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Program Eligibility Manager
The Program Eligibility Manager is responsible for overseeing the administration and implementation of eligibility determination processes for public assistance programs such as Medicaid, SNAP, TANF, or other state-administered services. This role ensures that staff consistently apply state and federal regulations to determine program eligibility and that services are delivered in a timely, accurate, and customer-centered manner. The position provides strategic oversight, staff supervision, quality assurance, and process improvement leadership.
Class Code:
PPE05C
Job Grade:
SGS09
Special Job Requirements:
Typical Functions:
Manage the day-to-day operations of program eligibility teams and activities across assigned offices, districts, or programs. Interpret and apply state and federal regulations to eligibility processes to ensure compliance and consistency. Supervise frontline eligibility specialists, caseworkers, and support staff; provide training, guidance, and performance evaluations. Monitor and improve processing timelines, accuracy rates, and client satisfaction metrics. Collaborate with IT teams and data systems (e.g., ARIES, ACES, or similar) to improve workflows and troubleshoot eligibility system issues. Coordinate with internal stakeholders, community partners, and other state agencies to streamline eligibility determinations and referrals. Serve as a subject matter expert and escalation point for complex eligibility cases or appeals. Develop and implement policies, procedures, and training manuals to guide staff performance. Analyze caseload trends, program changes, and operational challenges to recommend improvements. Ensure documentation practices meet audit standards and confidentiality requirements (e.g., HIPAA, state statutes). Represent the agency or division in meetings, audits, hearings, and inter-agency collaborations.
Knowledge, Abilities, and Skills:
Knowledge of federal and Arkansas-specific eligibility rules for public benefit programs (Medicaid, SNAP, TANF, etc.). Knowledge of state systems and eligibility platforms such as ARIES, ACES, or legacy databases. Knowledge of applicable laws and guidelines, including the Code of Federal Regulations (CFR) and Arkansas state policy manuals. Knowledge of case management principles and social service delivery frameworks. Knowledge of budgeting and resource allocation in a government context. Knowledge of personnel management and supervision in a union or civil service environment. Skilled in supervising, coaching, and mentoring large teams. Skilled in reviewing complex eligibility determinations and resolving discrepancies. Skilled in managing large data sets and utilizing performance dashboards or reporting tools. Skilled in time management and process optimization. Skilled in delivering policy and system training to diverse staff. Skilled in communicating effectively with a wide variety of stakeholders. Ability to interpret technical policy language and translate it into actionable procedures. Ability to lead quality assurance initiatives and monitor compliance. Ability to maintain confidentiality and ethical decision-making in all eligibility matters. Ability to manage competing priorities in high-volume environments. Ability to respond professionally to complaints, appeals, and audit findings.
Minimum Qualifications:
At least four (4) years of progressively more responsible experience in public benefits, program eligibility, case management, or social services, with at least two years in a leadership role.
Required Certificates:
None. 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:
E