Customer Eligibility Supervisor (Capital Area) in Austin, TX at BakerRipley

Date Posted: 9/7/2019

Job Snapshot

Job Description

Public Sector Solutions, a division of BakerRipley manages childcare subsidies in support of working parents throughout 60 counties in Texas, provides long-term recovery services for people affected by disasters, manages utility assistance for low-income individuals, and manages Workforce Solutions career offices across the region. Programs in this division are funded by public contracts and our reputation as an efficient and reliable steward of our tax dollars has seen this division grow over the years.

JOB SUMMARY:

Customer Eligibility Supervisor (CES) oversees the eligibility determination and processing functions for the Child Care Services program.  Plans, prepares, and creates work schedules that meet the needs of work flow and customer volume.  Provides coaching, leadership, direction, and professional development of intake eligibility specialists.  CES is innovative and resourceful in developing people and processes that result in quality customer eligibility service. CES is organized and prepared, communicates in a professional and courteous manner and collaborates with team members and management. CES is sensitive toward working with diverse cultures and can articulate clearly with assertiveness.  CES makes decisions quickly on available information and takes action to improve efficiency and productivity of staff.  Bilingual in English and Spanish is preferred.

CORE DUTIES AND RESPONSIBILITIES:

  • Effectively manages the day-to-day operation of the Eligibility department.
  • Delegates staff assignments daily and follows up on assignments to ensure quality customer service.
  • Develops and implements methods for effectively completing customer requested as well as program required tasks in a timely fashion in compliance with contract requirements.
  • Ensures that staff understands and adheres to policies and procedures for enrollment of customers into the Child Care program.
  • Prepares professional correspondence to customers, Child Protective Services, and Workforce Center caseworkers in order to ensure continuity of care.
  • Makes decisions quickly on available information and takes action.
  • Coordinates the production of reports and utilizes the information to take necessary actions.
  • Ensures the accuracy and timeliness of eligibility determinations.
  • Performs other duties as may be assigned.

Job Requirements

MINIMUM EDUCATION:

  • Bachelor’s degree from four-year college or university or equivalent combination of education and experience

SKILLS:

  • Ability to handle escalated situations with critical thinking skills and problem solving techniques.
  • Ability to assess and create innovated approaches to continuous process improvement of eligibility services

COMPUTER PROFICIENCY:

  • Intermediate experience in Microsoft Word and Excel.

 

BakerRipley is committed to the principles of equal employment. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any status protected by federal, state, or local laws. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.