Maintenance Caseworker III

Overview

The primary purpose of this position is to assist the Unit Supervisor with the administration of all Income Maintenance Program(s) and to ensure all needy and eligible people receive the correct benefits in a timely manner, including carrying vacant caseloads and assisting whenever the unit is in need.

This position partners with other supervisors and Lead workers to work collaboratively and cooperatively on program administration, system functionality problems, orientation/training and cross-training, ongoing staff development, and consultations for unit/agency staff. Serves as direct backup for IM Supervisor of the assigned unit. IM Lead worker may provide outreach to citizens, civic groups, and support organizations.

IM Lead worker assists in managing the unit to ensure department compliance with federal and state regulations by reviewing and disseminating policy updates to staff. Problem solves and facilitates staffing with line staff around client-related issues. Analyzes impact of policy on clients and staff and develops plans for implementing change. Assists in training along with the QC/QI Training Staff.

To perform this job successfully, an individual must be able to complete the essential functions of the position with or without reasonable accommodations. Reasonable accommodations may be requested by contacting Pender County Human Resources.

• Responsibilities and duties which include planning, organization, directing, monitoring unit performance, staff development, and customer service.
• Assists the unit Supervisor in identification of strengths and weaknesses and training.
• Assists the unit supervisor in evaluating performance levels and establishing goals for the unit and individual staff members, assuring that benefits are issued accurately.
• Assists the unit supervisor on continuously assessing workload requirements as determined by an understanding of program policies and anticipated changes.
• Assists the unit Supervisor in assessing how the workload is impacting quality and timeliness of work completed by staff.
• Provides guidance, direction and training to employees within their unit and agency.
• Assists the unit supervisor in making decisions regarding requests for assuring adequate staff to maintain necessary workflow.
• Assists the unit supervisor maintaining case records and compliance with programs mandates through periodic review and assessment.
• Assists the supervisor in evaluating statistical information to determine benefits are being delivered within specific time frames.
• Assists in establishing unit goals and continuously encourage the achievement of goals.
• Assist the IM Supervisor in conducting monthly meetings as a unit and individually to evaluate training needs and problems and to provide updates on policy and other issues.
• Assists the supervisor in addressing work performance in a fair and honest manner.
• Coaches staff in customer service expectations, ensuring they have the skills to meet these expectations with both internal and external customers.
• Acts as a mediator between clients and staff.
• Exhibits excellent customer service skills and problem resolution skills when interviewing clients.
• Assures that clients are treated with dignity and respect in all areas.
• Other duties as assigned.

IM Lead worker must possess considerable knowledge of all the programs. General knowledge of all agency and community programs and services which could affect the client/applicant is also needed. IM Lead worker must have the ability to read, analyze and interpret rules, regulations and procedures. IM Lead worker must have the ability to communicate with clients/applicants, the public at large and public officials to obtain data, and to explain and interpret rules, regulations, and procedures.

The IM Supervisor II must demonstrate interest in understanding the needs, problems and attitudes of disadvantaged people and staff. IM Supervisor II must have the ability to train employees in new and existing policies, regulations, and implementation of corrective action.

A bachelor’s or associate degree with one year of experience in an income maintenance program with…