PROGRAM ELIGIBILITY SUPERVISOR/EXPERT

Location: Batesville, AR 72501 • Independence County • Anticipated starting salary: $57,351.01

About the Role

The Program Eligibility Supervisor/Expert oversees daily operations of program eligibility staff, ensuring accurate and efficient eligibility determinations for state-administered assistance programs. This position provides leadership, guidance, and support to a team responsible for processing applications, reviewing eligibility cases, and delivering high-quality customer service to Arkansas residents. Supervisory duties are assigned based on the hiring agency's operational needs; non-supervisory roles serve as senior technical experts.

Responsibilities

Customer Service

• Interprets policies and laws in the absence of precedents to resolve issues and enhance service delivery; coordinates with available resources to interpret policy and laws, working closely with Program Eligibility Analysts and the policy unit.
• Coordinates and integrates the delivery of quality human services through departmental personnel in accordance with DHS Policy 1056.
• Develops and implements office procedures to enhance the delivery of DHS services in the local community and statewide.
• Receives, investigates, and resolves complaints and inquiries timely from clients across the state, central office, or legislative inquiries.
• Develops and implements methods to improve public access to DHS services and information.
• Responds to requests for information from public officials timely and professionally.

Communication

• Develops and implements written training plans for direct reports and subordinate supervisors while fostering a learning environment.
• Coaches employees effectively, fostering a communication-friendly environment.
• Initiates and responds to verbal and written correspondence and inquiries appropriately and timely.
• Resolves conflict in the workplace by providing guidance and support.
• Provides employees with constructive feedback about performance in the workplace regularly.

Accountability

• Follows direction of upper management and disseminates information to staff with a positive attitude.
• Demonstrates an understanding of agency objectives.
• Administers and complies with all DHS policies and procedures.
• Confronts non-performance.
• Approves time/leave and monitors the use of approved overtime.
• Administers and monitors compliance of maintaining a 95% timeliness rate and 95% accuracy rate for all SNAP, Health Care, and TEA related case actions.

Professionalism

• Fosters professionalism, cooperation, and teamwork within the staff and with other work units.
• Assists with projects to enable area/state to meet established goals.
• Develops and supports professional standards.
• Acts as CA upon request, completing all necessary reports in a timely manner.
• Supports all colleagues around the state willingly.
• Responds to discrimination complaints with all facts and does not withhold information.
• Cooperates with Administrative Reviews and maintains confidentiality of the information provided/received in the review.
• Certifies all required trainings within mandated time frames.
• Reviews and certifies review of all required DHS policies.
• Complies with all DHS policies and procedures including administrative and program policies and procedures.
• Ensures staff compliance with ethical standards, privacy policies, confidentiality policies, security policies, and all other policies protecting sensitive information.

Work Product

• Monitors program accessibility and delivery in SNAP, Health Care, and TEA.
• Monitors daily reports for SNAP, Health Care, and TEA, providing workers a list of priority cases needing to be addressed to ensure goals are met.
• Develops and implements strategies and/or corrective actions to ensure performance goals are met.
• Resolves procedural problems.
• Ensures monthly performance reviews and annual personnel evaluations are completed timely and accurately for staff in chain of command.
• Reviews assignments and performance of subordinate staff.
• Provides policy/procedure interpretation.
• Administers and monitors compliance for the following with a 95% timeliness and accuracy rate:
  • SNAP cases
  • Expedited SNAP applications
  • Changes
  • Initial and secondary applications
  • Renewals and recertifications
  • TEA applications
  • Combo SNAP/Medicaid/TEA cases

Requirements

• At least three years of experience in eligibility determination, case management, social service administration, or a related field, including one year in a leadership capacity.
• Initial and ongoing training is required and may require in-state travel (day and/or overnight stays).
• Ability to multi-task, problem solve, and prioritize.
• Must be able to escort clients to and from the lobby multiple times a day.
• Must be able to sit, type, and talk on the phone for long periods of time.
• Requires some standing at the multi-functional device for scanning and copying.
• Sufficient interpersonal skills to ensure a positive relationship with clients and coworkers.

Preferred Qualifications

• The formal education equivalent of a bachelor’s degree in psychology, sociology, social work, business, public administration, or a related field, plus three years of experience in social or community service work, including two years in a supervisory or leadership capacity.

Skills

• Strong understanding of eligibility determination processes, regulations, and case management.
• Ability to analyze complex cases, apply policies, and make informed decisions.
• Proficiency in data entry, reporting systems, and case management software.
• Skilled in analyzing issues, identifying solutions, and making sound judgments.
• Excellent verbal and written communication skills for interacting with staff, applicants, and agency officials.
• Ability to prioritize multiple tasks, meet deadlines, and manage caseloads effectively.

Pay

Salary range: $57,351 – $84,879 • Pay grade: SGS07

Benefits

• Pension
• Maternity leave
• Paid state holidays