Information Supervisor

The role of the Information Supervisor (Info Sup) is to primarily answer eligibility questions from the general public and community partners and handle clients with unassigned cases regarding their public assistance matters in a manner that is dignified, courteous, respectful and culturally sensitive. Below are general responsibilities for Info Sup. Each district office will modify and develop workflows based on each offices operational needs.

Responsibilities

The Information Supervisor may perform the following on any given day, including but not limited to:

• Addresses questions, inquiries, requests and/or complaints from clients.
• Makes determinations of client's circumstances for emergency or urgent appointment scheduling (e.g., client is homeless).
• Client inquiries on cases that are closed more than 30 days, 60 days, and 90 days as appropriate per program policy.
• Contacts EW Supervisors for assigned cases or Tasks.
• Other discretionary actions as warranted by public assistance rules and regulations and/or office policies and procedures.

Note: For any erroneous denials, the client is referred to speak to the authorizing worker or the worker's supervisor.

Schedule

• Information Supervisor coverage is conducted on a rotational basis among all supervisors and/or WOOC. An Information Supervisor monthly calendar is available on the Microsoft Outlook calendar. Information coverage is provided from 8am-5pm. Supervisors are expected to adjust their work shift to provide adequate and continuous information supervisory coverage.
• Any changes in the Information Supervisor coverage after the calendar is disseminated must be shared with clerical managers and leads for adequate informing of the changes.

Related Topics

Common Business Processes Overview