JOB TITLE: DIRECTOR, BUREAU OF OPERATIONS, OIM

JOB CODE: 43220

DEFINITION: This is highly responsible administrative and managerial work directing the Bureau of Operations in the Department of Human Services (DHS), Office of Income Maintenance (OIM).

The employee in this job is responsible for planning, organizing, directing, and coordinating statewide income maintenance program operations in 67 County Assistance Offices (CAO) as well as Pennsylvania’s statewide Customer Service Centers (CSC) and Processing Centers (PC). Work involves developing policies governing income maintenance program operations and providing leadership and direction in the development and implementation of statewide administrative policies, processes, and procedures for managing, through field area managers, the income maintenance service delivery programs; ensuring compliance with established policies and service delivery standards; identifying needs for operational changes; planning and developing methods for improving service delivery; and reviewing and evaluating the overall effectiveness of CAO, CSC, and PC programs. Work includes interfacing with other bureaus within OIM relative to the coordination, integration, and delivery of income maintenance program services. Work is performed within the framework of governing federal and state policies and regulations; however, the employee is responsible for ensuring effective statewide delivery of income maintenance program services. Supervision is exercised over professional, administrative, and technical staff. Work is performed under the general direction of the Deputy Secretary for Income Maintenance and is reviewed through reports, conferences, evaluation of program effectiveness, and conformity to established policy parameters.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Plans, organizes, directs, implements, and coordinates the methods and procedures for managing the statewide income maintenance program operations.

• Oversees the development and implementation of income maintenance and administrative policies.

• Directs the provision of technical assistance to CAOs, CSCs, and PCs in implementing the administrative processes and operational methods for income maintenance program services delivery.

• Directs area managers in the review of CAO, CSC, and PC performance evaluation reports, various regular and special reports, statistical data, correspondence, and appeals.

• Directs central office functions related to eligibility determination and service delivery for programs such as Disability Advocacy, Supplemental Security Income, Low Income Heating and Energy Assistance, Federal Disaster Assistance, and other special OIM programs.

• Oversees the delivery of a statewide staff development program for OIM.

• Directs the development of operational plans and oversees the application of DHS policies and procedures governing income maintenance program operations on a statewide basis.

• Provides administrative direction to county assistance programs to ensure their objectives and resources are integrated with related community human services programs.

• Directs the review and evaluation of all programs and operations within the scope of OIM, including Cash Assistance, Medical Assistance, the Supplemental Nutrition Assistance Program (SNAP), and the provision of social services under the purview of CAOs.

• Directs the implementation and development of all mandated income maintenance programs to conform with pertinent legislation.

• Confers with local government officials, representatives of public and private assistance groups, departmental program administrators, and other interested groups on the administration and overall effectiveness of income maintenance programs.

• Directs the investigation of complaints and allegations concerning OIM programs and services.

• Prepares or directs the preparation of reports on income maintenance programs, services operations, and problems.

• Meets with elected officials, county administrators, representatives from community human services agencies, community citizen groups, and others to interpret provisions of income maintenance legislation and DHS rules and regulations.

• Advises area managers on program deficiencies, needed improvements, and methods to meet established standards.

• Performs the full range of supervisory duties.

• The employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the provisions, objectives, and goals of legislation and policies applicable to the income maintenance program.

• Knowledge of income maintenance programs, goals, standards, policies, and procedures.

• Knowledge of the principles, dynamics, and structure of community organizations and the public and private resources available to communities.

• Knowledge of individual and group behavior with special emphasis on problems and needs of the economically dependent.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Knowledge of the principles and practices of employee supervision.

• Ability to read, analyze, and interpret policies, procedures, and regulations.

• Ability to analyze and interpret written and numerical information.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Seven years of professional experience in a human services agency, that includes four years of income maintenance experience and two years of supervisory experience; and a master's degree in human services or a related field;

or

• An equivalent combination of experience and training that includes two years of professional supervisory experience in income maintenance.