Eligibility Work Supervisor

Contra-Costa-County; California (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Contra Costa County EHSD in California seeks an Eligibility Work Supervisor to oversee policy compliance, staff mentoring, and performance improvement within a fast-paced public assistance environment. You will coordinate workloads, coach staff, and collaborate with management to enhance service delivery.

The role emphasizes building an inclusive, supportive team culture while ensuring timely benefit issuance and strong customer service.

Qualifications

• Three years of public assistance eligibility determination in Contra Costa County.
• One year performing duties as Social Service Program Assistant and/or Medi‑Cal Program Assistant in Contra Costa County.
• Substitution for education: up to two years of qualifying experience may substitute for education.
• Possession of a California driver's license is required.

Responsibilities

• Plan, assign, and monitor work for policy compliance, timeliness, and accuracy of benefit issuance and customer outcomes.
• Communicate and collaborate with management, peers, and staff to resolve challenges and escalations.
• Mentor, coach, and counsel staff for professional development and performance improvement.
• Assess workload and participate in process improvement efforts to optimize operations.
• Lead staff meetings to discuss error trends, policy changes, and training needs; gather staff feedback.
• Ensure accurate and timely submission of time sheets and time studies.

Skills

Analytical skills

Critical thinking

Problem solving

Technology usage

Action orientation

Ownership & accountability

Integrity & ethics

Customer focus

Conflict resolution

Coaching & developing others

Managing performance

Teamwork

Education

60 semester units + 12–18 in related field

Job description

Why join the Contra Costa Employment & Human Services Department (EHSD)?

The Employment and Human Services Department is currently seeking applications for the position of Eligibility Work Supervisor. There are currently three (3) vacancies for this role.

Contra Costa County’s Employment and Human Services Department works diligently to provide the community with resources that support, protect, and empower individuals and families to achieve self-sufficiency. The department is committed to hiring candidates that share our core values of delivering an exceptional customer service experience, encouraging open communication, embracing change, practicing ethical behavior, and valuing diversity.

We are looking for someone who is:

• Flexible, reliable, and able to thrive in a dynamic environment
• Committed to helping staff learn and grow
• A creative problem-solver who engages with staff to improve workflows and service delivery
• An approachable leader who helps foster an inclusive and compassionate culture for staff and customers alike
• Proactive, self-motivated, and driven to achieve goals and meet mandates
• A collaborative team player focused on customer service

What you will typically be responsible for:

• Planning, assigning, and monitoring work for policy compliance, timeliness and accuracy of benefit issuance, error trends, training needs, and customer service outcomes
• Communicating and collaborating with management, peers, and subordinates to resolve operational challenges and customer escalations
• Mentoring, coaching, and counseling staff for professional development and performance improvement
• Assessing workload challenges and participating in operational process improvement efforts
• Conducting individual and group staff meetings to communicate error trends and policy compliance concerns, provide additional training, inform staff of key policy and operational changes, and solicit ideas and feedback from staff
• Ensuring accurate and timely submission of time sheets and time studies

A few reasons you might love this job:

• You will work as part of a team to deliver food, medical, shelter, employment, and cash assistance to the most vulnerable members of the community
• You will coach and mentor others to meet their professional development goals
• You will work with a diverse community and team

A few challenges you might face in this job:

• This role requires a high level of responsibility in a fast-paced environment
• You will need to assist customers in very difficult and stressful situations
• There may be times when you support staff through regular policy and system changes
• You will need to navigate workload challenges with limited resources

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Critical Thinking: Analytically and logically evaluating information, propositions, and claims
• Problem Solving: Identifying and analyzing problems in order to propose new ways to do business
• Using Technology: Working with electronic hardware and software applications
• Action & Results Focused (Taking Initiative): Initiating tasks and focusing on accomplishment
• Displaying Ownership and Accountability: Holding self and others accountable for measurable high-quality, timely, and cost-effective results
• Professional Integrity & Ethics: Displaying honesty, adherence to principles, and personal accountability
• Customer Focus: Attending to the needs and expectations of customers
• Handling & Resolving Conflict: Managing interpersonally strained situations
• Coaching & Developing Others: Supporting others in stretching and expanding their capabilities
• Managing Performance: Ensuring superior individual and group performance
• Teamwork: Collaborating with others to achieve shared goals

To read the complete job description, please visit: Eligibility Work Supervisor

The eligible list established from this recruitment may be used to fill future openings for up to six (6) months.

License Required:

Possession of a valid California driver’s license. Out of state valid motor vehicle operator’s license will be accepted during the application process.

Education

Completion of 60 semester units or 90 quarter units at an accredited college or university which included at least 12 semester or 18 quarter units in psychology, sociology, social welfare, or a closely related field.

Experience

Three years of full-time or its equivalent experience in public assistance eligibility determination in Contra Costa County of which one year must have been performing duties as a Social Service Program Assistant and/or Medi-Cal Program Assistant in Contra Costa County.

OR

Three years and six months of full-time or its equivalent experience in public assistance eligibility determination that involves multi-program experience and client contact in a California County Department of Social Services equivalent to Social Service Program Assistant and/or Medi-Cal Program Assistant in Contra Costa County.

Substitution for Education

Additional qualifying experience may be substituted for the required education on a year-for-year basis up to a maximum of two years.

Desirable Qualifications:

• Experience in navigating difficult conversations while meeting competing deadlines
• Experience in working with people from diverse backgrounds

1. Application Filing and Evaluation:

Applicants will be required to complete a supplemental questionnaire at the time of application. Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.

2. Online Written Skills Assessment

Candidates who meet the Minimum Qualifications will be invited to participate in the Online Written Skills Assessment This assessment will be conducted to measure candidates' competencies as they relate to the job. These competencies may include but are not limited to: action and results focused, displaying ownership and accountability, professional integrity, and/or customer focus. The online skills assessment will be administered remotely using a computer. You will need access to a reliable internet connection to take the assessment. You will not be able to take the assessment using a mobile device such as a cell phone. (Weighted 100%)

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment-specific questions, please contact Matthew Damm at [e-mail]. For any technical issues, please contact the Government Jobs' applicant support team for assistance at + 1 855-524-5627.

CONVICTION HISTORY

After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

Contra Costa County is committed to providing equal access and opportunity to qualified individuals with disabilities in its employment practices. If you believe you may anticipate needing reasonable accommodation, please visit our job seeker resources page at Special Testing Accommodations | Contra Costa County, CA Official Website.