Human Services Programs Supervisor

Overview

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. Thesmall city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery.

The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play. We invite all qualified candidates to learn more and apply for our Human Services Benefits Programs Supervisor position.

General Statement of Duties:

A Supervisor, Human Services Benefit Programs in the Center for Economic Support (CES) Customer Relations Division is responsible for supervising public benefit programs, service delivery for calls and in-person customer service operations, Alex 311 for DCHS, oversees administrative work for department mail and scanning program documents. The incumbent is a member of the CES Supervisory Team, and Benefit Programs and Customer Relations Leadership teams.

The HS Benefit Programs Supervisor assigns, reviews, and coordinates the work of staff responsible for the provision of public benefits assistance through supervision of staff, program planning, administration, and evaluation; ensures work quality and adherence to established policies and procedures; and is responsible for the training and development of staff competencies in the determination and redetermination of the eligibility of individuals and families for financial and medical assistance, participation in SNAP and food distribution programs;

and information and referral to programs and community resources. The incumbent is responsible to assist in improving the efficiency and effectiveness of department operations and has responsibility for special projects and on-going tasks related to such management functions as short and long-range planning, program evaluation, program development, performance measurement, management and organizational analysis, and management systems design and implementation. The scope and complexity of the duties in this class and the responsibilities assigned requires responsible exercise of expertise knowledge, significant independent judgment, leadership, and innovative approaches to carry out the responsibilities of this position and ensure the accuracy of case processing and compliance with state guidelines.

Work is performed under the administrative supervision of the customer relations division Manager, Human Services Benefits Program. The Benefit Programs Supervisor is distinguished from the Benefit Programs Manager by the latter’s responsibilities for supervising Supervisors and managing program performance.

Examples of Duties:

• Responsible for the effective supervision of assigned staff including selection, performance management, Responsible for the effective supervision of assigned staff including selection, performance management, employee relations, training, prioritizing, and assigning work and related activities.
• Prepare and conduct monthly and individual meetings with staff and team.
• Provide consultative services in complex situations with staff and customers.
• Apply customer service skills, including the identification of customer needs and follow up, to ensure customer commitments have been met.
• Effectively listen, mediate, and resolve complaints.
• Analyze situations accurately and adopt a useful course of action.
• Serve as the Department Liaison for the Alex
  311 Customer Relationship Management system and consults with directors, supervisors, and direct service staff on all related matters.
• Assist in developing, monitoring, and maintaining the Alex
  311 knowledge base information and participates in data analysis to determine current trends and future needs…