PROGRAM ELIGIBILITY SUPERVISOR/EXPERT

County: Independence

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. Initial and ongoing training is required and may involve in-state travel (day and/or overnight stays).

Supervisory duties are assigned based on the hiring agency’s operational needs. Non-supervisory roles serve as senior technical experts.

Responsibilities

• Customer Service
  • Focus on helping and serving others, exceeding customer expectations, and improving products/services to meet customer needs.
  • Interpret policies and laws to resolve issues, coordinating with Program Eligibility Analysts and the policy unit.
  • Coordinate and integrate delivery of quality human services in accordance with DHS Policy 1056.
  • Develop and implement office procedures to enhance service delivery locally and statewide.
  • Receive, investigate, and resolve complaints and inquiries from clients, central office, or legislative sources.
  • Improve public access to DHS services and information.
  • Respond to requests for information from public officials professionally and timely.
• Communication
  • Develop and implement written training plans for direct reports and subordinate supervisors.
  • Coach employees effectively, fostering a communication-friendly environment.
  • Initiate and respond to verbal and written correspondence and inquiries appropriately and timely.
  • Resolve workplace conflicts by providing guidance and support.
  • Provide employees with regular constructive feedback about performance.
• Accountability
  • Demonstrate responsibility for decisions and follow direction from upper management.
  • Understand and align with agency objectives.
  • Administer and comply with all DHS policies and procedures.
  • Confront non-performance and monitor compliance with performance standards.
  • Approve time/leave and monitor approved overtime.
  • Maintain a 95% timeliness and accuracy rate for SNAP, Health Care, and TEA case actions.
• Professionalism
  • Collaborate with co-workers to further the agency’s mission.
  • Foster professionalism, cooperation, and teamwork within staff and across work units.
  • Assist with projects to meet established goals.
  • Develop and support professional standards.
  • Act as a Certifying Authority (CA) upon request, completing reports timely.
  • Support colleagues statewide willingly.
  • Respond to discrimination complaints with all facts and maintain confidentiality.
  • Cooperate with Administrative Reviews and certify required trainings within mandated time frames.
  • Review and certify all required DHS policies.
  • Ensure staff compliance with ethical standards, privacy, confidentiality, and security policies.
• Work Product
  • Monitor program accessibility and delivery for SNAP, Health Care, and TEA.
  • Analyze daily reports and provide workers with priority cases to meet goals.
  • Develop and implement strategies or corrective actions to ensure performance goals are met.
  • Resolve procedural problems and provide policy/procedure interpretation.
  • Ensure monthly performance reviews and annual personnel evaluations are completed timely and accurately.
  • Review assignments and performance of subordinate staff.
  • Maintain a 95% timeliness and accuracy rate for:
    • SNAP cases, expedited SNAP applications, and changes.
    • Initial and secondary applications, renewals, and recertifications.
    • TEA applications and combo SNAP/Medicaid/TEA cases.
• Supervisory Duties (if assigned)
  • Supervise, train, and support a team of eligibility specialists, caseworkers, or analysts.
  • Ensure compliance with state and federal regulations, policies, and procedures.
  • Develop and implement strategies to improve team efficiency, accuracy, and productivity.
  • Oversee review and processing of program applications and eligibility determinations.
  • Monitor case documentation, reporting, and record-keeping for accuracy and compliance.
  • Conduct quality assurance reviews and audits to identify and correct errors.
  • Address complex eligibility issues and escalate cases as needed.
  • Resolve customer complaints and inquiries professionally and timely.
  • Analyze trends in program applications, eligibility approvals, and error rates.
  • Prepare reports on program performance, caseload statistics, and compliance findings.

Requirements

• Ability to multi-task, problem-solve, and prioritize.
• Must be able to escort clients to and from the lobby multiple times a day.
• Ability to sit, type, and talk on the phone for long periods.
• Some standing required for scanning and copying at a multi-functional device.
• Sufficient interpersonal skills to maintain positive relationships with clients and coworkers.

Qualifications

• 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.
• Preferred: Bachelor’s degree (or equivalent) 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.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills for interacting with staff, applicants, and agency officials.
• Ability to prioritize tasks, meet deadlines, and manage caseloads effectively.

Pay

Salary Range: $57,351 - $84,879

Benefits

• Pension plan.
• Maternity leave.
• Paid state holidays.
• Additional perks and support for employees.