Administrative Officer I - Support Services

This position is open until filled.
The Human Resources Office is unable to provide status updates by telephone.
The salary range is listed above. Starting salary will depend on qualifications and experience.

An employee in this position provides supervision and oversight of the support services unit, which includes the front desk receptionist, two (2) switchboard operators, foreign language interpreter and five (5) processing assistant positions providing support to the Income Maintenance programs (Adult Medicaid, Family and Children’s Medicaid, Food and Nutrition services, Child Support Enforcement and Work First). The position also provides back-up coverage to these positions as needed. Assures the flow of visitors to the department and connecting them to the appropriate staff person based upon their needs. Ensures that staff are correctly routing calls and assignment of cases. Performs coaching, training, monitoring and corrective action with staff in the unit. Prepares reports regarding applications by program and visitors to the agency. Completes personnel evaluations and counsels staff regarding any performance issues. Works as a team member with other unit supervisors and reports to the Income Maintenance Program Administrator I. This position accesses NC Fast and performs eligibility and enrollment functions.

Work Schedule

Standard office hours are Monday – Friday from 8:30 A.M. – 5:00 P.M. There may be special circumstances in which after hours work is required.

Manage the workflow of the unit. This includes assigning work and delegating responsibility, assures that staff workloads are balanced and that coverage of essential duties is performed during times of staff shortages. Coordinate closely with the other supervisors in planning and coordinating work assignments and flow of work.

Assists the Program Administrator and DSS Director in interviewing and selecting candidates to fill vacant positions. Coordinate with staff development in assuring that staff receive training in program and policies and procedures. Provide coaching and guidance to new and experienced staff regarding work performance and provide counseling when necessary. Complete disciplinary action as needed in coordination with department leadership.

Complete performance evaluations for subordinates as required. Maintain notes and documentation of staff performance, counseling and corrective action. Conduct regular individual staff conference and unit meetings, convey information to staff regarding policy changes or other agency directives. Monitor staff leave requests and leave time.

Perform tasks to support Income Maintenance the caseworker. Work the queues in NC Fast, assist with KARTS billing and check application and recertification logs for accuracy. Ensure that client “first contacts” with DSS personnel are courteous and professional.

Administer iiReception for the department, key CAP/DA billing, order and disperse supplies and coordinate coverage with the Building Security Company.

Provide data and information to DSS leadership as needed. Collaborate with supervisors and staff of other units at DSS regarding program or policy questions and support communication and positive working relationships across the department. Communicate with representative of community agencies and organizations regarding program policies and procedures while maintaining client confidentiality. Seek to promote a positive image of DSS in all interactions.

Perform other duties as assigned by the agency director to include emergency duty and assisting with displaced children and/or adults.

Perform other duties and responsibilities as assigned by the Income Maintenance Program Administrator or DSS Director.

KNOWLEDGES, SKILLS, & ABILITIES:

Considerable knowledge of modern office procedures, practices, and equipment.

General knowledge of the principles and practices of public administration and business administration.

Some knowledge of personnel policies and practices.

Some knowledge of accounting principles and practices.

Ability to exercise judgment and discretion in applying and interpreting policies and procedures. Ability to plan, assign and review the work of other.

Ability to understand and carry out oral and written instructions.

Ability to establish and maintain effective working relationships with associates, officials and the public.

Ability to express comments and opinions clearly and concisely in oral or written form.

Required Minimum Training:

Graduation from a four-year college or university and one year of experience in personnel, budgeting, research or administrative management; or an equivalent combination of training and experience.

Special Note - This is a generalized representation of positions in this class and is not intended to identify essential functions per ADA. Examples of work are primarily essential functions of the majority of positions in this class, but may not be applicable to all positions.

Additional Training/Experience:

Considerable knowledge of all income maintenance programs, forms, and documents used in determining eligibility. Considerable knowledge of the use of the income maintenance manuals. Considerable knowledge of needs, problems, and attitudes of disadvantaged persons. General knowledge of all agency programs and services. General knowledge of community services and programs which could affect the client/applicant. General knowledge of the budget process. Ability to instruct, organize, direct, and supervise lower level employees. Ability to learn basic supervisory/management skills. Ability to communicate effectively with workers, supervisors, applicants, and community agencies to obtain pertinent data and to interpret rules and regulations. Ability to present information orally and in written form.

Please Note:
 If offered a position, official transcripts/verification of education must be submitted directly to the Human Resources Office from the educational institution(s) listed on application. Positions requiring a minimum education/certification must also have official documents submitted to the Human Resources Office. Unofficial transcripts may be submitted by the candidate with the application for consideration of meeting minimum job requirements.