PROGRAM ELIGIBILITY SUPERVISOR/EXPERT
Date: Aug 24, 2026
Req ID: 59334
Location:
Batesville, AR, US, 72501
Category: AR DEPT OF HUMAN SERVICES
Anticipated Starting Salary: $57,351.01
Position Number: 22101860
County: Independence
Posting End Date: August 31, 2026
Initial and on-going training is required and may also require in-State travel (day and or night stays).
Requires the ability to multi-task, problem solve and prioritize.
Must be able to escort clients to and from the lobby multiple times a day. Must be able to sit, @type, and talk on the phone for long periods of time.
Requires some standing at the multi-functional device for scanning and copying.
Sufficient interpersonal skills to ensure a positive relationship with clients and coworkers.
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.
DUTY AREA I: CUSTOMER SERVICE
Service Minded - Focuses on helping and serving others; takes the required actions to meet needs effectively and exceed a customer's/client's/vendor's expectations; seeks opportunities to improve the products and/or services to meet customer needs; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
Interprets policies and laws in the absence of precedents to resolve issues and enhance service delivery or coordinates with available resources to interpret policy and laws working closely with Program Eligibility Analysts and the policy unit
Coordinates and integrates the delivery of quality human services through departmental personnel in accordance with DHS Policy 1056
Develops and implements office procedures to enhance the delivery of services of DHS services in the local community and statewide
Receives, investigates, and resolves complaints and inquiries timely from clients across the state and central office or legislative inquiries
Develops and implements methods to improve public access to DHS services and information
Responds to requests for information from public officials timely and professionally
DUTY AREA II: COMMUNICATION
Interpersonal Skills - Communicates well with others and treats others with respect; accepts direction; elicits thorough and thoughtful discussion and questions to accomplish tasks/goal
Develops and implements written training plans for direct reports and subordinate supervisors while fostering a learning environment
Coaches employees effectively, fostering a communication friendly environment
Initiates and responds to verbal and written correspondence and inquiries appropriately and timely
Resolves conflict in the workplace by providing guidance and support
Provides employees with constructive feedback about performance in the workplace regularly
DUTY AREA III: ACCOUNTABILITY
Accountable - Demonstrates responsibility for the consequences of one's own actions and decisions; takes responsibility for decisions and does not shift blame on others.
Follows direction of upper management and disseminates information to staff with a positive attitude
Demonstrates an understanding of agency objectives
Administers and complies with all DHS policies and procedures
Confronts non-performance
Approves time/leave and monitors the use of approved overtime
Administer and monitor compliance of maintaining a 95% timeliness rate and 95% accuracy rate for all SNAP, Health Care, and TEA related case actions.
Duty AREA IV: PROFESSIONALISM
Teamwork - Collaborates with co-workers to further the agency's mission; demonstrates commitment and willingness to work together in finding solutions to complete tasks/goals
Fosters professionalism, cooperation, and teamwork within the staff and with other work units
Assists with projects to enable area/state to meet established goals
Develops and supports professional standards
Acts as CA upon request completing all necessary reports in a timely manner
Supports all colleagues around the state willingly
Integrity and Trust - Demonstrates personal integrity in work product; truthful individual; presents the truth in an appropriate and helpful manner; does not misrepresent facts for personal gain; pursues honesty and adheres to ethical standards
Responds to discrimination complaints with all facts and does not withhold information
Cooperates with Administrative Reviews and maintains confidentiality of the information provided/received in the review
Certifies all required trainings within mandated time frames
Reviews and certifies review of all required DHS policies
Complies with all DHS policies and procedures including administrative and program policies and procedures
Ensures staff compliance with ethical standards, privacy policies, confidentiality policies, security policies, and all other policies protecting sensitive information
DUTY AREA V: WORK PRODUCT
Results Oriented - Identifies actions necessary to achieve task completion and to obtain results; effective problem solver; able to analyze a problem, develop a plan of action considering all relevant factors taking into consideration past decisions and outcomes; seeks appropriate input when uncommon situations arise; displays a practical approach to problem solving; develops creative solutions; streamlines processes or procedures, where applicable
Monitors program accessibility and delivery in SNAP, Health Care, and TEA
Monitors daily reports for SNAP, Health Care, and TEA providing workers a list of priority cases needing to be addressed to ensure goals are met
Develops and implements strategies and/or corrective actions to ensure performance goals are met
Resolves procedurals problems
Ensures monthly performance reviews and annual personnel evaluations are completed timely and accurately for staff in chain of command
Reviews assignments and performance of subordinate staff
Provides policy/procedure interpretation
Administer and monitor compliance: Process SNAP cases with a 95% timeliness rate and a 95% accuracy rate.
Administer and monitor compliance: Process Expedited SNAP applications with a 95% timeliness and accuracy rate.
Administer and monitor compliance: Process changes with a 95% timeliness rate and accuracy rate.
Administer and monitor compliance: Process initial and secondary applications with a 95% timeliness and accuracy rate.
Administer and monitor compliance: Process Renewals and Recertifications with a 95% timeliness and accuracy rate.
Administer and monitor compliance: Process TEA applications with a 95% timeliness and accuracy rate.
Process Combo SNAP/Medicaid/TEA cases with a 95% timeliness and accuracy rate.
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 escalate 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, identifying solutions, and making 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/A 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 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.
Nearest Major Market:Jonesboro
