Lead Caseworker – Training Unit (Senior Human Services Caseworker – Zone 2)

Work Type
Economic Services

Position Number

Closing Date
July 8, 2020
Posted June 29, 2020

Agency Name
New Hanover County Health & Human Services

Work County
New Hanover

Job Contact
Kasey Baker 910-798-7035 kabaker@nhcgov.com

Job Description

New Hanover County is seeking an energetic, creative, and experienced Human Services caseworker to join the Department of Health and Human Services as a lead to new caseworkers. The primary function of this position will be serving as a mentor to trainees once classroom training is completed, reviewing completed case actions, assisting with special projects, reports and preparing for audits, and assisting supervisors as needed. Duties will include reviewing completed case actions, completing evaluations on the progress of the new hire mentees; serving as subject matter expert for policy and technical expert concerning automated systems; advising caseworkers and new hire mentees on policy interpretation and helping to resolve problem cases through troubleshooting for NC Fast; monitoring the support system for tickets submitted by caseworkers and handling emergency escalation requests for resolution; and serving as point of contact for the NC Fast helpdesk and follow-up on issues reported to NC Fast. Duties will also include supporting any of the economic services units in the agency in the absence of supervisors;  conducting refresher trainings for mentees and other caseworkers as needed;  performing case reviews;  remaining abreast of policy changes to advise caseworkers on policy interpretation and helping to resolve problem cases;  assisting with communicating changes and recommending training areas needed;  delivering policy training to new and existing universal caseworkers and technical training on various complex automated systems;  and compiling and entering data into appropriate computer databases.
New Hanover County's Consolidated Human Services Agency is a single county agency that provides any combination of Public Health and Social Services throughout the county. The Social Services department is comprised of a team of over 320 dedicated professionals seeking to serve the citizens of our county through providing essential human services.  The department is a part of a dynamic, professional county organization with a clear vision as a vibrant, prosperous, diverse coastal community, committed to building a sustainable future for generations to come.  Ideal candidates for the department of social services have excellent customer service, organizational and computer skills, the ability to problem solve and make critical decisions and above all, an overwhelming desire to serve the citizens of our county. New Hanover County strives to hire the best and the brightest employees who are committed to public service.  Our employees enjoy an innovative, energetic and employee-focused work environment with top down support that embraces bottom up ideas and engagement.  Our talented team of professionals have a passion for providing care and services that effect change on the everyday lives of the citizens they encounter.  Our shared values of professionalism, innovation, integrity, stewardship and accountability guide the way we conduct ourselves and deliver services to our customers.  If this sounds like an organization that models the values you uphold, we invite you to come and be a part of the exciting, healthy and progressive team at New Hanover County.   Minimum Qualifications:  Associate's Degree in Human Services Technology, Criminal Justice, Business Administration, or related field and two (2) years of experience as a universal, economic services or income maintenance caseworker with experience working in multiple economic assistance program areas, or an equivalent combination of education and experience. Adult Medicaid (AMED) experience strongly preferred.   Must have excellent computer skills, research and organizational skills, and interpersonal skills.  Must have excellent communication skills and a comfort level with delivering training materials to large and small groups.  Must possess excellent computer skills sufficient to use NC FAST, NC's online case management system, as well as various other search engines and software programs.  Demonstrated experience mentoring employees in a human services setting is strongly preferred. Hours are 8:00 - 5:00 Monday - Friday. Must be available to work during emergency situations.
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