Position Number:

22101860

County:

Independence

Posting End Date:

August 31, 2026 Initial and on-going training is required and may also require in-State travel (day and or night stays). Requires the ability to multi-task, problem solve and prioritize.\nMust be able to escort clients to and from the lobby multiple times a day. Must be able to sit, type, and talk on the phone for long periods of time. Requires some standing at the multi-functional device for scanning and copying.\nSufficient interpersonal skills to ensure a positive relationship with clients and coworkers.

Preferred Qualifications:

The formal education equivalent of a bachelor's degree in psychology, sociology, social work, business, public administration, or a related field, plus three (3) years of experience in social or community service work, including two (2) years in a supervisory or leadership capacity. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management.

DUTY AREA I

CUSTOMER SERVICEService Minded - Focuses on helping and serving others; takes the required actions to meet needs effectively and exceed a customer's/client's/vendor's expectations; seeks opportunities to improve the products and/or services to meet customer needs; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect 1. Interprets policies and laws in the absence of precedents to resolve issues and enhance service delivery or coordinates with available resources to interpret policy and laws working closely with Program Eligibility Analysts and the policy unit\n2. Coordinates and integrates the delivery of quality human services through departmental personnel in accordance with DHS Policy 1056\n3. Develops and implements office procedures to enhance the delivery of services of DHS services in the local community and statewide\n4. Receives, investigates, and resolves complaints and inquiries timely from clients across the state and central office or legislative inquiries\n5. Develops and implements methods to improve public access to DHS services and information\n6. Responds to requests for information from public officials timely and professionally

DUTY AREA II

COMMUNICATIONInterpersonal Skills - Communicates well with others and treats others with respect; accepts direction; elicits thorough and thoughtful discussion and questions to accomplish tasks/goal 1. Develops and implements written training plans for direct reports and subordinate supervisors while fostering a learning environment 2. Coaches employees effectively, fostering a communication friendly environment\n3. Initiates and responds to verbal and written correspondence and inquiries appropriately and timely\n4. Resolves conflict in the workplace by providing guidance and support\n5. Provides employees with constructive feedback about performance in the workplace regularly

DUTY AREA III

ACCOUNTABILITYAccountable - Demonstrates responsibility for the consequences of one's own actions and decisions; takes responsibility for decisions and does not shift blame on others. 1. Follows direction of upper management and disseminates information to staff with a positive attitude\n2. Demonstrates an understanding of agency objectives\n3. Administers and complies with all DHS policies and procedures\n4. Confronts non-performance\n5. Approves time/leave and monitors the use of approved overtime\n6. Administer and monitor compliance of maintaining a 95% timeliness rate and 95% accuracy rate for all SNAP, Health Care, and TEA related case actions.

Duty AREA IV:

PROFESSIONALISMTeamwork - Collaborates with co-workers to further the agency's mission; demonstrates commitment and willingness to work together in finding solutions to complete tasks/goals 1. Fosters professionalism, cooperation, and teamwork within the staff and with other work units\n2. Assists with projects to enable area/state to meet established goals\n3. Develops and supports professional standards 4. Acts as CA upon request completing all necessary reports in a timely manner\n5. Supports all colleagues around the state willingly Integrity and Trust - Demonstrates personal integrity in work product; truthful individual; presents the truth in an appropriate and helpful manner; does not misrepresent facts for personal gain; pursues honesty and adheres to ethical standards 1. Responds to discrimination complaints with all facts and does not withhold information\n2. Cooperates with Administrative Reviews and maintains confidentiality of the information provided/received in the review\n3. Certifies all required trainings within mandated time frames\n4. Reviews and certifies review of all required DHS policies\n5. Complies with all DHS policies and procedures including administrative and program policies and procedures\n6. Ensures staff compliance with ethical standards, privacy policies, confidentiality policies, security policies, and all other policies protecting sensitive information

DUTY AREA V

WORK PRODUCTResults Oriented - Identifies actions necessary to achieve task completion and to obtain results; effective problem solver; able to analyze a problem, develop a plan of action considering all relevant factors taking into consideration past decisions and outcomes; seeks appropriate input when uncommon situations arise; displays a practical approach to problem solving; develops creative solutions; streamlines processes or procedures, where applicable 1. Monitors program accessibility and delivery in SNAP, Health Care, and TEA\n2. Monitors daily reports for SNAP, Health Care, and TEA providing workers a list of priority cases needing to be addressed to ensure goals are met\n3. Develops and implements strategies and/or corrective actions to ensure performance goals are met\n4. Resolves procedurals problems\n5. Ensures monthly performance reviews and annual personnel evaluations are completed timely and accurately for staff in chain of command\n6. Reviews assignments and performance of subordinate staff\n7. Provides policy/procedure interpretation\n8.

Administer and monitor compliance:

Process SNAP cases with a 95% timeliness rate and a 95% accuracy rate.\n9.

Administer and monitor compliance:

Process Expedited SNAP applications with a 95% timeliness and accuracy rate.\n10.

Administer and monitor compliance:

Process changes with a 95% timeliness rate and accuracy rate.\n11.

Administer and monitor compliance:

Process initial and secondary applications with a 95% timeliness and accuracy rate.\n12.

Administer and monitor compliance:

Process Renewals and Recertifications with a 95% timeliness and accuracy rate.\n13.

Administer and monitor compliance:

Process TEA applications with a 95% timeliness and accuracy rate.\n14. Process Combo SNAP/Medicaid/TEA cases with a 95% timeliness and accuracy rate. The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others. Position Information\n

Job Series:

Program Eligibility -

Career PathClassification:

Program Eligibility Supervisor/ExpertClass Code:

PPE04

PPay Grade:

SGS07

Salary Range:

$57,351 - $84,879Job Summary\nThe Program Eligibility Supervisor/Expert is responsible for overseeing the daily operations of program eligibility staff, ensuring accurate and efficient eligibility determinations for state-administered assistance programs, and for reviewing, verifying, and determining applicant eligibility for state-administered programs. This position provides leadership, guidance, and support to a team responsible for processing applications, reviewing eligibility cases, and delivering high-quality customer service to Arkansas residents.

Primary Responsibilities\nThe assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts.\nSupervise, train, and support a team of eligibility specialists, caseworkers, or analysts.\nEnsure compliance with state and federal regulations, policies, and procedures related to program eligibility.\nDevelop and implement strategies to improve team efficiency, accuracy, and productivity.\nOversee the review and processing of program applications and eligibility determinations.\nEnsure accurate and timely case decisions based on program policies and applicant qualifications.\nMonitor case documentation, reporting, and record-keeping for accuracy and compliance.\nConduct quality assurance reviews and audits to identify and correct errors.\nAddress complex eligibility issues and escalate cases requiring higher-level review.\nResolve customer complaints and inquiries in a professional and timely manner.\nAnalyze trends in program applications, eligibility approvals, and error rates to improve operations.\nPrepare reports on program performance, caseload statistics, and compliance findings.

Knowledge and Skills\nStrong understanding of eligibility determination processes, regulations, and case management.\nAbility to analyze complex cases, apply policies, and make informed decisions.\nProficiency in data entry, reporting systems, and case management software.\nSkilled in analyzing issues, identifying solutions, and making sound judgments.\nExcellent verbal and written communication skills for interacting with staff, applicants, and agency officials.\nAbility to prioritize multiple tasks, meet deadlines, and manage caseloads effectively.

Minimum Qualifications\nAt least three years of experience in eligibility determination, case management, social service administration, or a related field including one year in a leadership capacity.

Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee's demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.

Licensure/Certifications\nN/A\nOTHER

JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW

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