Benefit Programs Supervisor

Title Description- This is the supervisory level in the occupational group. Employees supervise Specialists who determine eligibility for government assistance programs and a variety of other staff. Employees train, lead, and develop staff and monitor case management services. The Benefit Programs Supervisor is distinguished from the Benefit Programs Manager by the latter’s responsibilities for supervising Supervisors and managing program performance. Primary Responsibilities

• Supervise, mentor, and evaluate Benefit Program Specialists who determine eligibility for SNAP, Medicaid, TANF, Energy Assistance, Child Care and related programs.
• Assign and balance caseloads to ensure timely processing and compliance with program requirements.
• Provide technical expertise and policy interpretation for complex or sensitive cases.
• Conduct quality assurance reviews and implement corrective actions to maintain program accuracy and integrity.
• Lead staff training, onboarding, and ongoing professional development initiatives.
• Prepare required reports, maintain program documentation, and monitor performance metrics.
• Collaborate with internal departments, community partners, and state agencies to support coordinated service delivery.
• Address escalated client concerns and ensure a high standard of customer service.
• Participate in agency planning, process improvement efforts, and policy updates.

Minimum Qualifications

• Working knowledge of federal and state policies governing public assistance programs (SNAP, Medicaid, TANF, etc.).
• Experience interpreting and applying complex regulations.
• Demonstrated ability to supervise, coach, and evaluate staff.
• Strong analytical, organizational, and decision‑making skills.
• Effective communication and conflict‑resolution abilities.
• Proficiency with automated eligibility systems such as VACMS and standard office software.

Preferred Qualifications

• Prior supervisory experience in a human services or eligibility‑determination environment.
• Experience conducting quality assurance or compliance reviews.

Knowledge- Considerable knowledge of: current social, economic and health issues and trends; principles and practices of effective supervision; public assistance programs, policies and regulations; the literature in the field of eligibility determination; casework supervision principles and practices; and effective interviewing techniques. Working knowledge of computer systems and standard office software to include the state Department of Social Services human services systems. 

Skills- Skill in operating a personal computer and the associated office and agency software. 

Abilities- Demonstrated ability to: work effectively with others; work independently supervising and training others to deal effectively with the public; plan and manage work effectively; communicate effectively both orally and in writing; interpret laws, policies, and regulations and to make decisions based thereon; plan and supervise work activities, including service delivery, training, recordkeeping duties and organizational operations; develop and maintain good working relations with internal and external customers; and evaluate financial assistance programs. 

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.