Under the direct supervision of the Economic Support Supervisor, this advanced level position will have the responsibilities of providing policy and technical guidance to Economic Support staff and reviewing casework and phone calls for accuracy. Quality assurance work will specifically address the FoodShare program with use of the Pre-Certification Tool to ensure the Bay Lake Consortium is in compliance withState-mandated performance levels. Additional FoodShare quality assurance tasks will be completed as assigned for the Bay Lake Consortium caseload. Performs all duties of an Economic Support Specialist as described in the Economic Support Specialist position description. Advises staff in making decisions regarding applications, reviews and changes; directs the staff in an effort to solve problems of consumers and offers suggestions to rectify problems. Researches complex policy and provides technical assistance to staff through use of handbooks, manuals, computer systems or state call center for correct case processing and eligibility determination. Receives and responds to technical questions from staff, consumers and general public about programs and services. Maintains an advanced level of all program knowledge and ensures Economic Support policies are interpreted and presented correctly to staff. Assists in the training of new Economic Support Specialists by observing and coaching them during interviews, providing feedback and direction, reviewing case work prior to confirmation of benefits to ensure accuracy and timeliness. Mentors new workers throughout new worker training and ongoing caseload management. Responsible for CARES and CARES Worker Web technical assistance and troubleshooting cases with eligibility staff. Utilizes multiple complex computer programs and databases to record, research, investigate and verify information; to assist in computing benefit levels; and to record and monitor case activity. Examples include CARES, CWW, KIDS, Forward Health Portal, and SAVE. Functions in a leadership role consulting with Economic Support Supervisors and Manager on policy, procedures, training and quality improvement in order to meet State Performance Standards. Maintains a partial Economic Support caseload. Performs/processes determinations and re-determinations of eligibility and other tasks determined to be necessary for effective and efficient program administration. Evaluates and refers all appropriate cases for front end verification and/or fraud investigation.

NON-ESSENTIAL DUTIES

Performs related functions as assigned.

MATERIALS AND EQUIPMENT USED

General office equipment Computer Minimum of 2 years experience as an Economic Support Specialist. Performance evaluations must demonstrate above average performance, initiative and leadership activities. Advanced knowledge of the Economic Support functions, job duties and state computer systems/software. Knowledge of and ability to utilize a computer and the required software. Ability to perform leadership tasks. Ability to assist, coach, mentor and support other staff. Ability to determine accurate case benefits and to identify errors in case processing. Ability to implement policies and procedures and to train staff. Ability to work accurately and efficiently under pressure. Ability to accept consumer situations and problems without imposing one's own standards. Ability to input data into a computer system. Ability to establish and maintain effective working relationships with staff and the public, including people from diverse cultures. Ability to interview and obtain information from the public. Ability to communicate effectively both orally and in writing. Ability to provide bridge between Economic Support Specialists, Economic Support Supervisors and Economic Support Manager. Ability to work the required hours of the position.

PHYSICAL DEMANDS

Lifting 20 pounds maximum with frequent lifting and/or carrying of object weighing up to 10 pounds. Frequent sitting; occasional bending, twisting, squatting and reaching. Using hand(s)/feet for repetitive single grasping, fine manipulation, pushing and pulling and operating controls. Communicating orally in a clear manner. Distinguishing sounds at various frequencies and volumes. Distinguishing people or objects at varied distances under a variety of light conditions. This position description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description.