HUMAN SERVICES SUPERVISOR

Overview

FLSA: Exempt. This is a supervisory position in the Economic Support Section of the Human Services Department. Employee works within the multi-county Western Region for Economic Assistance Consortium. Employee in this class is responsible for the administration of Income Maintenance, Wisconsin Shares and related programs by overseeing consortium staff in adhering to county, state and federal rules and regulations. Employee works under moderate supervision and exercises considerable independent judgment in interpretation of policy, procedures and applications. Employee is selected by the Economic Support Manager, Assistant Manager and Human Services Director.

Essential Leadership Functions

Act with Integrity and Build Trust

• Demonstrate mutual respect, humility, and honesty in all interactions
• Speak up appropriately, even when expressing unpopular viewpoints
• Actively listen and remain open-minded to diverse perspectives

Drive for Results

• Set clear goals and objectives to motivate self and others to achieve outcomes
• Seek new opportunities to improve processes and drive sustainable results
• Hold self and others accountable through consistent evaluation and monitoring

Develop Talent and Effective Teams

• Foster a collaborative environment that encourages knowledge sharing and growth
• Provide mentorship and support to help self and others reach full potential
• Recognize and leverage diverse strengths within self and team

Lead with Vision and Strategy

• Understand and communicate a compelling vision that aligns with organizational goals
• Develop and execute comprehensive strategies to achieve long-term objectives
• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully

Lead with Paradoxical, Critical, and Agile Thinking

• Navigate complex situations by considering multiple perspectives
• Adapt quickly to changes and uncertainties in the work environment
• Make critical decisions using analytical skills, experience, and input from others

Build and Maintain Effective Relationships

• Communicate and collaborate effectively with stakeholders across the organization
• Influence others through coaching, consulting, and team-minded thinking
• Develop and sustain partnerships that create positive outcomes for all stakeholders

Cultivate Community Engagement and Provide Excellent Service

• Understand and address the needs and concerns of the community
• Incorporate community perspectives into decision-making processes
• Drive initiatives that create positive impacts beyond the organization

Demonstrate Emotional Intelligence

• Show self-awareness and manage emotions effectively in challenging situations
• Seek and respond constructively to feedback, even in the face of setbacks
• Balance empathy with accountability when leading self and working with others 

Essential Job Functions

Directs and supervises staff and day-to-day operations to ensure the consortium offers efficient and effective services that meet all county, state and federal rules and regulations.

Provides program supervision to Economic Support Specialists within assigned team/s. WREA Consortium. WREA teams are responsible for program service delivery. The teams consist of Family Related Program Services, Wisconsin Shares, Elderly and Disabled, Long Term Care, Training and Technical Assistance, and Program Integrity & Benefit Recovery.

Supervises the Wisconsin Home Energy Assistance Program (WHEAP) and staff, upon assignment. May provided backup supervision as needed.

Utilizes the Cares Worker Web Workload Dashboard tool, Contact Center Anywhere software and State report systems. Distributes and monitors the consortium's work and adherence to required state and federal performance standards.

Responsible for successfully implementing program, policy, staffing and operational changes as needed. Tracks and shares monthly performance reports with consortium management and Board of Directors.
Prepares reports and attends monthly county board and committee meetings as appropriate.

Supervises staff's review of DHS and DCF online handbooks. Educates staff on local work rules, practices and procedures.
 
Trains assigned staff on Consortium workflow model. Monitors that staff follows established Consortium policies and processes, to ensure operational consistency among all consortium counties. As a member of the consortium's supervisory team, explores and makes recommendations for changes to improve the Consortium's performance.

Interviews, hires, supervises, evaluates and coordinates work of consortium staff and recommends them for advancement, retention or disciplinary action.

Provides on-site and virtual staff support and supervision for staff of all other counties within the consortium.

Coordinates with other consortium supervisors to complete performance evaluations for assigned staff. Advises where work is inadequate and recommends training plans to overcome identified deficiencies, when appropriate.

Regularly communicates with community stakeholders; seeks feedback to improve consortium operations.

Oversees and acts as coordinator of distance-based new worker training provided by the Department of Health Services (DHS) and the Department of Children and Families.

Plans and develops WREA new worker training, ongoing training for experienced ES Specialists, and individualized training as needed.

Regularly communications with contracted services providers to coordinate services and to ensure provider meets expectations under the contract.

Participates in state meetings and represents the WREA Consortium on state committees and workgroups. Presents oral and written reports relative to programs administered by the WREA Consortium.
Prepares agendas and facilitates meetings and trainings for WREA, community partners and stakeholders.

Employee is expected to report to work when scheduled, with minimum use of sick leave, to build up sick leave balance for income protection for unexpected illness.

This is a public service position, and employee is required to be courteous, cooperative and respectful at all times, with the public and clients. Also establishes and maintains a courteous, cooperative and respectful working relationship with other employees, supervisors, and public officials.

Physical demands: Large percentage of time is spent sitting at desk, using oral communication, judgment, hearing, near vision, fingering for keyboarding and calculators, reading, writing. Handles papers and manuals, etc., lifts files, copy paper and other office materials. Sits, stands, bends and reaches intermittently throughout the day. Regularly moves about the office building and travels to other offices or sites for meetings. Drives vehicle.

Related Job Functions

May be required to work nights, weekends, or during community emergencies and/or disasters, when work may vary from normal job responsibilities.

This job description is not intended to encompass every job duty or responsibility, but is only illustrative. This position is required to perform other duties as may be assigned or required.
 
Knowledge, Skills and Abilities

Considerable knowledge of public assistance programs, Wisconsin and other federal public welfare programs and applicable rules and regulations governing these programs.

Considerable knowledge of the principles and practices of employee supervision, and ability to effectively supervise staff.

Knowledge of administrative techniques in the delegation of responsibility and coordination of various functions in an efficient and effective manner.

Knowledge in the evaluation and analysis of employee performance and techniques of training.

Ability to use Call Center software and Cares Worker web reports to assess workflow and evaluate staff performance.

Ability to create and maintain positive working relationships with County officials, the public and agency staff.

Ability to effectively supervise the work of others.

Ability to communicate effectively both orally and in writing.

Ability to clearly explain and train staff regarding complicated program regulations.

Ability to travel and work in a variety of county Economic Support agencies within the Western Region for Economic Assistance (WREA) consortium.

Training, Experience and Other Requirements

Graduation from an accredited college or university with a Bachelor's degree in Social Work, Psychology, Sociology, Business Administration, or related.

May consider individual who has a related Associate Degree and has the appropriate experience and supervisory skills.

Two years' experience in Economic Support programs or closely related programs.

Excellent interpersonal and verbal presentation skills.

Experience with Call Center operations a plus.