What You'll Be Doing

Wake County Social Services is seeking a skilled and dependable Eligibility Team Lead to support the Food & Nutrition Services (FNS) program. This position plays a critical role in training, policy clarification, troubleshooting, and quality assurance within the Economic Services Division.

The Eligibility Team Lead provides on-the-job training and guidance to staff, monitors workload distribution, ensures policy is followed accurately, and fills in with processing when needed. This role is ideal for someone who enjoys leading from within the team, solving problems, and helping others grow. This role is hybrid, requiring 2 days in office and 3 days remote.

Key Responsibilities:

• Deliver on-the-job training and support to new staff following classroom instruction
• Provide refresher training for experienced staff needing additional assistance
• Clarify and interpret policy updates and QA-identified issues
• Troubleshoot challenging Medicaid cases and explain policy decisions
• Process urgent or late applications, including direct contact with clients
• Assign work using spreadsheets and reports
• Monitor pending cases and resolve issues using data tools and reports
• Process cases for staff on leave or during vacancies
• Conduct quality assurance reviews to support program accuracy

About Our Team

The Wake County Department of Social Services team is grounded in a deep commitment to connection, compassion, and community. We bring together experienced professionals who collaborate to support individuals and families through complex challenges, connect them with critical resources, and promote long-term stability. We value insight, innovation, and a solutions-focused approach, and we welcome those who are ready to contribute their expertise to meaningful, community-centered work. Join us in making a lasting difference!

The Basics (Required Education and Experience)

• Associate's degree in Human Services or a related field
• Two years of job-related experience
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Current experience within the last two (2) years determining eligibility and providing case management for any of the following Economic Services Programs provided by a State or County Department of Social Services/Human Services - Family and/or Adult Medicaid or Work First
• Experience as a mentor, lead worker, team leader, or supervisor
• Spanish language skills are preferred but not required

How Will We Know You're 'The One'?

• Strong understanding of Food and Nutrition Services (FNS) policy and the ability to interpret new and updated policies
• Ability to convey information clearly and concisely, both verbally and in writing, to individuals and groups
• Active listening skills and the ability to respond appropriately to others
• Ability to explain FNS policy in a way that is understandable to families
• Excellent organizational skills and effective time management to complete diverse tasks promptly
• Exceptional customer service skills and understanding of agency customer service expectations
• Ability to develop and maintain strong relationships with caseworkers, fellow supervisors, and clients by listening, understanding, and responding to their needs
• Experience with NC FAST and the ability to troubleshoot system-related issues
• Strong attention to detail to minimize errors in data entry or indexing of electronic records
• Commitment to accuracy and completeness in task and process execution
• Ability to foster effective communication and teamwork by developing and maintaining productive relationships with others
• Capacity to build and maintain collaborative working relationships with coworkers to support the unit's goals

About This Position

Location: HSC Somerset Raleigh, NC 27609

Employment Type: Regular

Work Schedule: Monday - Friday 8:00 am - 5:00 pm

Hiring Range: 26.16-31.99

Market Range: 26.16 - 37.81

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 7/31/2025

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

• 

• Wake County Government

Show more