, and ten Income Maintenance Caseworker IIs, who process and manage approximately 8000 Food and Nutrition Service cases. Meetings are called as needed for problem cases or updates. However, at time cases will be discussed with the Income Maintenance Program Administrator or State Operational Support Technician (OST). This position will discuss manual policy Dear County Director Letters, Change Notices and Job Aids as issued by the State/NC FAST.This position will work closely with the other FNS supervisor to ensure that services as a whole are delivered efficiently and consistently.

1. This position is responsible for holding monthly conferences with all workers, as well as in unit meetings, to ensure correct interpretation of policy is being followed, workers needs are being met, training is adequately provided and the job is completed timely and efficiently.This position also looks at the organization and reorganization of the unit that may be needed and addresses any problems with staff in the Unit.
2. This position is responsible for supervision of the clerical components. This includes the Income Maintenance I for the FNS program, EBT card maintenance such as new cards etc., scheduling of recertification appointments for the IMC II's, FRR and BEER reports, and assignment of new county cases.
3. This position monitors all monthly time reports and approves all leave for the unit. It also has the responsibility of coordinating coverage of all positions when someone is out on sick or annual leave. Records are kept on all leave taken and required reports are completed.
4. The Director, Deputy Director, Income Maintenance Administrator, medical providers, social workers, civic leaders and elected officials refer clients with special problems to this position. Some clients are dissatisfied, irate, uncooperative or disagreeable. This position has the responsibility of interviewing this segment of clients and serve them in a problem solving capacity.
5. When vacancies occur, this position has to see that the duties are completed to ensure benefits and EBT cards are received on time. This position is responsible for overseeing all training of new staff in the Food and Nutrition Services Unit, in conjunction with Staff Development and with the Lead Worker of the Unit. The FNS Supervisor is also responsible for keeping all workers abreast of any changes in policy/procedures, so that they will be able to maintain error free work.
6. This position is responsible for coordinating with lead worker to ensure that a sufficient number of second party reviews are being conducted. The Food and Nutrition manual mandates that all (5) person households be reviewed. The results of the reviews are then evaluated for specific training needs and detection of errors.
7. The FNS Supervisor reviews and discusses with the Income Maintenance Caseworkers any cases in which they suspect fraud may be occurring. If after review, it is determined that there is legitimate misrepresentation; the case is referred to the Program Integrity Investigator. Cases referred are those in which the recipient has received benefits erroneously. If the Income Maintenance Caseworker is scheduled to appear in court in regards to a suspected fraud or established fraud case and they are unable to appear, the supervisor will fill the agency's responsibility to have representation in court.
8. This position will be expected to work in emergency shelters and/or perform related disaster tasks and perform other reasonable tasks requested by the Program Administrator, Deputy Director and/or Director.
9. OPERATING RESPONSIBILITES

The FNS Supervisor II is responsible for setting short and long range goals for the unit to target quality, timeliness and productivity objectives, or case flow objectives. This requires the monitoring of productivity reports, quality control reports, reception logs, M & E audits and complaints received from client/community. The goals and objectives have to be reevaluated during the middle of the fiscal year. Each year the goals and objectives are reviewed and revised as the need of the agency and community changes. The guidelines of the Food and Nutrition Services Program changes and new guidelines are implemented, thereby causing the goals and objectives to constantly change.

1. Organizing and Directing - The Supervisor is responsible for directing the day-to-day activities of the Food and Nutrition Services Unit. The position is responsible for organizing and reorganizing the Unit to ensure equitable distribution of workloads. This position will incorporate the ideas and is responsible for the implementation of any change that requires reassignment of work and has a direct impact on work flow. The flow of work must be organized to adequately cover workloads for absent caseworkers and any EBT activities that are scheduled.
2. Financial Management -The Supervisor gathers statistical data regarding production and individual job performance. This data is used to make recommendations to the Income Maintenance Administrator regarding budget and staffing needs. The Supervisor also assesses the need for equipment and supplies. This position is responsible for gathering data from all second party reviews, QC referrals and M & E audits.

1. Review - The Supervisor II is responsible for monitoring work to ensure that FNS services are being provided to applicants/recipients in a timely manner. The monitoring process also determines whether the completed work meets the acceptable quality standards. Statistical data is compiled from monthly production reports and the daily reception logs. Any problems will be discussed with the Income Maintenance Administrator.

1. Setting Work Standards - The Supervisor Il is responsible for setting work standards. Federal, state, county and agency policies are reviewed to ascertain that all time frames, policies and guidelines are adhered to and that all deadlines are met - to ensure accurate payments and benefits are authorized timely to applicants/recipients. Failure to meet the standards could cause a delay in the recipient/applicant receiving needed benefits and reflected in the M & E audit.
2. Personnel Responsibilities - The Supervisor II is responsible for all areas of training for new employees and retraining of other employees. The employees are requested to read and apply the policies and procedures in the Food and Nutrition manuals. The Supervisor II meets with employees to discuss their job description and to discuss the agency's goals and expectations. After orientation of new staff, the workload is closely monitored for at least four and eight months. The supervisor counsels with staff regarding any problems they may have pertaining to their job. Daily monitoring and discussion is an aspect of the informal training plan. The supervisor reads publications, bulletins and news articles that relate to the program, studies manual material, memorandums, county letters and plans unit meetings to disseminate the information. The supervisor is responsible for. all programmatic training. Unit meetings are held as needed to interpret manual materials, county letters, policy and procedures, as well as respond to questions and case problems.Training is a continuing process due to the constant changes in. policy and procedures by the Federal, State and/or County Governments.
3. Counseling and Disciplining Employees - Conferences are planned with the employees on an individual basis to discuss problem cases, answer questions and to express their feelings about the workload. Conferences are also held to discuss any concern they may have regarding their jobperformance in an effort to improve and eliminate the problems in order to obtain maximum performance. The Supervisor has a responsibility to be available to counsel employees with problems concerning their job description, or any other problems that could affect the job performance. A conference is scheduled with employees to discuss concerns regarding their job performance, so that problems may be eliminated and the worker functions improved. The Supervisor keeps an "Open-Door" policy to address issues that cannot wait unit the next scheduled conference. The Supervisor may suggest that the employee seek counseling through the Employee Assistance Program if performance and behavior indicates that this would be helpful. If future action is needed, a conference is scheduled with the Income Maintenance Program Administrator to discuss future disciplinary action to be taken by the administration.
4. Selection and Appraisal of Employees - The Supervisor and Lead Worker, along with the Income Maintenance Program Administrator is responsible for interviewing prospective employees for the FNS Unit, using a structured interview. The Supervisor makes a recommendation to the Income Maintenance Program Administrator and together they make a final recommendation to the Director. The Supervisor conducts formal annual evaluations to evaluate job performance in order to offer commendation for outstanding performance and to address areas in which improvement is needed. The formal evaluation is based upon daily observations, client/worker and supervisor/employee relationships. Case records are monitored to evaluate staff knowledge and skills. The supervisor is concerned with both the quality of performance and the quantity of accomplishment. An adopted county document is used in completing the evaluation. Individual conferences are held to discuss ongoing work performance.
   
   OTHER WORK CHARACTERISTICS

Accuracy Required in Work:Accuracy is of the utmost importance. This position requires mental concentration at all times since it is necessary that work be done as mandated by Food and Nutrition Services guidelines.

Consequence of Error:
Perfection is demanded in this position.The results of an error in determining eligibility could mean county charge backs and the authorization of benefits in error. The workers decisions can be critical to continued assistance to clients.

Instructions Provided to Employee:Instructions may be written and/or verbal.

Guidelines, Regulations, Policies and References Used by Employee: The type of

guidelines and reference sources used in making decisions and carrying out the duties

of this position are all programs' manuals, FAST Help, Change Notices, Dear County

Director Letters, Terminal Messages, and supervisory instructions. The worker will 

also utilize guidelines, memorandums, and etc. of Nash County DSS.

Supervision Received by Employee: Supervisory sessions are conducted on 

individual basis or as needed.The worker prepares a conference agenda and submits 

to Supervisor prior to conference if needed.In addition, there are group sessions

called at the discretion of the Supervisor.Worker will attend staff meetings of the

Food & Nutrition unit when changes occur, or new policy is implemented.

Machines, Tools, Instruments, Equipment and Materials Used:Worker will use a

computer, general office equipment, calculator, electronic data, printers, program 

manuals, fax machine, laptop, and telephone.

This position requires a general knowledge of all Social Service administered social and financial services with a more thorough knowledge of the specific program of Food and Nutrition Services. A knowledge of supervisory techniques relating to affirmative civil rights, personnel recruitment and North Carolina State Personnel regulations. A basic working knowledge of the principles, techniques and of human Services providers. A thorough knowledge of the use of the many public assistance policy manuals and supporting letters. A considerable knowledge of the needs, problems and attitudes of disadvantaged persons and how best to interact with persons with behavioral or socio-economic related problems. A general knowledge of North Carolina Civil law, property laws, insurance forms and banking procedures, medical terminology, legal jargon, and tax laws.     The ability to communicate orally and in writing. The ability to maintain effective working relationships with administrative superiors, other professionals, other agencies, and the community at large as well as the clients. The ability to plan, evaluate, lead and direct the services of a financial program. The ability to represent the agency and the income maintenance programs in meetings, conferences, or through the news media.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.