Supervises a group of employees in the Health and Human Services Department who determine eligibility for Economic Support Programs, provide fraud program services and Child Care program services. Provides technical support activities for the staff who administer programs such as FoodShare, Medicaid, Badgercare Plus, and Child Care Assistance. Under direction of the Economic Support Manager, assists in coordinating and administering the economic support programs for Brown County and the Bay Lake Consortium; Supervises unit staff in the delivery of economic support services. Position demands comprehensive functional knowledge of local, state, and federal regulations and requirements to ensure staff compliance with program mandates. Performs training and evaluations, measures performance standards, and performs quality assurance activities. For the purposes of efficient operations, both locally and within the consortia, leadership roles are assigned as follows: Bay Lake Consortium Call Center Monitoring, Child Care Policy, EBD/LTC Policy, Fraud and Program Integrity, Quality Assurance, and Support Services.
Supervises staff, manages unit workload, and reviews day to day eligibility determinations made by staff in the administration of a variety of Federal, State, and County economic support programs and services such as, but not limited to EBD Medicaid, Family Care, BadgerCare Plus, Caretaker Supplement, Food Share, and Wisconsin Shares Child Care.
Manages case load distribution within the unit; provides case consultation and policy interpretation; and monitors quality, accuracy and timeliness of individual case processing to assure compliance with State and Federal requirements. Assists in developing, evaluating, and adjusting internal processes and procedures to ensure compliance with Federal, State and County laws, policies, procedures, regulations and mandates.
Advises and directs staff in making decisions regarding applications, renewals and changes in an effort to rectify consumer concerns. Researches and interprets complex policy and provides technical assistance to staff through use of handbooks, manuals, computer systems, operation memos and state call center for accurate case processing and timely eligibility determination.
Maintains knowledge of all Economic Support program policy received from the Department of Health Services, and Department of Children and Families; assists in developing, maintaining, and overseeing quality control systems to evaluate staff workflow, reports, benefit issuance, and program compliance.
Provides training and technical assistance to management and staff within the Bay Lake Consortium.
Participates in weekly management meetings to develop, plan, coordinate, and interpret economic support policies, procedures, rules, regulations, and mandates relevant to Consortium operations.
Assists in the development of the division’s budget, objectives, goals, and strategic plan.
Participates in workgroups/subcommittees (such as Call Center Operations, IMAC Training, IMAC Performance Monitoring, IMAC Program Coordination, Fraud and Program Integrity, and Child Care Program Coordination) with the State for quality assurance and workload management to improve effectiveness and efficiency of Economic Support operations. Serves on State advisory committees and acts as an advisory resource for various community agencies and providers in regards to benefit availability, procedures, and regulations.
Engages in public speaking by providing Economic Support program presentations to community organizations such as, the area public schools, United Way, Hunger Task Force, and the Network for Human Services Providers.
Develops and maintains effective working relationships with 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. Serves as liaison between the unit, nursing homes, child support agency, ADRC, corporation counsel, state hearing examiners, legal counsel representing consumers and numerous other community groups. Provides programmatic expertise to the public and media.
Operates as the Call Center Coordinator and Administrator for the Bay Lake Consortium. Uses State designated software in the monitoring of agents, business events and workgroups to evaluate effective staff performance, consistent service delivery and optimal customer service. Monitors consortium call center workflow and creates and delegates workload reports to ensure consortium-wide compliance with state-mandated performance standards.
Develops, coordinates, and presents ongoing training and guidance on policy interpretation and application to new and existing staff; trains new Economic Support Specialists by coaching new workers through interviews, providing feedback and direction as well as reviewing case work prior to benefit issuance to ensure payment accuracy and timeliness.
Monitors 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.
Coordinates benefit recovery efforts and activities with other County departments to ensure proper financial credit for the County, by the State, as a result of the collection of outstanding overpayments.
Reviews, interviews and hires applicants.
Supervises, assigns, trains, counsels and evaluates staff and handles personnel issues or concerns.
Conducts performance evaluations annually.
Evaluates and reports information regarding State quality assurance policies and their impact on services and recommends revisions.
NON-ESSENTIAL DUTIES:
Performs related functions as assigned.
MATERIALS AND EQUIPMENT USED:
General office equipment
Computer
Economic Support manuals, handbooks, operations memos and state computer systems.
Bachelor's Degree in Business, Finance, the social/human science field, or related field, plus one to three years of work experience in an administrative or supervisory capacity with previous experience in Economic Support/Income Maintenance desired; or any equivalent combination of education, training and experience which provides the necessary knowledge, skills and abilities. Supervisory experience in social services is preferred.
Licenses and Certifications:
Valid Wisconsin Driver’s License
Comprehensive knowledge of federal, state, and local compliance standards, regulations, rules, appeal systems, and eligibility criteria for economic assistance programs and services.
Considerable knowledge of multiple data systems and tools available to manage data necessary to ensure compliance with state, federal, and county regulations and mandates related to economic support programs including but not limited to CARES (Client Assistance for Re-Employment and Economic Support), CWW (CARES Worker Web),ECF (Electronic Case File), SAVE (Systematic Alien Verification for Entitlements Program System), Forward Health Portal, KIDS (Kids Information Data System), CSAW (Child Care Statewide Administration Web), and AVS (Asset Verification System).
Considerable knowledge of supervisory and administrative principles, practices and procedures.
Considerable knowledge of the problems, circumstances, social values and attitudes of economically and socially disadvantaged consumers in the community.
Considerable knowledge of the role of economic assistance programs and services and the objectives of a public agency in providing these services.
Considerable knowledge of the socio-economic conditions impacting various populations and the community resources available to serve the needs of these populations.
Working knowledge of computers and department program software, internet access, and database, spreadsheet and word processing programs.
Ability to establish and maintain effective working relationships with consortium members, staff, agency supervisors, civic organizations, governmental officials, program participants and the general public.
Ability to communicate clearly and effectively both orally and in writing.
Ability to schedule, plan, monitor, assign, train, prioritize and evaluate the work of others to stimulate staff performance and development.
Considerable knowledge of investigative interviewing techniques and practices.
Considerable knowledge of adult learning and training principles, practices, and techniques.
Working knowledge of budgeting, planning, and analytical methods and techniques.
Working knowledge of confidentiality statutes and requirements, including Health Insurance Portability and Accountability Act (HIPAA) of 1996.
Considerable knowledge of quality improvement principles and practices including teamwork, problem solving and process improvement.
Ability to foster professional standards of client service and collegial interaction through training, direction and example.
Ability to prepare and maintain accurate and complete records and reports.
PHYSICAL DEMANDS:
Lifting 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds.
Intermittent standing, walking and sitting.
Using hand(s)/feet for repetitive single grasping, fine manipulation, pushing and pulling.
Occasional bending, twisting, squatting, climbing, reaching, and grappling.
Communicating orally in a clear manner.
Distinguishing sounds at various frequencies and volumes.
Distinguishing people or objects at varied distances under a variety of light conditions.
This position description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.
