Benefit Programs Supervisor (Internal Candidates)

Class Title: Benefit Programs Supervisor

The City of Suffolk is seeking a qualified internal candidate to serve as Benefit Programs Supervisor. This position provides leadership and oversight of benefit program operations, staff, and service delivery while ensuring compliance with applicable policies, regulations, and program requirements.

This recruitment is open exclusively to current City of Suffolk employees. Employees interested in advancing their careers and taking on a leadership role are encouraged to review the posting and apply.

DEFINITION

Under limited supervision, performs complex analytical, administrative, technical, and supervisory work in support of multiple public assistance, energy assistance, tax relief, and administrative support programs administered by the City Social Services Department. The position provides direct oversight of assigned benefit program operations, Low Income Home Energy Assistance Program (LIHEAP) activities, Tax Relief functions, and Clerical Support staff and operations. Work includes supervising staff; interpreting and implementing federal, State, and local laws, regulations, policies, and procedures; resolving complex and non-routine issues; monitoring workload, quality, timeliness, and program compliance; evaluating program effectiveness; and recommending operational improvements. The position coordinates activities across program and support areas to promote efficient service delivery and maintain continuity of departmental operations. Maintains appropriate case approval authority and performs other related work as required.

JOB SUMMARY

This position coordinates, advises, and oversees the activities of staff responsible for assigned benefit programs, LIHEAP programs, Tax Relief programs, and Clerical Support operations. The position provides leadership and technical guidance to ensure that program and administrative activities are performed accurately, timely, efficiently, and in accordance with applicable federal, State, and local requirements. Responsibilities include staff supervision and development, policy interpretation, complex case consultation, quality assurance, workload and resource management, program evaluation, records and document management, reporting, and coordination with internal and external stakeholders. The position evaluates the effectiveness of assigned programs and support functions and recommends changes to improve compliance, customer service, operational efficiency, and service delivery.

ESSENTIAL JOB FUNCTIONS

• Supervises and oversees the daily activities of assigned staff responsible for benefit program operations, LIHEAP programs, Tax Relief programs, and Clerical Support functions; ensures adherence to established policies, procedures, standards, and applicable federal, State, and local requirements.

• Plans, assigns, prioritizes, reviews, and evaluates the work of subordinate staff; establishes performance expectations and standards; addresses employee concerns and performance issues; participates in employee selection; conducts performance evaluations; recommends promotions, salary actions, corrective or disciplinary action, and other personnel actions in accordance with City policy.

• Provides technical assistance, policy interpretation, and guidance to staff regarding assigned benefit, LIHEAP, Tax Relief, and related program requirements; assists with difficult, complex, unusual, or non-routine cases and operational issues.

• Maintains appropriate case approval authority and reviews cases, applications, determinations, transactions, and related work products as assigned to ensure accuracy, timeliness, and compliance with applicable policy and procedure.

• Monitors individual, team, and program reports to evaluate workload, timeliness, accuracy, quality, productivity, and staffing needs; adjusts assignments and resources as appropriate to meet operational demands and program deadlines.

• Oversees LIHEAP operations, including staff activities, application processing, program timeliness, quality, policy compliance, workload management, reporting, and implementation of new or revised State requirements.

• Oversees Tax Relief program operations, including staff activities, application processing, program compliance, quality control, timeliness, customer service, records, reporting, and coordination with applicable City departments and stakeholders.

• Supervises Clerical Support staff and operations, including application receipt and screening, routing and assignment of applications, inbox management, document scanning and indexing, records and file management, mail processing, forms and supplies, and other administrative support activities necessary for effective departmental operations.

• Ensures the accuracy and timeliness of application screening, assignment, document processing, scanning, and records maintenance in accordance with applicable program requirements and departmental procedures.

• Oversees administrative records and support processes, including closed files, personnel-related documentation, time and attendance records, leave documentation, required employee tracking systems, departmental forms and supplies, and other assigned operational records.

• Coordinates outgoing and incoming mail functions and other assigned departmental support services; establishes and maintains procedures that promote timely, secure, and efficient processing.

• Develops, implements, and monitors standards for quality customer service and effective communication across assigned program and support areas.

• Conducts routine staff and team meetings to communicate policy updates, operational expectations, performance goals, customer service standards, and other matters affecting the work environment.

• Evaluates staff performance and identifies training needs; develops or coordinates training related to benefit programs, LIHEAP, Tax Relief, clerical operations, customer service, systems, policies, procedures, and regulatory changes.

• Creates, evaluates, and maintains forms, reports, statistical documents, procedures, and related informational materials for use within and outside the department.

• Prepares and submits required federal, State, local, and departmental reports; maintains statistical and operational records and ensures required documentation is accurate and timely.

• Evaluates the effectiveness of assigned programs and services; conducts special studies and reviews; identifies trends, deficiencies, risks, and opportunities for improvement; and recommends changes to policies, procedures, staffing, workflow, and service delivery.

• Monitors changes in federal, State, and local laws, regulations, policies, procedures, and systems affecting assigned responsibilities; implements changes and ensures staff receive appropriate guidance and training.

• Interacts with customers on complex or difficult matters and assists in resolving unusual situations, complaints, and service concerns.

• Coordinates with departmental leadership, City departments, VDSS, professional organizations, community partners, and other governmental agencies to share information, resolve operational issues, and coordinate services.

• Represents the department or assigned program areas on committees, work groups, regional meetings, professional organizations, and community or civic groups, as assigned.

• Maintains current knowledge of developments affecting public assistance, energy assistance, tax relief, administrative operations, records management, and supervisory practices.

• Maintains responsibility for assigned departmental operational functions and resources, which may include fleet coordination, facility or maintenance follow-up, security-related responsibilities, emergency preparedness, and other administrative support activities.

• Performs special projects and other related duties as required.

• Employee must be willing to perform disaster-related assignments, including emergency shelter duty, in the event of a natural disaster or other emergency.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of federal, State, and local laws, regulations, policies, procedures, and standards applicable to assigned public assistance, energy assistance, tax relief, and administrative support functions.

• Knowledge of the policies, procedures, organization, and operations of the City Social Services Department and the interrelationship of departmental functions with other City, State, and governmental agencies.

• Knowledge of VDSS benefit and energy assistance programs, including the ability to interpret and apply complex policy and procedural requirements.

• Knowledge of Tax Relief program operations and applicable City and State requirements.

• Knowledge of records management, document processing, scanning, application routing, mail handling, and other administrative and clerical support operations.

• Knowledge of principles and practices of supervision, employee development, performance management, workforce planning, and effective team leadership.

• Ability to plan, organize, prioritize, coordinate, and monitor multiple programs, staff functions, projects, deadlines, and competing operational demands.

• Ability to analyze reports, records, workload data, quality findings, and other information; identify problems and trends; evaluate alternatives; and make sound recommendations.

• Ability to exercise independent judgment, discretion, decisiveness, and creativity in resolving complex or non-routine situations.

• Ability to interpret and communicate complex policies, regulations, procedures, and technical information clearly and accurately.

• Ability to provide effective technical guidance, training, coaching, and consultation to staff.

• Ability to establish and maintain effective working relationships with employees, supervisors, customers, public officials, community organizations, professional groups, and members of the general public.

• Ability to communicate effectively, including in difficult or confrontational situations, and to make presentations with poise and confidence.

• Ability to prepare clear, concise, and accurate reports, correspondence, statistical documents, policies, procedures, and other written materials.

• Ability to evaluate employee performance and make appropriate recommendations regarding staffing, training, work assignments, corrective action, and other personnel matters.

• Skill in using computers, automated eligibility and recordkeeping systems, office productivity software, spreadsheets, databases, and other technology typically used in the position.

• Ability to maintain confidentiality and exercise appropriate judgment when handling client, employee, personnel, and other sensitive information.

• Ability to work effectively with limited direct supervision and adapt to changing priorities, regulatory requirements, emergencies, and tight deadlines.

Education and Experience- 

Bachelor’s degree in the human services field and human services program experience in a lead or supervisory capacity OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.