What are the responsibilities and job description for the Sr Economic Support Specialist- Lead - Quality Assurance Coordinator position at Rock County?
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
Use of Equipment
Working Conditions
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Salary : $27 - $30