Under direction, supervises staff who serve as primary resource persons for users of various automated public assistance systems within the San Joaquin County Human Services Department; participates in system troubleshooting and help desk functions; and does related or other work as required in accordance with Rule 3, Section 3 of the Civil Service Rules.
CLASS CHARACTERISTICS
An incumbent in this class supervises employees who provide technical assistance, advice and training to eligibility supervisors and other staff regarding various public assistance computer systems including Statewide Automated Welfare System (SAWS), Medi-Cal Eligibility Determination System (MEDS), and related interfacing systems. The incumbent also performs system troubleshooting and is required to apply extensive knowledge of multiple public assistance systems, computer hardware and software applications. In addition to direct supervision of subordinate staff, the Benefits Systems Supervisor may provide functional direction to eligibility and other staff for duties related to automated system utilization. This class is distinguished from Benefits Systems Specialist by its supervisory responsibilities.
TYPICAL DUTIES
Plans, assigns, reviews, directs and evaluates the work of Benefits Systems Specialists and/or other subordinate staff; identifies staff training needs; participates in the selection of staff; initiates disciplinary action as needed; serves as a resource person for staff; may maintain special databases and/or statistical documents.
Supervises and participates in system trouble shooting by answering questions and resolving problems related to the use, application and operation of SAWS, MEDS, and other automated public assistance systems; analyzes problems to determine whether the cause is due to system, software, hardware, user or other error; corrects the problem and/or operational procedure, or refers to an appropriate resource as needed.
Analyzes system data in order to identify problems; researches such problems to determine the appropriate remedial action; coordinates with State central help desk personnel in order to resolve problems; documents and tracks system problems and writes reports on issues; works with programmers, computer vendors, and other personnel to improve system effectiveness.
Researches regulations, procedures and/or technical reference materials as necessary; stays abreast of new statewide automated system procedures; provides management, supervisory, and other staff information regarding updates on system usage, improvements, modifications, maintenance and procedures via meetings or written documents.
Trains various staff on troubleshooting procedures and basic system diagnostics; writes or assists in writing and revising procedures, instructional materials and staff development tools for systems-related training.
Attends meetings and acts as department liaison for County system integration issues; facilitates information sharing with other departments and agencies.
Prepares correspondence, statistical and narrative reports as requested by management; may coordinate and/or participate in special projects.
MINIMUM QUALIFICATIONS
EITHER PATTERN I
Experience: One (1) year as a Benefits Systems Specialist in San Joaquin County within the past three years.
OR PATTERN II
Education: Completion of two years of college with a major emphasis in computer science, business, public administration, psychology, social science, or a related field.
Experience: Three (3) years performing public assistance eligibility assessments requiring multiple program knowledge of AFDC, Food Stamps, and Medi-Cal at a level equivalent or higher than Eligibility Worker II in San Joaquin County service.
Substitution: Additional-qualifying experience may be substituted for the required education on a year-for-year basis.
AND
License: Possession of a valid California Driver’s License.
Special Requirement: Applicants must provide evidence of training and/or user experience with the SAWS public assistance system, and may be required to demonstrate system proficiency and trouble-shooting skills during the selection and/or testing process.
KNOWLEDGE
Principles and practices of employee supervision and training; existing procedures, rules and regulations related to public assistance programs, including grant determination and calculation; work methods and techniques utilized by eligibility staff, including documentation and reporting requirements; the Statewide Automated Welfare System from a user perspective and general application; terminology related computer software, hardware and peripheral equipment; methods of computer system diagnostics, error research and troubleshooting; training methods and techniques; record keeping and reporting methods.
ABILITY
Plan, assign, direct and evaluate the work of others; evaluate and interpret automated information systems from a user perspective; identify, evaluate and research computer system operational problems; make independent judgements and implement changes; gather information and analyze data to establish or identify needs and make recommendations; interpret computer data and evaluate computer system effectiveness; organize, prioritize, schedule and coordinate work flow in order to meet production deadlines; establish and maintain effective working relationships with others; communicate effectively orally and in writing; understand, interpret and apply rules, regulations and legislation applying to public assistance programs; determine the impact of regulatory change on local operations and systems.
PHYSICAL/MENTAL REQUIREMENTS
Mobility-Frequent operation of keyboards; sitting for extended periods; occasional driving may be required; Lifting-Frequently 5 pounds or less; Vision-Corrected vision; frequent reading and close-up work; normal hand-eye coordination; Dexterity-Normal dexterity with frequent writing and repetitive motions; Hearing/Talking-Frequent hearing and talking on the telephone and in person; Emotional/Psychological-Occasional exposure to grief; frequent public contact and decision making; frequent concentration required; Special Conditions-May require occasional overtime, weekend or evening work.
San Joaquin County complies with the Americans with Disabilities Act (ADA) and, upon request, will consider reasonable accommodations to enable individuals with disabilities to perform essential job functions.
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