DFR Manager of Eligibility Systems

A Day in the Life:

The essential functions of this role are as follows:

• Review system alerts, emails, and escalated issues from DFR Eligibility Systems SMEs to identify risks or functionality concerns.
• Meet with SMEs, policy staff, operations leadership, and technical partners to gather updates on system performance and eligibility processes.
• Represent DFR business needs in project meetings involving system enhancements, maintenance, and cross‑agency technology initiatives.
• Analyze policy changes and operational updates to determine necessary system adjustments or workflow impacts.
• Provide direction, guidance, and recommendations to Business System Consultants
• Serve as the central point of escalation for complex eligibility system issues, reporting risks and status updates to DFR leadership.
• Review and evaluate business processes to improve efficiency, accuracy, and timeliness of benefit delivery.
• Prepare findings, recommendations, and system improvement updates for the DFR Executive Team.
• Provide daily coaching and oversight to four Program Director 1 employees
• Communicate with partners across FSSA divisions, state agencies, contractors, and advocacy groups to ensure alignment and support.
• Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
• Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.  Ensure work adheres to quality standards, deadlines, and proper procedures.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following: 

• Deep knowledge of DFR programs, systems, and policies, including strong understanding of SNAP, TANF, and Health Coverage eligibility requirements; and extensive familiarity with multiple FSSA computer systems used in eligibility determinations.
• Strong analytical and problem‑solving skills to evaluate complex system issues, interpret policy changes, and make sound, timely recommendations.
• Ability to manage and lead subject matter experts, including supervising multiple employees and providing direction, coaching, and oversight.
• Comfort with high‑volume communication, including responding to frequent requests for information, managing escalations, and maintaining clear, professional communication with internal and external partners.
• Strong project coordination skills, with the ability to participate in and represent DFR in ongoing system enhancement and maintenance efforts, multi‑agency meetings, and vendor interactions.
• Solid understanding of State and Federal rules, regulations, and procedures, and the ability to ensure system and process decisions align with compliance expectations.
• Capacity to anticipate problems and initiate corrective actions, including assessing risks, identifying gaps, and driving solutions.
• Effective collaboration skills, working with a broad range of partners: policy staff, operations teams, training teams, executives, vendors, contractors, and advocacy groups.
• Ability to evaluate business processes and identify opportunities to improve efficiency, accuracy, and operational performance.
• Strong communication (written and verbal), including the ability to clearly document findings, communicate system impacts, and present recommendations to the DFR Executive Team.
• Comfort working in a dynamic, high‑complexity environment, handling multiple projects, frequent changes, and daily technical or operational challenges
• Commitment to maintaining positive working relationships with local, state, and federal partners, as well as internal teams and service providers
• Readiness for statewide travel, as needed for meetings, collaboration, or field support.
• Ability to delegate work, set clear direction, and manage workflow. 
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skill sets.

A degree is not required.  However, at least 5 + years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.  Completion of relevant education degree(s) may substitute for equivalent years of experience.

Individuals should have the ability to perform essential functions with or without accomodations.

Supervisory Responsibilities/Direct Reports:

Difficulty of Work:

Your work is broad in scope involving many complex program elements which require critical and administrative analytical abilities. Your work assignments involve the development of new programs and procedures and an assessment and recommendation on whether to implement those already established. Guidelines are established but require broad interpretation and judgment in application and implementation.