Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00066286	Description Activated On: 7/8/2026 8:52:29 AM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

The purpose of this position is to direct Income Maintenance operations across multiple County Assistance Offices and District Offices, ensuring consistent delivery of public assistance programs in alignment with state and federal requirements throughout an assigned geographic area of the Commonwealth. To ensure coordinated and effective program delivery, Area Managers exercise initiative and a high degree of independent judgment when developing and implementing policies and services. Employees in this position are responsible for implementing all DHS/OIM-administered programs in conformity with pertinent legislation and the Department of Human Services’ mission by providing leadership, direction, and support in the day-to-day operations of multiple County Assistance Offices (CAOs). Work includes communicating DHS policy and mission, identifying client service needs, planning responses, and evaluating overall effectiveness of Income Maintenance operations in the assigned area.

Work is performed with a high degree of independent judgment under the general administrative direction of the OIM Bureau of Operations Director. Performance is reviewed through conferences, reports, and evaluations of CAO effectiveness and compliance with policy parameters established by the Deputy Secretary for Income Maintenance.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

Responsibilities include directing income maintenance program delivery for multiple CAOs, including eligibility determination, administrative support processes, and coordination with community human services systems. The position ensures implementation and oversight of mandated programs such as Medical Assistance, Supplemental Nutrition Assistance Program (SNAP), Cash Assistance, Low Income Home Energy Assistance Program (LIHEAP), and related initiatives. Additional responsibilities include developing procedures to maximize staff utilization, ensure efficient workflow, and support workforce development; evaluating audits and quality control findings; maintaining operational compliance; and managing relationships as needed with community agencies, Domestic Relations Offices, public officials, and external partners.

Major duties include:
• Planning, organizing, directing, and evaluating Income Maintenance program operations across multiple CAOs.
• Ensuring consistent delivery of eligibility determination and administrative support functions.
• Leading, supervising, and evaluating Executive Directors and Area staff, including managing the selection process and providing ongoing performance management.
• Directing implementation of state and federal mandates and ensuring compliance with program regulations and quality standards.
• Developing operational plans, budget recommendations, staffing plans, and efficiency measures.
• Evaluating CAO performance, analyzing operational data, and preparing reports for OIM leadership.
• Overseeing complaint investigations, audit responses, and the implementation of corrective actions to ensure program integrity.
• Authorizing complement adjustments within the Area allocated complement, reviewing disciplinary actions, and ensuring equal opportunity compliance.
• Communicating and interpreting policies to CAO staff, community organizations, public officials, and other stakeholders.
• Serving as a communication link between CAOs and Headquarters to provide field feedback and support policy implementation.
• Representing the Department at meetings with government officials, human service organizations, and community groups.
• Conducting on site visits to evaluate performance, ensure compliance, and support operational needs.
• Making recommendations regarding overtime requests and facilities, space, and equipment.
• Evaluating and approving COOP procedures for CAOs/DOs, gathering pertinent information to share with DHS leadership when recommending an office closure due to inclement weather or other emergent circumstances.
• Serving as a Delegate for the Bureau Director as necessary.
• Performing other related duties as required.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Employees in this position plan, direct, and make decisions independently. General supervision is provided through group meetings, individual conferences, reports, and administrative reviews. Independent decisions including those related to program operations, policy interpretation, regional resource allocation, regulatory compliance, coordination with Headquarters on operational matters, and implementation of corrective actions. Decisions that involve statewide policy changes, budget ceilings, complement authorization, or issues with cross-bureau impact are referred to the Bureau of Operations Director.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Direct regional Income Maintenance operations across multiple CAOs.
2.	Plan, organize, and evaluate program delivery and operational performance.
3.	Interpret and implement program policies, regulations, and operational guidelines.
4.	Supervise and evaluate Executive Directors and subordinate staff to ensure effective CAO operations.
5.	Ensure CAO compliance with state and federal regulations and implement corrective actions as required.
6.	Communicate effectively with internal and external stakeholders, including preparing correspondence as needed.
7.	Use technology platforms to conduct meetings, exchange information, access reports and support CAO operations.
8.	Represent the Department in meetings with government officials, community organizations, and human service agencies.
9.	Ambulate to conduct on site visits and operational reviews across assigned CAOs.
10.	Travel as required.