Income Maintenance Caseworker III - Lead Worker

This position is responsible for the training of other caseworkers in the Income Maintenance unit for the public assistance program in which they will be working in. This position provides training for new and existing staff as related to implementation and ongoing use of the NC FAST computer system in which the majority of Income Maintenance Programs will be located. This position is also required to second party review records to ensure that work in the public assistance programs is performed accurately. This position is required to second party review the volume set forth by the state of North Carolina. This position could be subject to review a higher volume than this depending on issues that arise or due to directives received from management or the State of North Carolina. Based upon the findings of these reviews, recommendations will be made to the worker's Supervisor as well as the Income Maintenance Administrator. This position is crucial in the administration and provision of public assistance programs to those in Craven County.

Eligibility, Training and Quality Assurance

• Interprets and applies county, state, and federal regulations, policies, and procedures to ensure accurate eligibility determinations and case management practices.
• Maintains compliance according to state and county policy.
• Consolidates case information, maintains records, and prepares required reports to meet agency standards.
• Oversees intake, assessment, and eligibility processes; ensures timely and accurate entry of client information and documentation using information systems.
• Conducts training for staff in policy, interviews and assessments; summarizes and interprets findings to inform eligibility decisions.
• Evaluates and resolves client complaints; provides feedback and corrective action needs to caseworkers.
• Utilizes information technology to compute complex calculations (including percentages, addition, subtraction, division, and multiplication) required for eligibility and benefits.
• Ensures accurate data entry, documentation, and system utilization; troubleshoots system issues and supports staff in effective software use.
• Applies analytical thinking and deductive reasoning to review cases, identifies trends, and makes sound judgments to improve program outcomes.
• Provides effective day-to-day assistance of Income Maintenance staff, serving in the role of lead worker.
• Engages, mentors, and teaches staff the skills needed to perform assigned tasks, including the proficient use of computer systems and software.
• Develops training plans, delivers coaching, and monitors performance to ensure service quality and compliance.
• Communicates complex information clearly and professionally—verbally and in writing—to clients, staff, supervisors, and external partners.
• Establishes and maintains positive, effective working relationships with staff.
• Tracks progress and outcomes of trainees to meet agency goals and performance standards.
• Provides regular feedback to leadership.
• Provides coverage for vacant caseworker positions in the Income Maintenance Programs; includes all functions of IMC II level staff -interviews clients and/or collateral contacts to gather information, to secure medical, work history, and other income information, and to determine need and eligibility for human services. Verifies information and investigates discrepancies. Updating new client information into the system as provided by the client. Completes applications and recertifications.
• Maintains cases designated as "relative" cases.

Miscellaneous

• Participates in Emergency Management duties as required by Craven County and the State of North Carolina.
• Performs other duties as assigned by the Supervisor, Income Maintenance Administrator and Director.

Two years of experience as an IMC Worker; or an equivalent combination of training and experience.
Other appropriate combinations of education and experience will only be considered for “work-against” status.

Knowledge, Skills, and AbilitiesConsiderable knowledge of the program/areas of assignment. General knowledge of all agency and community programs and services which could affect the client/applicant. Excellent mathematical reasoning and computational skills. Ability to read, analyze and interpret rules, regulations and procedures. Ability to communicate with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations and procedures. Ability to diffuse potentially hostile clients and be firm in communicating the agency’s position regarding eligibility and consequences for giving fraudulent information. Ability to perform caseworker functions within structured time frames.