Eligibility Program Manager

ELIGIBILITY PROGRAM MANAGER

THIS IS A TEMPORARY JOB OPPORTUNITY
LOCATED: INDIANA
REPORTS TO: INDIANA PROJECT MANAGER

Position Summary:
The Eligibility Manager oversees the day-to-day operations of the eligibility function for the Program and ensures the effective delivery of eligibility review services in accordance with program requirements and applicable regulations. This role is responsible for managing workflow, supporting staff performance, and ensuring goals and service standards are consistently met.

The Eligibility Manager provides direct oversight, guidance, and support to Eligibility Specialists, including delivering training, reinforcing policies and procedures, and promoting consistent application of eligibility criteria and documentation standards. The Eligibility Manager is also responsible for identifying staff development needs, providing ongoing coaching, and supporting continuous improvement in team performance.

In this role, the Eligibility Manager addresses operational issues that may affect staff productivity or service quality and helps resolve escalated eligibility concerns. Core areas of oversight include review of intake forms, eligibility determinations, award recommendations, agreement finalization, and documentation verification.

The Eligibility Manager is also responsible for identifying workflow bottlenecks, process deficiencies, and compliance risks; coordinating with program leadership; and implementing corrective actions and process improvements to support timely, accurate, and efficient eligibility determinations.

Duties/Responsibilities:
Provide project management oversight and work effectively as part of a team to provide expert services. Specific duties may include: Lead, supervise, and support Eligibility Specialists, Quality Assurance Analysts, and other positions as needed.

• Provide training, coaching, performance feedback, and professional development opportunities to staff.
• Oversee eligibility determinations and appeals to ensure timely, accurate, and compliant processing.
• Monitor team performance, key metrics, and service standards to support operational goals.
• Develop and maintain procedures, job aids, and process improvements to enhance workflow efficiency.
• Conduct quality assurance reviews and address issues related to compliance, accuracy, and performance.
• Serve as an escalation point for complex eligibility, quality assurance, and appeals matters.
• Maintain records related to escalations, complaints, and appeals, and support reporting and trend analysis.
• Collaborate with leadership and cross-functional teams to support program objectives and continuous improvement.
• Ensure a high level of service for applicants.
• Prepare formal staff reports that are clear, concise, and easy to understand.
• Present program or project recommendations and coordinate with management and staff.
• Perform other duties as assigned.

Required Skills and Competencies:

• Excellent organizational skills and attention to detail

• Strong interpersonal, analytical and problem-solving skills

• Demonstrated case management expertise

• Ability to manage project budgets and create meaningful projections for strategic decision-making

• Ability to communicate effectively, verbally and in writing

• Excellent time management skills with a proven ability to meet deadlines

• Ability to work independently and pro-actively identify key steps to complete requested client outcomes.

• Excellent client relations and an understanding of local, state, and federal government structure

• Experience working with federal grant-funded programs

Required Education and Experience:

• Bachelor’s degree in relevant field; AND,

• 5+ years in case management, financial management, accounting, application processing, grant-funded or government programs or related fields

• Proficient in MS Office Suite

• Experience managing a team of professionals a plus

• Experience with federally-funded housing programs a plus

Job Description Disclaimer
This position description incorporates the job's core responsibilities. It recognizes that other related duties not specifically mentioned might also be performed and that not all responsibilities may be carried out depending on operational needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Upon hire, secondary employment and other employment restrictions must be disclosed and approved.

Tidal Basin Holdco, LLC, and its subsidiaries and affiliated companies, which include Tidal Basin Government Consulting, LLC are an Equal Employment Opportunity Employer.

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