INCOME MAINTENANCE CASEWORKER III - Energy/Reception Lead worker

Salary : $47,498.00 Annually
Location : Health & Human Services 319 N Graham Hopedale Road, Burlington, Alamance County, NC
Job Type: Full-time
Job Number: 202500303
Department: Social Services
Opening Date: 06/08/2026
Closing Date: Continuous


Job Purpose


Within this position employees are responsible for providing quality assurance, technical expertise and training across Economic Services, specifically to the Energy and Reception division. Thorough knowledge of Economic Services and Income Maintenance Programs are required and employee will be actively working with cases within the NC Fast system acting as a liaison between the agency and the NC Fast Help Desk.

Additional Position Information : All DSS positions are subject to reallocation contingent upon funding, agency needs and client population and are subject to perform work during emergency or disaster situations as required and may be required to staff shelter overnight.

Responsibilities
• Evaluate case records, benefit calculations, and all communication with customers to ensure proper procedures are followed in the delivery of benefits and compliance with policy standards.
• Plan, develop, and conduct training curricula tailored to trends identified through quality assurance reviews and troubleshooting within the NC FAST system.
• Maintain up-to-date awareness of policy changes, regulatory updates, and procedural guidance across all public assistance programs administered by Economic Services.
• Provide over-the-shoulder support to staff by assisting customers and coworkers with troubleshooting complex or problem cases in the NC FAST system.
• Advise and guide staff on policies, regulations, and eligibility criteria for income maintenance programs, ensuring consistent and accurate interpretation of rules.
• Serve as a lead worker , providing technical assistance, second-party reviews, and coaching to lower-level caseworkers to promote quality and timeliness in service delivery.

Qualifications
Bachelor's degree from an accredited four-year college or university OR Associate degree from an accredited program in Human Services Technology, Social Services, Business Administration, or a closely related field OR High school diploma or equivalent with relevant paraprofessional, clerical, or public-facing experience.

Qualifying experience includes interviewing, negotiating, explaining program information, customer service, data collection, data entry, data analysis, and performing mathematical or basic legal tasks.

An equivalent combination of education, training, and experience may be considered.

Two (2) years of experience as an Income Maintenance Caseworker is required in addition to the qualifications listed above.
Computer Skills: Prior experience with Microsoft Windows suites of products.


License/Credentials: Possession of a valid NC driver's license.



Skills & Abilities
• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Advocacy - Taking action to represent and advance interests of others by presenting facts and details.
• Analytical Thinking - Ability to give thought and consideration to data for a logical judgment to be made.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Concentration, Ability to concentrate on tasks through many distractions.
• Conflict Management - Ability to be objective and empathic while maintaining self-composure and control of the conversation ensuring proper handling of all comments.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
• Investigative - Ability to inquire intensively into and seeking to expose a malpractice or controversial issue.
• Judgment - Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
• Leadership - Ability to mobilize people, create vision and strategy and uphold integrity in assigned work.
• Multi-tasker - Ability to multi-task in a fast-paced environment.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Safety-Minded - Creating a safe work environment; managing risks; reducing exposure liabilities.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
PHYSICAL DEMANDS:
N (Not Applicable) Activity is not applicable to this position.
O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)
F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)
C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)
Physical Demands

Stand F
Walk O
Sit F
Manually Manipulate F
Reach Outward O
Reach Above Shoulder O
Climb O
Crawl N
Squat or Kneel O
Bend O
Talk/Hear C



Lift/Carry
10 lbs. or less O
11-20 lbs. O
21-50 lbs. O
51-100 lbs. N
Over 100 lbs. N

Push/Pull
12 lbs. or less O
13-25 lbs. O
26-40 lbs. O
41-100 lbs. O
See C
Taste/Smell N

Other Physical Requirements
• Vision (Near, Distance, Peripheral)



Work Environment
Standard office setting. Employees are frequently subject to working with agitated clients, heavy workloads and compressed time frames.
Health Insurance - Full-time employees are eligible for medical/health (Cigna Insurance) benefits upon the 1st of the month following 30 days of employment.

Alamance County Government currently offers three plans of medical/pharmacy benefit options including 2 Standard PPO plans and a High-Deductible Health Plan with HSA.


Dental Benefit - Alamance County offers one dental insurance (Delta Dental) plan for FT employees at no cost. The plan, if elected, would be effective the first of the month following 30 days of FT employment.


Vision Insurance - A voluntary vision program (Superior Vision) is available to FT employees. The current PPO style plan allows employees to seek treatment and hardware from any vision care provider of their choice. The plan, if elected, would be effective the first of the month following 30 days of FT employment. Coverage must be elected within your first 30 days of FT employment or upon a qualifying event.

Voluntary Benefits: Alamance County Government provides a variety of voluntary health related benefits (Voya) to allow employees to purchase protection from what life may bring. A sampling of voluntary benefits includes Flexible Spending Accounts with dependent care opportunities, Health Saving Account with an employer contribution, Short Term Disability, Long Term Disability, Cancer Protection Plan, Group Critical Care Insurance and more.


Life Insurance - Basic term life insurance is the amount of one times the annual salary (no greater than $70,000) is provided for all FT employees. Additional coverage is available for purchase through payroll deductions for employee and eligible dependents.


Retirement Benefits - Membership in the NC Local Government Employees Retirement System (NCLGERS) is a requirement for all full-time and regular part-time employees (working more than 1,000 hours annually). Employees contribute six percent (6%) of their annual compensation before it is taxed.


Time Off Accruals:
Vacation Time - Annual Leave is accrued based on years of service. Employees can accrue from 10-25 days per year.


Sick Time - All County full time employees earn 12 days of sick leave per year.


County Observed Holidays - Alamance County will observe the State of North Carolina Holiday Schedule.


Wellness Benefits & Programming:
Employee Assistance Program: There are times when everyone needs a little help or advice. The confidential Employee Assistance Program (EAP) through a local provider can help you with things like stress, anxiety, depression, chemical dependency, relationship issues, legal issues, parenting questions, financial counseling and dependent care resources. Best of all it's free for County employees and available for your household to utilize. Utilization of the EAP is completely confidential and participation isn't recorded.
Help is available 24/7/365 by telephone.

Alamance County Employee Health Center: Available to employees and spouses who are covered under the Alamance County Insurance Plan and their covered dependents, 18 years of age and older. Retired employees under age 65 are also eligible to use the health center. Depending on insurance coverage elected, care at the clinic ranges from free to a fair market value cost.

Services Available:
Treatment of injuries or illnesses such as flu, sinus Infection, pink eye, sprains, strains or fever.
Monitor chronic conditions (Diabetes, Hypertension, Hyperlipidemia, Health Disease, Asthma, etc...)
Assistance with finding a Primary Care Provider
Health Education and Counseling
Triage and referrals to specialists when appropriate.

Alamance County provides a variety of additional benefits including bereavement pay, Paid Parental Leave, Wellness Leave to focus on work-life balance initiatives, Volunteer Time Off (paid time) opportunities to be a part of the Alamance Community, to opportunities for professional certification pay.


Employee Fitness Center:
Alamance County encourages all employees to maintain a healthy lifestyle both at home and at work. In support of this philosophy an Employee Fitness Center is available for all County employees to use at their convenience during non-work hours and is open 6:00 AM to 9:00 PM Monday-Sunday. This center includes weight training equipment, cardio equipment, a small aerobics room along with restrooms, changing room and lockers.