Benefits Program Specialist III in Portsmouth

Posting number: FY2025-01454

Department: Social Services

Job classification: Benefit Programs Specialist III

Posting type: Open

Categories: Social Services

Summary

Under general supervision, is responsible for determining eligibility for public assistance programs and services to include securing and verifying case information. Provides oversight of complex cases, coaching and policy clarification to Benefit I & II Programs Specialist. Is also responsible for administrative duties in multiple benefits programs administered through the Department of Social Services. Reports to the Benefit Programs Supervisor.

Essential Job Functions

• Responsible for reviewing the daily activities of benefit program specialists and administrative support staff, ensuring adherence to established policies, procedures and standards for multiple benefit programs as administered through Social Services, instructing and advising, as appropriate, and resolving problems as non-routine situations arise; reviews individual program cases and assists staff in difficult or complicated cases; interprets policy and advises staff, as necessary; and monitor case actions to insure accuracy and timely.
• Assists in staff development and training, performance management, employee relations, prioritizing and assigning work and related activities.
• Assists with processing applications by collecting and analyzing data from customers and various electronic sources. Establish and maintain electronic files by utilizing documentary evidence to substantiate case determinations. Assist with identifying suspected fraud cases, preparing summaries of facts for fraud and overpayment, representing the agency in hearings and court appeals and taking appropriate action as required; responds to state, federal and internal case review inquires; and reviews and maintains program and policy manuals and prepares reports as needed.
• Represents agency on various committees, work groups, and organizations; attends a variety of meetings and conferences and in service training; receives and responds to inquiries from staff members and the community; provides information to public and employees regarding Social Services' programs, policies and procedures; and performs emergency operations activities to include, but not limited to emergency shelter operations and disaster relief activities as necessary.
• Make service referrals within the department and to other agencies as needed to resolve customer’s concerns.
• Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.

Examples of duties

Knowledge of Job

Has thorough knowledge of local, State and federal laws, ordinances, rules and regulations governing multiple benefit programs. Has thorough knowledge of the policies, procedures, rules and regulations of multiple benefit programs, as administered through the Social Services programs. Has thorough knowledge of social work principles, techniques and practices and their application to multiple benefit casework problems. Has thorough knowledge of the forms, documents and manuals associated with multiple benefit programs. Has thorough knowledge of the policies, procedures, rules and regulations of multiple benefit programs, as administered through the Social Services programs. Has thorough knowledge of social work principles, techniques and practices and their application to multiple benefit casework problems. Has thorough knowledge of the forms, documents and manuals associated with multiple benefit programs. Has considerable knowledge of other programs administered through the Social Services Department, and through community human services agencies or volunteer groups. H other programs administered through the Social Services Department, and through community human services agencies or volunteer groups. Has considerable knowledge of the social and economic factors in the community. Has considerable knowledge of the principles of supervision, organization and administration. Has general knowledge of the principles, methods, and techniques of public administration. Has thorough knowledge of the literature, trends and developments in the field of human service administration and in multiple benefit programs. Is able to plan, direct and coordinate the work of subordinate employees. Is able to use the Virginia Case Management System (VaMCS), SPIDeR, VAMMIS, and other electronic sources. Is able to compile technical information from a variety of sources and prepare clear and concise reports. Is able to exercise considerable initiative and independent judgment in analyzing and applying standards to a variety of situations. Is able to explain rules, regulations and policies of multiple benefit programs in terms understood by applicants and the general public. Is able to exercise considerable tact, courtesy and discretion in contact with program applicants and customers, and the general public. Is able to exercise considerable discretion in handling confidential files. Is able to establish and maintain effective working relationships as necessitated by work assignments.

Quality of Work

Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co-workers and the general public.

Quantity of Work

Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions".

Dependability

Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attendance

Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time- off requests.

Initiative and Enthusiasm

Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment

Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.

Cooperation

Accepts supervisory instruction and direction and strives to meet the goals and objectives of it. Questions such instruction and direction when clarification of results or consequences is justified, i.e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.

Relationships with Others

Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons to maintain good will within the city. Interacts effectively with fellow employees, program customers, Chief of Benefits, Benefit Programs Supervisor Senior, professionals and the public.

Coordination of Work

Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings, deadlines and events.

Safety and Housekeeping

Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.

Planning

Plans, directs and uses information effectively in order to enhance activities and production of the department. Knows and understands the expectations of the city regarding the activities of the division and works to see that these expectations are met. Designs and formulates ways, means and timing to achieve the goals and objectives of the department and the division. Within the constraints of city policy, formulates the appropriate strategy and tactics for achieving division and departmental objectives. Organizes, arranges and allocates manpower, financial and other designated resources in an efficient and effective way so as to achieve the goals and objectives of the division and department.

Organizing

Organizes work and that of subordinate staff well. Ensures that staff members know what results are expected of them and that they are regularly and appropriately informed of all city and department matters affecting them and/or of concern to them.

Staffing

Works with other department officials and management to select and recommend employment of personnel for the division who are qualified both technically and philosophically to meet the needs of the division and the department. Personally directs the development and training of division personnel in order to ensure that they are properly inducted, oriented and trained.

Leading

Provides a work environment, which encourages clear and open communications. Has a clear and comprehensive understanding of the principles of effective leadership and how such principles are to be applied. Provides adequate feedback to staff so that they know whether their performance levels are satisfactory. Commends and rewards employees for outstanding performance yet does not hesitate to take disciplinary action when necessary. Exercises enthusiasm in influencing and guiding others toward the achievement of department goals and objectives.

Controlling

Provides a work environment, which is orderly and controlled. Coordinates, audits, and controls manpower and financial resources efficiently and effectively. Coordinates, audits and controls the utilization of materials and equipment efficiently and effectively. Has a clear and comprehensive understanding of city standards, methods and procedures.

Delegating

Assigns additional duties to staff as necessary and/or appropriate in order to meet division goals, enhance staff abilities, build confidence on the job and assist staff members in personal growth. Has confidence in staff to meet new or additional expectations.

Decision Making

Uses discretion and judgment in developing and implementing courses of action affecting the division. When a particular policy, procedure or strategy does not appear to be achieving the desired result, moves decisively and definitively to develop and implement alternatives.

Creativity

Regularly seeks new and improved methodologies, policies and procedures for enhancing the effectiveness of the division and the department. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.

Human Relations

Strives to develop and maintain good rapport with all staff members. Listens to and considers suggestions and complaints and responds appropriately. Maintains the respect and loyalty of staff.

Policy Implementation

Has a clear and comprehensive understanding of city policies regarding the division, department and city function. Adheres to those policies in the discharge of duties and responsibilities and ensures the same from staff.

Policy Formulation

Keeps abreast of changes in operating philosophies and policies of the city and continually reviews division policies in order to ensure that any changes in city philosophy or practice are appropriately incorporated. Also understands the relationship between operating policies and practices and department morale and performance. Works to see that established policies enhance it.

Qualifications

Education & Experience

Bachelor's degree from an accredited college or university in sociology, human services or a related field, and 3 to 5 years of experience in human services program benefit programs or case management work; and at least one (1) year of supervisor or lead experience; or any equivalent combination of education and experience providing the required knowledge, skills and abilities.

Special Requirements

An acceptable general background check to include a local and state criminal history check and sex offender registry check. Individuals in this position cannot be listed as having a founded child abuse or neglect complaint. A valid driver’s license with an acceptable driving record.

Supplemental information

Physical Requirements

Must be physically able to operate a variety of automated office machines, which include computers, calculators, copiers, facsimile machines, etc. Must be able to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary Work involves sitting most of the time, but may involve walking or standing for extended periods of time.

Data Conception

Requires the ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or objects.

Interpersonal Communications

Requires the ability

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