Benefit Programs Manager

Supervises Benefits staff, including two Training Specialists and the Appeals team; establishes priorities, work plans, performance expectations, and accountability.

Leads quality assurance and continuous improvement, including case reviews, performance measures, data analysis, corrective actions, improvement initiatives, and workgroups.

Manages audit and compliance activities, including coordination of state, federal, and external audits; preparation and documentation; responses and corrective actions; and follow-up to prevent recurring deficiencies.

Directs Benefits onboarding, training, competency assessment, and professional development, coordinating with trainers, new employees, supervisors, and program leadership to ensure consistency and effectiveness while building organizational capacity.

Uses audit findings, case reviews, policy changes, and performance data to identify training and operational needs and evaluate results.

Leads development and implementation of policies, procedures, SOPs, workflows, quality controls, and process improvements required by federal, state, and local requirements.

Develops tools, dashboards, and other resources to improve accountability, consistency, and performance.

Oversees confidential records redaction and release to ensure compliance with privacy, records management, FOIA, litigation, and audit requirements.

Participate in unit, division, agency & community meetings related to the work of the Department

Participate in shelter team operations during emergency response activations

We’re looking for:

Strong people leadership — coaches, develops, and holds staff accountable.

Quality and compliance focus — uses data and reviews to identify and address issues.

Training and development skills — builds effective onboarding and staff competency.

Continuous improvement mindset — turns problems into practical solutions.

Strong communication and collaboration — works effectively across teams and with partners.

Organized and adaptable — manages competing priorities while maintaining quality and timeliness.