Quality Assurance Specialist

Rockingham County is an equal opportunity employer and will comply with federal and state statutes regarding discrimination in employment matters.  Provide independent review and quality improvement processes for the Supplemental Nutrition Assistance Program (SNAP), Crisis Intervention Program (CIP), Low Income Energy Assistance Program (LIEAP), Medicaid and Work First programs including case file reviews, data collection, and analysis and reporting on findings.

PRIMARY DUTIES:

• Identifies factors that impact services delivery at the county level and providing recommendations to program areas to enhance accuracy and improve program administration.  This includes recognition of program accountability for service delivery outcomes and working with programs to provide technical assistance based on data findings and trends to specify an efficient path toward overall improvement.
• Reviews cases for eligibility and payment accuracy, monitoring compliance with rules and regulations, compliance with existing county plans or policies, measuring program outcomes and employment goals, and identifying efficiencies in service delivery.
• Reviews case files and work processes, data analysis, consultation with program areas on policy or system initiatives, and recognizing and recommending streamlining opportunities that cross programs to increase the overall efficiency and effectiveness of public assistance programs across the department.
• Reviews federally mandated Supplemental Nutrition Assistance Program (SNAP), Crisis Intervention Program (CIP), Low Income Energy Assistance Program (LIEAP), Medicaid and Work First programs eligibility case files for adherence to federal regulations/mandates, approved waivers and state regulations.  The cases will be selected through a monthly statistically valid random sample or by caseload as needed for new employees or those receiving additional training.
• Provides policy and procedural guidance regarding eligibility determinations, verification of documentation, and data entry into North Carolina Families Accessing Services through Technology (NCFAST) through case file reviews and reviews of case actions.
• Interviews the selected head-of-household, making collateral contacts and ensuring the eligibility and payments for clients meet program requirements.  These reviews often include technical issues and complex situations that require the resolution of compliance problems and reconciliation of divergent viewpoints.
• Provides continuous data on the frequency, magnitude and sources of non-compliance.
• Advises the Director and/or Assistant Director of areas of risk to enable them to formulate improvement plans for eligibility and payment accuracy to prevent errors and achieve program compliance and meet program outcomes.

ADDITIONAL DUTIES:

• Prepares, compiles, summarizes, and submits reports for internal reporting purposes using various work processing, spreadsheet, database programs, and presentation tools, assuming responsibility for correctness of spelling, punctuation, format, and grammar.
• Establishes and maintains a variety of tangible files, filing and retrieving material as requested or as otherwise necessary.
• Manages records; writes, edits or coordinates the preparation of reports, or other printed material including determining necessary content.
• Answers telephones, receiving inquiries and providing information based on considerable knowledge of department programs, policies and procedures, or referring callers to appropriate officials; routes communication and/or records and relays messages for department personnel, as appropriate; pages personnel, as necessary.
• Works closely with and provide feedback to Supervisors, Program Integrity, and Managers as appropriate to facilitate continuous quality improvement.
• Performs other work as required or assigned.

Knowledge, Skills and Abilities

• Thorough knowledge of County and Department policies and procedures.
• Thorough knowledge of the rules, regulations and procedures of the financial assistance programs administered by the Department.
• Thorough knowledge of applicable Federal and State laws, rules and regulations.
• Thorough knowledge of the NCFast Case Management Systems, as well as other data systems available for each Economic Benefit Program.
• Thorough knowledge of personal computers, operating systems, software, and peripheral equipment used by the County, or planned for use by the County.
• Considerable knowledge of office techniques; ability to practice effective communication techniques both orally and in writing; considerable knowledge of effective supervisory practices and ability to plan and supervise the work of others, if applicable.
• Ability to analyze, interpret, recommend, and implement policy and procedural guidelines.
• Ability to organize work flow and coordinate activities.
• Ability to use general office equipment, computer, printer/scanner, and general MS-Windows and specific graphic design and photo manipulation software.
• Ability to conduct effective interviews.
• Ability to analyze data and draw conclusions.
• Ability to establish and maintain moderately complex records and files.
• Ability to exercise initiative and independent judgment in analyzing and applying standards to a variety of situations.
• Ability to prepare and make effective written and/or oral presentations before large groups of people, including DSS staff, general public, elected officials, and other community stakeholders.
• Ability to exercise tact, courtesy and firmness in frequent contact with a variety of County personnel.
• Ability to work independently and deal effectively with people, and provide excellent customer service.

Physical Requirements This work requires the regular exertion of up to 10 pounds of force; work regularly requires sitting, speaking or hearing, using hands to finger, handle or feel and repetitive motions, frequently requires walking, reaching with hands and arms, pushing or pulling and lifting and occasionally requires standing, climbing or balancing, stooping, kneeling, crouching or crawling and tasting or smelling; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data, operating motor vehicles or equipment and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

Graduation from an accredited four year college or university and two years of experience in a public social service organization, OR a two year degree and four years of experience in a public social service organization, or related field, OR an equivalent combination of education and experience. Preferred Qualifications

• More than three (3) years of experience with SNAP eligibility and payment determination, as well as trouble shooting NCFAST data entry and system issues; and
• Experience reviewing SNAP, CIP, LIEAP, Medicaid and Work First case files for eligibility and processing accuracy; and
• Experience providing comprehensive findings and recommendations for process and eligibility improvement;
• Bilingual skills are preferred

ADDITIONAL REQUIREMENTS: In the event of a disaster, HHS is designated as a lead agency for coordinating mass care operations. In particular, HHS works with the American Red Cross, Emergency Services other state agencies and volunteer relief organizations in disaster situations to coordinate the capability to meet basic human needs (shelter, food, relief supplies, disaster public assistance inquiries, and emergency social services) during a disaster situation. All HHS staff are expected to be available to support the operation of shelters as needed.