PROGRAM ELIGIBILITY SUPERVISOR/EXPERT

State of Arkansas; Little Rock, Northern (AR, KY); Hybrid; USD 57,000 - 85,000; Full time

Benefits offered by this job

Pension

Maternity leave

Paid state holidays

Job summary

The State of Arkansas seeks a Program Eligibility Supervisor/Expert to oversee daily eligibility staff operations, ensure accurate determinations for state programs, and lead a team delivering high-quality customer service to Arkansas residents. Responsibilities include supervising staff, ensuring compliance with regulations, developing efficiency strategies, and producing performance reports.

A Bachelor's degree and relevant experience are required, with opportunities for substitution per

Qualifications

• Bachelor’s degree in psychology, sociology, social work, business, public administration, or related field, plus three (3) years of experience in social or community service work.
• Two (2) years of supervisory or leadership capacity.
• Other job-related education and/or experience may be substituted for all or part of these basic requirements, except for certification or licensure requirements, upon approval.

Responsibilities

• Supervise, train, and support a team of eligibility specialists, caseworkers, or analysts.
• Ensure compliance with state and federal regulations, policies, and procedures related to program eligibility.
• Develop and implement strategies to improve team efficiency, accuracy, and productivity.
• Oversee the review and processing of program applications and eligibility determinations.
• Ensure accurate and timely case decisions based on program policies and applicant qualifications.
• Monitor case documentation, reporting, and record-keeping for accuracy and compliance.
• Conduct quality assurance reviews and audits to identify and correct errors.
• Address complex eligibility issues and escape cases requiring higher-level review.
• Resolve customer complaints and inquiries in a professional and timely manner.
• Analyze trends in program applications, eligibility approvals, and error rates to improve operations.
• Prepare reports on program performance, caseload statistics, and compliance findings.

Skills

Leadership

Policy compliance

Data analysis

Communication skills

Case management

Time management

Problem solving

Education

Bachelor's degree in psychology, sociology, social work, business, public administration, or related field

Job description

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Position Number: 22098286
County: Pulaski
Posting End Date: September 16, 2026

The Department of Human Services (DHS) Program Eligibility Supervisor/Expert is responsible for coordinating departmental operations within a county facility. This position is governed by state and federal laws and agency/institution policy.

Preferred Qualifications:

The formal education equivalent of a bachelor's degree in psychology, sociology, social work, business, public administration, or a related field, plus three (3) years of experience in social or community service work, including two (2) years in a supervisory or leadership capacity. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB-RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.

Position Information

Job Series: Program Eligibility - Career Path

Classification: Program Eligibility Supervisor/Expert

Class Code: PPE04P

Pay Grade: SGS07

Salary Range: $57,351 - $84,879

Job Summary

The Program Eligibility Supervisor/Expert is responsible for overseeing the daily operations of program eligibility staff, ensuring accurate and efficient eligibility determinations for state-administered assistance programs, and for reviewing, verifying, and determining applicant eligibility for state-administered programs. This position provides leadership, guidance, and support to a team responsible for processing applications, reviewing eligibility cases, and delivering high-quality customer service to Arkansas residents.

Primary Responsibilities

The assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts.Supervise, train, and support a team of eligibility specialists, caseworkers, or analysts.Ensure compliance with state and federal regulations, policies, and procedures related to program eligibility.Develop and implement strategies to improve team efficiency, accuracy, and productivity.Oversee the review and processing of program applications and eligibility determinations.Ensure accurate and timely case decisions based on program policies and applicant qualifications.Monitor case documentation, reporting, and record-keeping for accuracy and compliance.Conduct quality assurance reviews and audits to identify and correct errors.Address complex eligibility issues and escape cases requiring higher-level review.Resolve customer complaints and inquiries in a professional and timely manner.Analyze trends in program applications, eligibility approvals, and error rates to improve operations.Prepare reports on program performance, caseload statistics, and compliance findings.

Knowledge and Skills

Strong understanding of eligibility determination processes, regulations, and case management.Ability to analyze complex cases, apply policies, and make informed decisions.Proficiency in data entry, reporting systems, and case management software.Skilled in analyzing issues, identify solutions, and make sound judgments.Excellent verbal and written communication skills for interacting with staff, applicants, and agency officials.Ability to prioritize multiple tasks, meet deadlines, and manage caseloads effectively.

Minimum Qualifications

At least three years of experience in eligibility determination, case management, social service administration, or a related field including one year in a leadership capacity.

Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.

Licensure/Certifications

N/AOTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.