Economic Services Administrator or Program Manager FLSA Status:
Non-Exempt Performs professional quality assurance and quality control activities for the Department of Social Services Economic Services Division. This position is responsible for reviewing eligibility determinations, case documentation, policy compliance, timeliness standards, and program accuracy for state and federally funded public assistance programs. The Quality Control Specialist serves as a resource to supervisors and staff by identifying trends, providing technical assistance, recommending corrective actions, and supporting continuous quality improvement efforts. The employee exercises independent judgment while ensuring compliance with North Carolina Department of Health and Human Services (NCDHHS), federal regulations, and McDowell County policies. Conduct quality control reviews of Economic Services case records for accuracy, completeness, and compliance with applicable policies and procedures. Review eligibility determinations for programs including: Medicaid Food and Nutrition Services (SNAP) Work First Family Assistance Energy Assistance Programs Child Care Subsidy (if applicable) Special Assistance and other Economic Services programs. Evaluate timeliness of applications, recertifications, changes, and notices. Identify policy deficiencies, documentation issues, and procedural errors. Prepare written quality review reports identifying findings, trends, corrective actions, and recommendations. Maintain quality assurance statistics and develop reports for management. Monitor state quality assurance findings and recommend process improvements. Assist supervisors in implementing corrective action plans. Provide coaching and technical guidance to eligibility staff regarding policy interpretation and documentation requirements. Participate in state quality assurance reviews and audits. Assist in preparing responses to state audit findings. Monitor compliance with federal and state performance measures. Recommend workflow improvements to increase efficiency and reduce payment errors. Assist with developing desk guides, standard operating procedures, and internal quality review tools. Maintain confidentiality of client information in accordance with federal and state laws. Attend required training and remain current on changing eligibility policies and regulations. Perform related work as assigned. Knowledge, Skills, and Abilities Thorough knowledge of Economic Services eligibility programs and policies. Thorough knowledge of NC FAST. Knowledge of federal and state public assistance regulations. Ability to accurately interpret complex eligibility policies. Strong analytical and auditing skills. Ability to identify trends and recommend process improvements. Excellent written and verbal communication skills. Ability to prepare detailed reports. Strong organizational and time management skills. Ability to establish effective working relationships with staff, supervisors, state representatives, and the public. Ability to maintain strict confidentiality. Proficiency with Microsoft Office applications including Excel, Word, and Outlook. Minimum Education and Experience Preferred Qualifications Bachelor's degree in Human Services, Social Work, Business Administration, Public Administration, or related field; or Graduation from an accredited college or university and experience equivalent to an Income Maintenance Caseworker II or equivalent Economic Services position. Experience Minimum of three (3) years of progressively responsible experience determining eligibility for public assistance programs. Extensive working knowledge of NC FAST. Previous supervisory, lead worker, trainer, or quality assurance experience preferred. Equivalent combinations of education and experience may be considered. Physical Requirements Work is primarily performed in an office environment. Requires sitting for extended periods. Frequent use of computers and office equipment. Occasional lifting of files or materials weighing up to 20 pounds. Ability to communicate effectively in person, by telephone, and electronically. Special Requirements Valid North Carolina driver's license. Successful completion of a criminal background check. Ability to attend required state training and meetings. Ability to travel for training or meetings as required. Performance Expectations The Quality Control Specialist is expected to: Improve program accuracy rates. Reduce state and federal payment errors. Ensure compliance with NCDHHS policy. Identify training opportunities before deficiencies become systemic. Support supervisors through data-driven recommendations. Promote continuous quality improvement throughout Economic Services. Preferred Competencies Attention to Detail Critical Thinking Policy Interpretation Data Analysis Coaching and Mentoring Problem Solving Professional Integrity Customer Service Accountability Collaboration Adaptability Working Relationships This position works closely with: Economic Services Director/Administrator Income Maintenance Supervisors Income Maintenance Caseworkers NC FAST Representatives North Carolina Department of Health and Human Services County Administration Internal and external auditors
