Job Details

Agency
Dept of Health and Human Services

Division
HEALTH BENEFITS

Job Classification Title
Human Services Program Consultant III (NS)

Position Number
60042775

Grade
NC16

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populationsincluding individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work
The purpose of the OST Representative is to provide oversight of county administration of the Medicaid programs that provide services for all families served at the county level through the NC FAST system and to ensure that all benefits are issued in a timely, accurate, and efficient manner.
Most of the necessary functions are carried out in visits to the County Departments of Social Services, individual conferences with Income Maintenance Program Managers and Supervisors and County DSS Directors or in group meetings. There is also contact with applicants and recipients, with sister agencies and with specific program service providers.

The major functions of the OST program representative include:
1. Management Consultation:
The OST Representative is a management consultant to DSS supervisors and directors.
Performance of this function may result from county requests or from
observations that help is needed in making management decisions. This function may be performed in a broad, in-depth activity, such as an administrative review, or in a brief discussion during a county's management team meeting. In performing this function, the OST Representative must have identified program needs and must understand the county's department organizational structure if the staff allocation is an issue. To assess staffing needs, the OST Representative uses the human resources methodology for calculating needs based on workload. If making recommendations for changes, the OST Representative uses knowledge of personnel classification requirements, successful management and practices observed in other agencies or in the OST Representative's own experience.
The OST Representative must advise counties on problem solving, e.g. to prioritize work, as well as ways to restructure work assignments when additional staff is needed but impossible to obtain. Another issue that frequently arises is that of employee performance problems. The OST Representative must advise county staff when it is evident that help is needed in dealing with poor employee performance.
The OST Representative is involved with the director and his/her management team in planning for the impact of changing community needs and program growth. For example, this occurs when implementing policies that expand coverage during a period of economic decline.
When dealing with management concerns, the OST Representative may conduct a joint meeting with various staff across all programs to promote better internal communication patterns.
The OST Representative teaches and reinforces supervisory skills by such methods as individual consultation, cluster meetings with other county supervisors, or formal training presentations (Interaction Management, etc.)

2. Ensuring program compliance and promoting program improvement:
The OST Representative has state supervisory responsibility for ensuring that county staff correctly understand and apply all programs' manual policy. Many tasks are involved in this responsibility, including reviewing and enhancing policy in draft stage, interpreting and clarifying new policy during county visits, reviewing current policy with county staff as a result of a county request or of the OST Representative's discovery of the need to do remedial county specific training. This discovery may be from error reports, recipient or provider complaints or the evident misunderstanding shown based on questions posed by county staff. In addition to manual material for program eligibility criteria, Administrative Letters, directives, and memos are reviewed with county staff to ensure that other facets of all programs are properly handled. NC FAST system procedures and functions are also reviewed to ensure proper and timely data entry, use of reports, etc. The OST Representative must have the ability to analyze reports and identify problems and areas of concern.
When problems are identified in any area, the OST Representative is responsible for the development of a corrective action plan with the county. The plan may include training, as well as internal procedural changes. The OST Representative is responsible for monitoring and evaluating the corrective action plan and providing feedback to the county regarding performance.

3. Training:
The OST Representative has the responsibility for identifying, coordinating, and delivering needed training in policy across programs and NC FAST procedures and functions, supervisory skills, resource management methodology, customer service principles, interviewing skills, etc.
The tasks involved in training include evaluation of training needs; development of training materials, such as case examples and tests; presentation of training in classroom type session allowing input and questions from the participants, and evaluation of the training.

4. Ensuring compliance with application and recertification processing standards:
Failure to comply with application and recertification processing standards that enforce federal processing time standards will place the state at risk of losing federal funding for non-compliance. The OST Representative is responsible for monitoring county performance monthly and assuring that corrective action is taken as needed to bring counties into compliance with processing standards.

5. Other functions and tasks:
The OST Representative has responsibilities related to administration of all Medicaid programs at the state level. Information such as frequent misunderstanding of an unclear policy, or county barriers to successful implementation of a new procedure can be valuable in planning at the state level.
The OST Representative must occasionally make presentations to County DSS Boards and County Commissioners in an effort to keep them informed of program needs and mandates. The OST Representative works with service providers when communication problems arise between the provider and the county department of social services.
The OST Representative performs many other tasks in the successful performance of required responsibilities: hours of studying policy material and updating reference books are required every month. The OST Representative is required to complete a large amount of written material including, but not limited to county visit and activity reports, activity summaries, letters to directors of social services departments, and other correspondence as assigned. The OST Representative may also be required to meet with representatives for other programs. In addition, there is a work plan that must be followed.
The OST Representative must assist with resolving Medicaid Help Center tickets in Service Now for Medicaid beneficiaries/members who have a disruption of services.

Oversight of County Administration of NC FAST System Technology:
The purpose of the OST Representative regarding the NC FAST System is to provide onsite system support and guidance on the NC FAST case management system to staff within the Department of Health and Human Services and to county departments of social services staff statewide. Employee must have or be willing to receive NC FAST training in order to provide assistance to new NC FAST users in system navigation, troubleshooting individual cases, and analyzing problems encountered by users as they learn to successfully use NC FAST to complete the work of determining eligibility for economic benefit programs. Assistance may be provided to staff at all levels of agencies that oversee and administer Medicaid programs through the NC FAST system. This position may also be called upon to assist with Help Desk support and/or support classroom training activities.
Duties include communicating with and engaging staff, assisting with development of strategies to reinforce practical application of new skills for navigating and successfully working in NC FAST, assessing readiness and proficiency of users, and communicating with project staff to enact plans for achieving proficiency in using the NC FAST system. Duties also include tracking progress and measuring increased success by users. This position may analyze trends in user issues that may indicate gaps in training needs and provides feedback on areas where new users have the greatest difficulty to ensure end user comprehension and overall continuous improvement.

Special Projects or Other Duties as Assigned:
As special projects are developed, and various needs arise this position may be assigned additional duties.

Knowledge Skills and Abilities/Management Preferences
Salary Grade Range $57,983 - $101,470
Recruitment Range $57,983 - $74,939

**Position is Fully Remote**

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Thorough understanding of management and communications skills, resource management principles, supervisory skills, and coaching techniques are required for the Medicaid OST Representative position.
• Knowledge of how Medicaid programs and services are financed to advise counties in management strategies is essential.
• Must have the ability to use mediation and arbitration strategies to resolve issues and concerns within the county departments and between the counties and other agencies. The OST Representative position requires a high level of accuracy and concentration due to the impact on applicants and recipients of Medicaid program benefits in the assigned counties.
• Must have an understanding of adult learning principles. To transfer knowledge, information, and skills training the OST Representative must have well developed verbal and written communications skills.
• Must have a working knowledge of Medicaid program policies, regulations and other aspects of the programs are essential.

Posting closes at 11:59 p.m. the night before the closing date

Position is funded in part through federal funds

About the NC Division of Health Benefits:
The Division of Health Benefits (DHB) within NCDHHS is committed to advancing innovative solutions that improve health, promote well-being and foster independence for all North Carolinians. DHB manages and oversees North Carolina Medicaid and other programs that provide access to services and supports for parents, children, seniors, people with intellectual / developmental disabilities, and behavioral health, substance use and traumatic brain injury disorders. With a budget over $27 billion in state and federal funds per fiscal year, DHB ensures that more than 108,000 enrolled providers are reimbursed for delivering covered services to 3.1 million beneficiaries.

Compensation & Benefits:
The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Visit website for State Benefits

Supplemental and Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS:

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor's Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process
Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.
• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM the night BEFORE the closing date.
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service, please visit the NACES membership website at

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations and cover letters may be uploaded with your application.

Veterans' and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person Substance Abuse Professional Practice Board, etc.) indicated below.

CONTACT INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition at ...@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application.

Minimum Education and Experience

Some state job postings say you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Master's degree in a discipline relative to the program from an appropriately accredited institution and four years of related experience; or Bachelor's degree in a discipline relative to the program area from an appropriately accredited institution and six years of related experience; or an equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:
Tandrea Lanae Jones

Email:

...@dhhs.nc.gov