Job Description

Posting number: 00063

Department: Social Services

Job classification: INCOME MAINTENANCE CASEWORKER III - FNS / NCFAST

Posting type: Open

Categories: Social Services

Summary

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Make an impact where it matters most! As an Income Maintenance Caseworker III Quality Assurance team member, you’ll play a vital role in ensuring that Food and Nutrition Services are delivered accurately, efficiently, and with the highest level of quality. You’ll use your attention to detail, analytical skills, and commitment to excellence to review work, identify opportunities for improvement, and help strengthen processes that directly support both staff and families in need.

This is an exciting opportunity to be more than a quality reviewer - you’ll be a champion for accuracy, consistency, and continuous improvement. By partnering with colleagues, sharing insights, and helping ensure program standards are met, you’ll contribute to a team that makes a meaningful difference in the community every day.

All DSS positions are subject to reallocation contingent upon funding, agency needs and client population and are subject to perform work during emergency or disaster situations as required and may be required to staff shelter overnight.

Examples of duties

• The primary purpose of the Quality Assurance Analyst is to perform quality assurance work to ensure compliance with all state and federal regulations related to providing customers with public assistance.
• Conduct case reviews for accuracy, timeliness, and compliance with FNS policy and procedures.
• Provide feedback to caseworkers and supervisors regarding case errors, discrepancies, or policy concerns.
• Track and document findings in accordance with state and county reporting requirements.
• Work directly with the agency’s Quality Assurance Supervisor and Agency policy trainers to discuss any training needs to prevent agency errors moving forward.
• Collaborate with caseworkers, supervisors, and trainers to ensure staff have the necessary tools and guidance to improve accuracy.
• Maintain accurate and confidential records of all case reviews and findings.
• Assist with state or federal quality control reviews, audits, and corrective action plans as needed.
• Maintain awareness of policy changes across all public assistance programs with Economic Services.
• Participate in training, staff meetings, and policy updates to remain current with Food and Nutrition regulations and NCFAST system requirements.
• Support agency goals of improving program accuracy, reducing error rates, and ensuring program integrity.
• Other duties as assigned to support the work of the Food and Nutrition program and Economic Services division.

Qualifications

Graduation from a four-year college/university; or graduation from an accredited associate degree program in Human Services Technology, Social Services Associate, Business Administration, or a closely related curriculum; or graduation from high school with three years of paraprofessional, clerical, or other public contact experience which includes negotiating, interviewing, explaining information, the gathering and compiling of data, the analysis of data and/or the performance of mathematical or legal tasks; or graduation from high school and two years of paraprofessional, clerical or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks with at least one year of such experience being in an income maintenance program; or an equivalent combination of training and experience.

To qualify for the Income Maintenance Caseworker III position, in addition to the experience noted above, the candidate must have at least two years of additional experience as an Income Maintenance Caseworker, preferably within Food and Nutrition Services.

Computer Skills: Prior experience with Microsoft Windows suite of products.

License/Credentials: Possession of a valid NC driver's license.

Supplemental information

• Thorough knowledge of Food and Nutrition Services.
• Thorough knowledge of NCFAST.
• Thorough knowledge of applicable federal and state laws, policies and eligibility systems.
• Considerable knowledge of the agency's organizational rules, policies, and procedures.
• Ability to coach and mentor staff with patience and clarity.
• Strong analytical, problem solving, and decision-making skills.
• Strong organizational and time management abilities.
• Good mathematical reasoning and computational skills.
• Ability to maintain effective working relationships with other employees and the general public.
• Ability to present information orally or in written form.

COMPETENCY STATEMENTS:

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Advocacy - Taking action to represent and advance interests of others by presenting facts and details.
• Analytical Thinking - Ability to give thought and consideration to data for a logical judgment to be made.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Concentration, Ability to concentrate on tasks through many distractions.
• Conflict Management - Ability to be objective and empathic while maintaining self-composure and control of the conversation ensuring proper handling of all comments.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Investigative - Ability to inquire intensively into and seeking to expose a malpractice or controversial issue.
• Judgment – Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
• Leadership – Ability to mobilize people, create vision and strategy and uphold integrity in assigned work.
• Multi-tasker – Ability to multi-task in a fast-paced environment.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Safety-Minded – Creating a safe work environment; managing risks; reducing exposure liabilities.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

PHYSICAL DEMANDS:

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)

Stand F

Walk O

Sit F

Manually Manipulate F

Reach Outward O

Reach Above Shoulder O

Climb O

Crawl N

Squat or Kneel O

Bend O

Talk/Hear C

Lift/Carry

10 lbs. or less O

11-20 lbs. O

21-50 lbs. O

51-100 lbs. N

Over 100 lbs. N

Push/Pull

12 lbs. or less O

13-25 lbs. O

26-40 lbs. O

41-100 lbs. O

See C

Taste/Smell N

Other Physical Requirements

Vision (Near, Distance, Peripheral)

Work Environment

Standard office setting. Employees can be subject to working with agitated clients, heavy workloads and compressed time frames.