Income Maintenance Caseworker III - Energy/Reception Lead worker

Salary: $48,447.96 Annually

Location: Health & Human Services, NC
Job Type: Full-time

Description

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.

All DSS positions are subject to reallocation contingent upon funding, agency needs and client population and are subject to perform work during emergency or disaster situations as required and may be required to staff shelter overnight.

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.

Requirements

• 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.
• Prior experience with Microsoft Windows suites of products.
• Possession of a valid NC driver's license.

Skills & Abilities

• Accountability - Ability to accept responsibility and account for 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.

Physical Demands

Activity Frequency Stand Frequently (33% - 66% of the time) Walk Occasionally (up to 33% of the time) Sit Frequently (33% - 66% of the time) Manually Manipulate Frequently (33% - 66% of the time) Reach Outward Occasionally (up to 33% of the time) Reach Above Shoulder Occasionally (up to 33% of the time) Climb Not Applicable Crawl Not Applicable Squat or Kneel Occasionally (up to 33% of the time) Bend Occasionally (up to 33% of the time) Talk/Hear Constantly (more than 66% of the time) Lift/Carry 10 lbs. or less Occasionally (up to 33% of the time) Lift/Carry 11-20 lbs. Occasionally (up to 33% of the time) Lift/Carry 21-50 lbs. Occasionally (up to 33% of the time) Lift/Carry 51-100 lbs. Not Applicable Lift/Carry Over 100 lbs. Not Applicable Push/Pull 12 lbs. or less Occasionally (up to 33% of the time) Push/Pull 13-25 lbs. Occasionally (up to 33% of the time) Push/Pull 26-40 lbs. Occasionally (up to 33% of the time) Push/Pull 41-100 lbs. Occasionally (up to 33% of the time) See Constantly (more than 66% of the time) Taste/Smell Not Applicable

Other Physical Requirements: Vision (Near, Distance, Peripheral)

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

Benefits

• 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 full-time employees at no cost. The plan, if elected, would be effective the first of the month following 30 days of full-time employment.
• Vision Insurance - A voluntary vision program (Superior Vision) is available to full-time 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 full-time employment. Coverage must be elected within your first 30 days of full-time employment or upon a qualifying event.
• Voluntary Benefits - Alamance County Government provides a variety of voluntary health related benefits (Voya) to allow employees to purchase protection from what life may bring. A sampling of voluntary benefits includes Flexible Spending Accounts with dependent care opportunities, Health Saving Account with an employer contribution, Short Term Disability, Long Term Disability, Cancer Protection Plan, Group Critical Care Insurance and more.
• Life Insurance - Basic term life insurance is the amount of one times the annual salary (no greater than $70,000) is provided for all full-time employees. Additional coverage is available for purchase through payroll deductions for employee and eligible dependents.
• Retirement Benefits - Membership in the NC Local Government Employees Retirement System (NCLGERS) is a requirement for all full-time and regular part-time employees (working more than 1,000 hours annually). Employees contribute six percent (6%) of their annual compensation before it is taxed.
• Time Off Accruals
  • Vacation