INCOME MAINTENANCE CASEWORKER III - Energy/Reception Lead worker

About the role

Within this position employees are responsible for providing quality assurance, technical expertise and training across Economic Services, specifically to the Energy and Reception division. Thorough knowledge of Economic Services and Income Maintenance Programs are required and employee will be actively working with cases within the NC Fast system acting as a liaison between the agency and the NC Fast Help Desk.

Responsibilities

• Evaluate case records, benefit calculations, and all communication with customers to ensure proper procedures are followed in the delivery of benefits and compliance with policy standards.
• Plan, develop, and conduct training curricula tailored to trends identified through quality assurance reviews and troubleshooting within the NC FAST system.
• Maintain up-to-date awareness of policy changes, regulatory updates, and procedural guidance across all public assistance programs administered by Economic Services.
• Provide over-the-shoulder support to staff by assisting customers and coworkers with troubleshooting complex or problem cases in the NC FAST system.
• Advise and guide staff on policies, regulations, and eligibility criteria for income maintenance programs, ensuring consistent and accurate interpretation of rules.
• Serve as a lead worker, providing technical assistance, second-party reviews, and coaching to lower-level caseworkers to promote quality and timeliness in service delivery.

Qualifications

• Bachelor’s degree from an accredited four-year college or university OR Associate degree from an accredited program in Human Services Technology, Social Services, Business Administration, or a closely related field OR
• High school diploma or equivalent with relevant paraprofessional, clerical, or public-facing experience.
• Qualifying experience includes interviewing, negotiating, explaining program information, customer service, data collection, data entry, data analysis, and performing mathematical or basic legal tasks.
• An equivalent combination of education, training, and experience may be considered.
• Two (2) years of experience as an Income Maintenance Caseworker is required in addition to the qualifications listed above.

Skills & Abilities

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Advocacy - Taking action to represent and advance interests of others by presenting facts and details.
• Analytical Thinking - Ability to give thought and consideration to data for a logical judgment to be made.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Concentration - Ability to concentrate on tasks through many distractions.
• Conflict Management - Ability to be objective and empathic while maintaining self-composure and control of the conversation ensuring proper handling of all comments.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Investigative - Ability to inquire intensively into and seeking to expose a malpractice or controversial issue.
• Judgment – Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
• Leadership – Ability to mobilize people, create vision and strategy and uphold integrity in assigned work.
• Multi-tasker – Ability to multi-task in a fast-paced environment.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Safety-Minded – Creating a safe work environment; managing risks; reducing exposure liabilities.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

Pay

Health Insurance - Full-time employees are eligible for medical/health (Cigna Insurance) benefits upon the 1st of the month following 30 days of employment. Alamance County Government currently offers three plans of medical/pharmacy benefit options including 2 Standard PPO plans and a High-Deductible Health Plan with HSA. Dental Benefit - Alamance County offers one dental insurance (Delta Dental) plan for FT employees at no cost. The plan, if elected, would be effective the first of the month following 30 days of FT employment. Vision Insurance - A voluntary vision program (Superior Vision) is available to FT employees. The current PPO style plan allows employees to seek treatment and hardware from any vision care provider of their choice. The plan, if elected, would be effective the first of the month following 30 days of FT employment. Coverage must be elected within your first 30 days of FT employment or upon a qualifying event.

Schedule

Standard office setting. Employees are frequently subject to working with agitated clients, heavy workloads and compressed time frames.