Senior Human Services Caseworker

About the role

The Senior Human Services Caseworker provides training, mentorship, support, and expertise within an economic service program area. Essential duties include developing and delivering training for new and experienced staff, conducting quality assurance reviews, assisting with development of corrective actions, serving as a subject matter expert, researching and resolving NC FAST system issues, compiling and entering data into computer databases, staying current on policy changes, communicating updates, identifying training needs, and recommending process improvements.

Responsibilities

• Develop, coordinate, and deliver program training for new hires and experienced staff to support onboarding, communicate policy and procedural changes, address quality assurance findings and error trends, improve performance, and ensure compliance with federal, state, and county training requirements.
• Conduct quality assurance reviews of case actions completed by new and experienced caseworkers to ensure compliance with federal, state, and county policies, procedures, and departmental standards; identify trends, evaluate program performance, measure training effectiveness and provide timely feedback to employees and supervisors.
• Aid in the development of corrective actions and performance improvement strategies.
• Serve as a subject matter expert for Economic Services programs (FNS, Medicaid, Workfirst, Subsidy Child Care, Energy) by interpreting policy, providing technical guidance to staff and supervisors, resolving complex or problem cases, and troubleshooting eligibility issues within NC FAST.
• Research, analyze, and resolve NC FAST system issues by identifying case errors, creating State Help Desk tickets when necessary, and serving as the agency liaison with the NC FAST State team.
• Complete changes, monitor, analyze, and compile data from various Economic Services reports.
• Develop, maintain, and update policy manuals, standard operating procedures (SOPs), training materials, desk guides, and other program documentation to ensure consistent application of policies and procedures.
• Compile, maintain, and enter data into appropriate computer databases and tracking systems to support quality assurance, training, compliance, and operational reporting.
• Remain current on federal, state, and county policy changes, communicate updates to management and staff using various types of communication, identify training needs, and recommend process improvements to enhance program accuracy and operational efficiency.
• Assist with the processing of Economic Services cases as needed to support operational demands and maintain timely customer service.
• Participate in and support special projects, initiatives, and other assignments that advance departmental priorities and strategic goals.
• Perform work with regular and predictable attendance while consistently meeting the operational and scheduling needs of the department as required by the County and State.

  Requirements

  • High School Diploma or General Equivalency Diploma (GED) and two (2) years of experience working as a caseworker in an economic services program administered at NHC.
  • Education beyond the minimum cannot substitute for required years of experience.
  • Experience working with low income families.
  • Experience working with the following computer programs: NC FAST, Northwoods/Compass, CaseMS Office.
  • Experience working with the following public assistance programs: Food Stamps, Family & Children's Medicaid, Adult Medicaid, Work First Family Assistance (AFDC), Day Care.

  Qualifications

  • Master's Degree or higher in Social Work.
  • Master's Degree or higher in the Human Services field other than Social Work.
  • Master's Degree or higher in an area outside of the Human Services field.
  • Bachelor's Degree in Social Work.
  • Bachelor's Degree in the Human Services field, other than Social Work.
  • Bachelor's Degree in an area outside of the Human Services field.

  Skills

  • Excellent communication skills.
  • Ability to interpret and apply policy.
  • Strong analytical and problem-solving skills.
  • Proficiency with NC FAST and related software.
  • Ability to work independently and manage multiple tasks.
  • Strong attention to detail.

  Benefits

  • Employer paid 401k contributions.
  • Retirement plan through the NC Retirement system.
  • Flex time and telework availability.
  • Paid sick and personal leave + 13 paid holidays per year.
  • Paid parental leave.
  • Paid community services leave to give back to our community.
  • Education leave to obtain a degree within your line of work.
  • Medical, dental, and vision insurance.
  • Professional development trainings & leadership initiatives.
  • Opportunities to make a difference in your community.

  Pay

  The hiring range for this position is $48,678 - $65,715. Salary will be determined based on qualifications, internal equity, budget, and market considerations.

  Schedule

  Hours are 8:00 AM - 5:00 PM Monday through Friday. On a rotating schedule, certain Tuesdays will be a 9:00 AM - 6:00 PM schedule. Must be available to work during emergency situations.