Telephony Supervisor

Maine, ME USA | Community & Social Services | Full-time

Apply by: July 8, 2024

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Department of Health and Human Services (DHHS)Family Independence Unit SupervisorOpening Date:June 21, 2024Closing Date: July 8, 2024Job Class Code:5063

Grade: 24 (Supervisory)

Salary:$52,998.40-$72,321.60

There will be a 3% across the board general salary increase effective June 30th, 2024.

Position Number: 02022-0401Location: Augusta, Bangor, Caribou, Lewiston, or Portland

This is open to current State of Maine employees with promotional status within the Department of Health and Human Services

Core Responsibilities:

This is supervisory responsibility in overseeing day-to-day operations of OFI’s telephony system and its assigned staff. Responsibilities include:

• Responsible for being aware of, and immediately reporting any widespread call queue issues to Leadership.

• Monitor and adjusting primary skill assignments as necessary.

• Evaluate information and coordinate with our call center and regional supervisors to monitor staff working the call queue.

• Review and analyze information for accuracy; identify inconsistencies.

• Accurately enter data into an automated system and ensure accurate eligibility results.

• Communicate verbally and in writing with clients, co-workers, and other agencies.

• Set staff expectations and measure staff performance through use of established metrics.

• Develop and adjust telephony systems to assist in better service.

• Assign and adjust workloads and staffing patterns.

• Other duties may be assigned.

Minimum Qualifications:

To qualify, you must have a Bachelor’s Degree in Public or Business Administration, Social Work, one of the social sciences, or a related field AND two (2) years’ experience in a business or social services setting providing direct assistance to groups or individuals or deciding client eligibility for eligibility determinations, claims resolutions, transaction processing, insurance coverage and/or customer service requests. Equivalent related experience may be substituted for education on a year-for-year basis. Supplemental questions are to be addressed and included with the cover letter.

SUPPLEMENTAL QUALIFICATIONS QUESTIONS: In order to properly evaluate your experience, please respond to the following performance areas in a cover letter:

PERFORMANCE AREA #1: Briefly summarize your knowledge of public assistance programs, commenting on the breadth of your experience with these programs.

PERFORMANCE AREA #2: Please highlight those aspects of your background which best demonstrate your knowledge of supervisory principles, practices and techniques.

PERFORMANCE AREA #3: Please describe past experiences that demonstrate your ability to manage and motivate employees.

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.

Agency information:

TheDepartment of Health and Human Services (https://www.maine.gov/dhhs/) (DHHS) is dedicated to promoting health, safety, resilience, and opportunity for Maine people. The Department provides health and social services to approximately a third of the State's population, including children, families, older Mainers, and individuals with disabilities, mental illness, and substance use disorders. The Department also promotes public health, operates two state psychiatric hospitals, and provides oversight to health care providers.

The Office for Family Independence is responsible for administration of eligibility determination for a number of programs, including MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement and Child Support.

Application Information:

Please submit all documents or files in PDF format.

For additional information about this position please contact Marcus Hatch, Recruitment & Retention Specialist at (207) 890-6810 or by email at Marcus.Hatch@Maine.gov.

To request a paper application, please contact Ashley Smith atAshley.Smith@maine.gov . To apply, please upload a resume, cover letter, and transcript (transcript needed only if education is used to meet the minimum qualifications).

To request a paper application, please contactAshley.Smith@Maine.gov (Ashley.Vigue@Maine.gov) .

Benefits of working for the State of Maine:

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

• Work-Life Fit – Rest is essential. Take time for yourself using 13 paid holidays , 12 days of sick leave , and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.

• Health Insurance Coverage – The State of Maine pays 85%-100% of employee-only premiums ($10,523.28-$12,380.40 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.

• Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($350.40 annual value).

• Retirement Plan – The State contributes the equivalent of 13.41% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

• Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including fathers and adoptive parents—receivesix weeks of fully paid parental leave. Additional, unpaid leave may also be available, under the Family and Medical Leave Act .

  State employees are eligible for an extensive and highly competitive benefits package (https://www.maine.gov/bhr/state-jobs/compensation-benefits) , covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness (https://www.maine.gov/bhr/oeh/) .

  Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for part-time employment.

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

If you’re looking for a great next step, and want to feel good about what you do, we’d love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.