Human Srvs Program Supervisor

Commonwealth of Kentucky; Kentucky; On-site; USD 52,000 - 71,000; Full time

Job summary

The Commonwealth of Kentucky's Auditor of Public Accounts, Complaint Review Branch, seeks a Human Services Program Supervisor to lead the Extended Services Section. You will supervise Ombudsman investigations, review casework, coordinate program activities across CHFS agencies, and ensure compliance with office standards.

This role offers a focus on public service excellence, flexibility in scheduling, and opportunities to improve state services while supporting a healthy work-life balance.

Qualifications

• Bachelor's degree required.
• Three years of professional public relations or public service experience; one year in a human services field or program.
• Master's degree or substitute experience may be considered in lieu of education/experience as described in the posting.

Responsibilities

• Supervise Ombudsman investigations conducted by the staff.
• Assign and review casework to ensure timely and accurate resolution.
• Monitor program performance through reports and meetings.
• Provide expert guidance on complex or high-risk complaints to leadership.
• Interpret laws, statutes, regulations, and policies affecting CHFS services.
• Prepare work process reports and analyze program trends for improvements.
• Maintain records and recommend policy changes based on findings.

Skills

Public relations experience

Public service experience

Education

Bachelor's degree

Job description

Human Srvs Program Supervisor

Advertisement Closes: 09/02/2026 (11:59 PM ET)

Pay Grade: 16

Salary: $4,647.42-6,342.92 Monthly

Employment Type: EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK

Hiring Agency: Auditor of Public Accounts | Complaint Review Branch

Location: Location Varies

Description

The Auditor of Public Accounts (APA) is a constitutional office led by the elected Auditor of Public Accounts,Allison Ball. The Commonwealth Office of the Ombudsman (COO), an office within the APA, serves Kentuckians whoreceive public services through the Cabinet for Health and Family Services (CHFS), ensuring the Cabinet isheld accountable by providing recommendations to improve its performance. We answer questions about CHFSprograms, investigate customer complaints and work with CHFS management to resolve them, advise CHFSmanagement about patterns of complaints and recommend corrective action when appropriate. The COO aims to beconscientious and responsive and provide meaningful feedback to Cabinet staff to improve customer service andsatisfaction and Cabinet effectiveness.

The Complaint Review Branch (CRB) is part of the COO’s Office of Citizen Services and Policy Integrity. Itreviews and makes recommendations to resolve complaints about the CHFS and services delivered by Cabinetemployees. The Branch issues recommendations to the CHFS concerning complaint trends to improve the Cabinet’sperformance and may require corrective action when policy violations are identified.

If you are looking for a team where you can add value by employing your years of experience, where you willfeel valued for your dependable work ethic and where you can excel while working with a small team to performcomplex tasks, this is the place for you. Our team members have a unique opportunity to work in a rewardingand engaging environment at an agency that supports a healthy work to life balance, with the potential forflexible schedules and telecommuting.

This Human Services Program Supervisor will supervise the Extended Services Section within the ComplaintReview Branch, overseeing Citizen Assistance Specialists who provide assistance to the public regardingcomplex issues and complaints about government services. The supervisor will guide and review caseworkperformed by section staff, act as a liaison for and coordinate programmatic activities relative to theassigned CHFS program area, specifically the Department for Behavioral Health, Developmental and IntellectualDisabilities, Department for Aging and Independent Living, Department for Medicaid Services, and theDepartment for Public Health and ensure section activities align with office standards and priorities. Thesupervisor will also direct research activities, oversee special studies and investigations conducted by thesection, and perform other duties as assigned.

The following tasks will be a part of the position:

• Supervise professional staff conducting Ombudsman complaint investigations.
• Assign and review casework to ensure timely and accurate resolution.
• Monitor program performance through case reports, staff meetings, and onsite reviews.
• Provide expert level guidance to staff and leadership on complex or high-risk complaint matters.
• Interpret and apply laws, statutes, regulations, and policies to investigate complaints involving CHFS,including but not limited to the Office of Inspector General, the Department for Aging and Independent Living,the Department for Public Health, and the Department for Behavioral Health, Developmental and IntellectualDisabilities.
• Prepare work process and task reports and analyze program trends to recommend efficiency improvements.
• Maintain required section records.
• Recommend changes to policy and procedure based on findings and identified gaps in current practice.

Preferred Skills and Abilities:

• Prior supervision experience
• Strong ability to work effectively with all levels of staff
• Strong technical review and research skills
• Strong analytical and organizational skills, as well as intense attention to detail
• The ability to problem-solve through critical and creative thinking
• Initiative to be self-motivated and meet established timeframes.

Minimum Requirements

EDUCATION: Graduate of a college or university with a bachelor's degree

EXPERIENCE, TRAINING, OR SKILLS: Must have three years of professional public relations or public serviceexperience. One year of the required experience must be in a human services field or program.

Substitute EDUCATION for EXPERIENCE: Master's degree in social work, sociology, psychology, nursing, publicadministration, health or related field supplemented by two years of professional public relations, or publicservice experience (one of which must have been in a human services field or program) will substitute for the required experience.

Substitute EXPERIENCE for EDUCATION: Professional experience in directly administering employment and trainingprograms, unemployment insurance, social services, social insurance or health services programs willsubstitute for the required education on a year-for-year basis.

SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.): NONE

Working Condition

Incumbents working in this job title primarily perform duties in an office setting. Minimal travel may berequired. Limited telecommuting options may be available. The agency may terminate or modify any telecommutingarrangement at any time.

Probationary Period

This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111

If you have questions about this advertisement, please contact Angela Shouse at [e-mail] or 502-209-4765

An Equal Opportunity Employer M/F/D