Job Description

Introduction
Are you a current Department of Social Services (DSS) employee seeking your next opportunity? If this sounds like you, we encourage you to check out this exciting opportunity to join our team!
The , Department of Social Services ( ) is seeking three (3) to support our agency. The Eligibility Contact Center (Tier 1) will be the first point of contact for our clients. We are a professional, fast-paced team answering a high-volume of calls related to a variety of questions such as general information, program status, status of submitted documents via phone. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources either within DSS or to external teams.
As a Tier 1 Eligibility Services Supervisor you will:

• Assist with onboarding and training new SSA's.
• Work closely with the agents to help support, coach, mentor and motivate them through conversations with the clients in a professional manner.
• Assist the agent with difficult, unusual and/or complex case resolution, there may be times when the call needs to be taken over to resolve.
• Monitor and help the team adhere to standard service level KPI's in a high-volume contact center such as:
• Average Speed to Answer (ASA)
• Average Talk Time (ACD)
• Average After Call Work (ACW)
• Average calls per hour
• Adherence to scheduled breaks and lunches
• Additional training will be provided for the VoiceCT Phone system reporting.
• Engage your team in weekly team meetings.
• Perform 1 on 1 coaching sessions (minimal 1 per month, additional as needed) to provide feedback of all types.
• Perform probationary and annual performance appraisals.
• Create a positive and productive work environment, provide motivation, and facilitate team meetings to share updates and discuss performance.
• Teamwork, together we will work as team to support each other, (agents, supervisors, and manager).

POSITION HIGHLIGHTS

• LOCATION: Hartford, CT
• SHIFT: First (full time | 40 hours per week) | Hybrid
• SCHEDULE: Monday - Friday 8:00 am - 4:30 pm or 8:30 am - 5:00 pm
• NOTE: You must be a current DSS employee to be considered. Please see selection plan for additional details.

WHAT WE CAN OFFER YOU - As a current agency employee, you will receive the same excellent benefits you are already accustom to.

• Visit our

page! * Professional growth and development opportunities.

• A healthy

to all employees.
DISCOVER THE OPPORTUNITY TO

• Engage in a rewarding career
• Make a difference in the public sector
• Work together in a collaborative team environment

MORE ABOUT US
DSS delivers and funds a wide range of programs and services as Connecticut's multi-faceted health and human services agency. DSS serves about 1 million residents of all ages in all 169 Connecticut cities and towns. We support the basic needs of children, families, older and other adults, including persons with disabilities. Services are delivered through 12 field offices, central administration, and online and phone access options.
START WITH US. STAY WITH US. GROW WITH US.
Selection Plan
IMPORTANT: In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application.
FOR ASSISTANCE IN APPLYING:
Check out our ! Need more resources? Visit our for additional support throughout the recruitment process.
BEFORE YOU APPLY:

• Meet Minimum Qualifications: Ensure you meet the Minimum Qualifications listed on the job opening by the job closing date. You must specify your qualifications on your application. The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.
• Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below by the closing date listed on the job posting.
• Resume Policy: Per

, resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency. * Preferred Shift/Location: Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.

• Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State. Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing

. * Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.

• Note: The only way to apply to this posting is via the 'Apply' or 'Apply Online' buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY:

• Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire's expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).
• Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful

to make the best impression! * Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks.

• The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
• Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at

.
QUESTIONS? WE'RE HERE TO HELP:
Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Pamela Rochette at .
Join the State of Connecticut and take your next career step with confidence!
PURPOSE OF JOB CLASS (NATURE OF WORK)
In the Departments of Children and Families and Social Services this class is accountable for supervising a unit engaged in providing eligibility and/or other services to clients of the department's various assistance programs.
EXAMPLES OF DUTIES

• Schedules, assigns, oversees and reviews work of staff;
• Provides staff training and assistance including identifying, planning and implementing training;
• Conducts performance evaluations;
• Determines priorities and plans unit work;
• Establishes and maintains unit procedures;
• Develops or makes recommendations on development of policies and standards;
• Acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures;
• Prepares reports and correspondence;
• Consults with and directs staff in difficult, unusual and/or complex case resolution;
• Implements personnel policies and procedures;
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Considerable knowledge of

• and ability to interpret and apply relevant agency policies and procedures;
• and ability to interpret and apply relevant state and federal laws, statutes and regulations;
• available community support and social services resources;
• Eligibility Management System;
• Knowledge of personnel policies;
• Considerable

• interpersonal skills;
• oral and written communication skills;
• Supervisory ability.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
Seven (7) years of experience in the determination of client eligibility for public assistance.
MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE
One (1) year of the General Experience must have been acting as a working supervisor or a policy specialist in the provision of eligibility services to clients.
NOTE: For state employees this experience is interpreted at the level of an Eligibility Services Specialist.
MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
• A Master's degree in a closely related area may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

• Experience working with available community support and social services resources.
• Experience working with the ImpaCT, AhCT, and other operational systems.
• Experience with effectively supporting eligibility staff with varying challenges and needs.
• Experience with assisting your supervisor with delegating, reviewing, and monitoring work assignments.
• Experience with sharing ideas and providing feedback to assist in developing improved procedures to address office operational needs.
• Experience communicating effectively across all levels of an organization, including both internal and external partners.
• Experience with Generalist Programs including Supplemental Nutrition Assistance Program (SNAP), Cash, Medical and AhCT state administered programs.
• Experience with providing training and support to staff on generalist programs

Conclusion
AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER
The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.
ACKNOWLEDGEMENT
As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.

Skills Required