2907-Eligibility Worker Supervisor

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: Eligibility Worker Supervisor

Job Code: 2907

INTRODUCTION

Under direction, incumbents supervise, assign, review and participate in the work of a unit responsible for the review and determination of initial and continuing client eligibility for a variety of public assistance programs and perform a variety of technical tasks relative to the assigned area of responsibility.

DISTINGUISHING FEATURES

This is a first full line supervisor class which assumes responsibility for and participates in the work of a unit responsible for the review and determination of initial and continuing client eligibility for a variety of public assistance programs. Positions in this classification are responsible for explaining and enforcing well-defined regulations and procedures pertaining to public assistance or related programs. Positions have responsibility for supervising the maintenance of case records and related statistics and submitting reports on the activities of the unit. Positions in this class have regular contacts with clients, their relatives, and representatives of outside agencies and the public. The 2907 Eligibility Worker Supervisor is distinguished from the 2909 Hospital Eligibility Supervisor in that the 2907 class is responsible for supervising the determination of client eligibility and certification for reimbursement for various social service programs, while the 2909 class is responsible for supervising the determination of client eligibility for medical coverage under the terms of various private health care plans and public assistance programs including Medi-Cal and Medicare.

SUPERVISION EXERCISED

The 2907 Eligibility Worker Supervisor is responsible for supervising the staff of a unit engaged in eligibility work activities.

MAJOR, IMPORTANT, AND ESSENTIAL DUTIES

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Plan, prioritize, assign, supervise and review the work of a unit involved in a public assistance program area responsible for providing for the review and determination of initial and continuing client eligibility for a variety of public assistance programs.

2. Participate in the selection of unit staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedures.

3. Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing services; implement policies and procedures.

4. Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations and activities.

5. Answer questions and provide information to the public; investigate complaints and recommend corrective action as necessary to resolve complaints.

6. Review and evaluate staff work in determining financial eligibility for assistance programs; verify eligibility and financial assistance levels according to established policies and procedures; review completed cases with respect to eligibility factors, budget computations, changes in grant and terminations of grant; recommend corrective action when required.

7. Review and interpret administrative letters, memos and manual revisions with staff; investigate and respond to reports of program misuse.

8. Explain eligibility programs, qualification standards, policies and procedures to clients; assist clients in completion of applications, forms and reports when necessary; review and evaluate applications for completeness and accuracy; when necessary prepare client budget to determine eligibility.

9. Apply legal criteria to determine eligibility; provide recommendations regarding financial eligibility for assistance programs; determine eligibility and grant amount according to established policies and procedures; review and determine re-certification.

10. Prepare case records related to client eligibility information and financial assistance received; update case records; submit required reports.

11. Investigate statements and information received from client through the use of telephone or written verifications.

12. Investigate and resolve client problems involving non-receipt of benefits.

13. Compose and prepare correspondence to applicants, references, and State agencies; gather statistical data and prepare reports as required.

14. Coordinate transfers of clients between counties; inform clients of procedures and necessary reports.

15. Refer clients in need of case work services to members of social service staff; may provide limited referrals to resources within the community on matters related to income maintenance; refer client to appropriate agencies according to established procedures.

16. Perform related duties as required.

IMPORTANT AND ESSENTIAL KNOWLEDGES, SKILLS, AND ABILITIES

Knowledge of: Operations, services and activities of the assigned public assistance unit; procedures, methods and techniques of determining initial and continuing eligibility; pertinent Federal, State, and local laws, codes and regulations; services provided by related agencies; interviewing and investigative skills and techniques; office procedures, methods and computer equipment; principles and procedures of record keeping and reporting; principles of human behavior; principles and practices of caseload management; departmental programs, policies, procedures and terminology; legal systems pertaining to assigned program area.

Ability to: Select, supervise, train and evaluate staff; interpret and apply Federal, State, local, and Departmental policies, procedures, laws and regulations; prepare clear and concise reports; audit records to determine accuracy of staff; analyze and interpret information and recommend and implement effective course of action; accurately gather, record and evaluate data necessary for the determination of eligibility for various public assistance programs; interview applicants for public assistance and obtain appropriate information; perform the full scope of the duties assigned to the unit; operate a computer terminal and standard office machines; effectively communicate with and elicit information from clients in difficult situations, often in different languages, or dialects of English; interpret and apply federal, state, and local Equal Employment, Affirmative Action, and Civil Rights laws, procedures, and regulations; communicate clearly and concisely, both orally and in writing; establish and maintain cooperative working relationships with those contacted in the course of work.

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education: None

Experience:

Three (3) years (6,000 hours) of experience in a social service agency or other public or private agency making initial and continuing eligibility determinations for customers applying to receive assistance from social welfare programs or community services, such as unemployment or veterans benefits; social security; financial assistance; eligibility for health, counseling or social services; or public housing.

License and Certification: None

SUPPLEMENTAL INFORMATION

PROMOTIVE LINES

TO: 2917 Program Support Analyst, 2915 Program Specialist Supervisor

FROM: 2905 Human Services Agency Senior Eligibility Worker

ORIGINATION DATE: 1/7/1972

AMENDED DATE: 3/15/1993; 3/27/2015

REASON FOR AMENDMENT To accurately reflect the current tasks, knowledge, skills and abilities defined in the most recent job analysis conducted for this job code.

BUSINESS UNIT(S): COMMN, SFMTA

Standard information

Disaster service work

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Historic and future compensation