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Field Office Supervisor/Expert
The Field Office Supervisor oversees the daily operations of a state program field office, ensuring the effective implementation of state-administered services. This role is responsible for supervising staff, monitoring program compliance, and ensuring high-quality customer service. The ideal candidate will possess strong leadership, problem-solving, and communication skills to guide team members and facilitate efficient service delivery.
Class Code:
PPE01P
Job Grade:
SGS07
Special Job Requirements:
Typical Functions:
The assignment of supervisory duties is determined by the hiring agency’s operational needs. Non-supervisory roles will serve as senior technical experts. Oversee daily operations of the field office to ensure program effectiveness and compliance with policies. Supervise and coordinate the processing of applications, eligibility determinations, and case management activities. Monitor and enforce program policies, regulations, and procedures in accordance with state and federal guidelines. Assist in resolving complex cases and providing guidance on program eligibility and benefits. Directly supervise program staff, administrative personnel, and field workers. Address client concerns, escalated cases, and appeals in a timely and effective manner. Monitor program compliance, reporting requirements, and documentation standards. Conduct quality control reviews to identify areas for improvement and policy adherence. Ensure confidentiality and security of sensitive applicant data. Maintain and oversee accurate records of program activities, eligibility cases, and service trends. Prepare reports and documentation for agency leadership, audits, and policy reviews. Utilize data analysis tools to track field office performance and identify service gaps.
Knowledge, Abilities, and Skills:
Strong ability to interpret and apply program policies, laws, and regulations. Experience in data analysis and reporting to assess program performance. Strong verbal and written communication skills for interacting with applicants, staff, and community stakeholders. Ability to resolve disputes, address client concerns, and make sound decisions in complex situations. Ability to prioritize multiple tasks, meet deadlines, and ensure workflow efficiency. Ability to navigate policy changes, work under pressure, and adapt to evolving program requirements.
Minimum Qualifications:
At least three years of experience in program administration, case management, customer service, government services, 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.
Required Certificates:
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.
Exempt:
N