Under the general direction of the Administrator of the Division of Family Assistance, the
Director of Support Services is responsible for overseeing the strategic planning, coordination,
and management of the Support Services Unit within the Division of Family Assistance. This
position ensures the effective and compliant operation of key support areas, including claims,
benefits issuance, quality control, and database/systems support. Supervises a multidisciplinary
team and ensures that services are delivered efficiently, accurately, and in alignment with federal
and local regulations.
Incumbent shall be responsible for and participate in the formulation and determination of
policy, programs, and activities within the area of supervision. This position requires a
confidential relationship to a policymaker.Directs the overall operations of Claims Processing, EBT Issuance, Quality Control, and
Systems/Database Support.
Supervises and supports a team that includes an Administrative Assistant, Claims Payment
Reviewer Officers, EBT Supervisors and Technicians, Quality Control Chief, Quality Control
Supervisors and Reviewers, Systems Analyst, and Computer Support Specialist.
Ensures that claims are reviewed, processed, and paid timely and accurately, in accordance with
applicable funding and regulatory guidelines.
Provides oversight of benefit issuance operations to ensure accountability, data integrity, and
security within the Electronic Benefit Transfer (EBT) system.
Implements and monitors quality control measures to ensure compliance with federal
performance standards and audit requirements.
Collaborates with MIS and systems personnel to ensure reliability and functionality of data
systems and applications used across the unit.
Prepares and manages the Support Services operational budget and oversees claims and benefits
disbursements.
Develops and implements policies, procedures, and protocols to guide operations and ensure
compliance with federal, territorial, and departmental mandates.
Analyzes and generates operational and performance reports for internal and external
stakeholders.
Represents the Support Services Unit in staff meetings, audits, inter-agency collaborations, and
other official functions.
Facilitates staff development, cross-training, and performance management across all teams to
support high-quality service delivery.
Performs other related duties as required.Bachelor’s degree from an accredited college or university in Business or Public
Administration, Social Sciences, Information Systems, or a related field and five (5) years
of progressively responsible experience in a supervisory or management role involving
claims, benefits issuance, or program compliance.
OR
Any combination of education, certification, training or experience equivalent to seven (7) years
of progressive experience in social services, including three (3) managing or supervising claims,
benefits issuance, or program compliance, not below an education of an Associate’s degree.
capacity.FACTOR 1- KNOWLEDGE REQUIRED BY THE POSITION
Knowledge of Government of the Virgin Islands (GVI) and departmental policies and
procedures as well as federal rules and regulations relevant to the area of supervision.
Knowledge of claims management, benefit issuance systems, and quality assurance procedures
within a government or institutional setting.
Knowledge of federal and territorial public assistance programs and Electronic Benefit Transfer
(EBT) operations.
Knowledge of data systems.
Skill in computer operations, software applications, and related databases.
Skill in leadership and supervision of a multidisciplinary team.
Skill in organizational, analytical, and communication functions.
Skill in advanced data analytics or change management.
Ability to maintain confidentiality with sensitive information and data.
Ability to oversee technical troubleshooting and systems analysis.
Ability to prepare reports, manage budgets, and conduct performance evaluations.
Ability to work collaboratively with internal divisions, auditors, vendors, and regulatory bodies.
FACTOR 2- SUPERVISORY CONTROLS
Works under the general direction of the Administrator of the Division of Family Assistance.
Operates with considerable independence and is evaluated based on outcomes, regulatory
compliance, and efficiency of unit operations.
FACTOR 3- GUIDELINES
Guidelines include federal and territorial regulations, departmental policies, audit findings, and
industry best practices. Must interpret and implement these guidelines to support effective
program delivery and compliance.
FACTOR 4- COMPLEXITY
Work requires comprehensive oversight of multiple technical and compliance-driven functions
with direct impact on service delivery, data integrity, and regulatory performance.
FACTOR 5- SCOPE AND EFFECT
The purpose of the work is to ensure the efficient and compliant processing of claims and
benefits, the integrity of public assistance systems, and the accuracy of data used for federal
reporting and audits.
FACTOR 6- PERSONAL CONTACTS
Contacts are unit staff, division leadership, GVI representatives, IT teams, auditors, vendors, and
federal partners.
FACTOR 7- PURPOSE OF CONTACTS
Contacts are made to coordinate services, resolve system or compliance issues, implement
policy, manage audits, and ensure proper delivery of benefits and services.
FACTOR 8- PHYSICAL DEMANDS
Work is primarily sedentary with routine use of computers and office technology. Occasional
travel or extended hours may be required.
FACTOR 9- WORK ENVIRONMENT
Work is performed in office setting, with occasional off-site meetings or inspections.
