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Eligibility Supervisor

Salary: $19.36-$23.63 hourly / $3,367-$4,111 monthly / Range: 5274

DEFINITION: Under general direction, supervises the operations of a unit and activities of staff engaged in public assistance determination or administrative support, or acts as a staff trainer; and performs related duties as required.

DISTINGUISHING CHARACTERISTICS: This class is a first-line supervisory class. Incumbents report to a Division Chief and are responsible for the day-to-day activities of a unit comprised primarily of Eligibility Workers and support staff.


1. Supervises and evaluates the work of eligibility workers and clerical staff engaged in determining initial and continuing eligibility of clients for public assistance, quality assurance and control, fair hearings and other administrative appeals, income eligibility verification review and processing, collection of overpayments and overissuances, and training; coordinates activities to ensure timely completion of tasks and projects; interviews job applicants and participates in selection of staff; provides training and staff development; ensures that staff maintains an appropriate work flow to meet department standards; develops and implements unit work goals and monitors progress toward these goals; conducts group and individual employee conferences to discuss or interpret departmental rules, regulations, policies and procedures, and performance problems; identifies and resolves operational problems; receives and resolves employee complaints and makes recommendations to superiors on difficult and complex personnel matters.
2. Supervises and participates in quality control; reviews case documentation for completeness and accuracy; determines and takes necessary action to correct errors; may coordinate fair hearings and other administrative appeals process; reviews material outlining the County's position regarding complaints and requests for appeals.
3. Ensures compliance with applicable rules, regulations, policies, and procedures governing eligibility grant determination, appeals, quality control, and other matters related to line operation of public assistance programs; provides direction and guidance in the appropriate application of policies and procedures to complex or unusual case circumstances; provides guidance in the use of various automated systems and related tools to meet processing and reporting requirements; receives and responds to inquiries from the general public and other agencies; resolves a variety of complaints from the general public, including recipients and applicants.
4. May be assigned additional supervisory, training, and/or routine administrative responsibilities, including assisting other unit supervisors in interviewing candidates for employment and making hiring recommendations to management, and training new supervisors and support staff; may serve as a member of the department's management team; prepares narrative and statistical reports; represents the department at various committee meetings or conferences.

EMPLOYMENT STANDARDS: Three years of experience as an Eligibility Worker in a public social service (welfare) agency, AND one year of lead or supervisory experience or training in any field.

A bachelor's degree in social work, public administration, management, or related field, may substitute for one year of the required eligibility experience. Supervisory course work and/or training may substitute for the some of the lead/supervisory experience.

If the one year of lead or supervisory experience or training was obtained as part of the three years of eligibility worker experience, no additional experience is required.

Additional Requirements: Possession of a valid California Class C Driver's License. Independent travel is required. Incumbents may be required to perform civil defense duties. Selectees for employment must, as a condition of employment, sign statements agreeing to comply with section 11166 of the California Penal Code relating to child abuse reporting and Section 15630 of the California Penal Code relating to elder abuse reporting.

Knowledge of: the policies, rules, and regulations governing public assistance eligibility and grant determination; fair hearing and/or administrative appeal processes; elements of supervision and training; elements of welfare fraud and detection techniques; public assistance and social service programs; case review practices and techniques; record maintenance and case management practices; caseload management techniques; report writing practices; automated systems; conflict resolution techniques; performance evaluation and discipline processes.

Ability to: plan, organize, prioritize, and delegate work; evaluate the performance of staff; develop, implement, and conduct training programs; identify training needs of staff; identify individual strengths and weaknesses; establish and maintain effective communication and working relationships with others; secure cooperation and teamwork among staff; maintain a productive and effective work flow; read, understand, and explain complex rules, regulations, and procedures; research regulations, procedures, and/or technical reference materials; collect and analyze data, draw logical conclusions, make appropriate recommendations; make decisions and independent judgments; understand program objectives in relation to departmental mission and goals; deal firmly and fairly with clients of various ethnic and socio-economic backgrounds; communicate effectively verbally and in writing; maintain accurate records and document actions taken; make routine arithmetical calculations; maintain confidentiality of information; recognize and respect limit of authority and responsibility.


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