Program Assurance Coordinator

Title: Program Assurance Coordinator (Quality and Client Success Coordinator)

Location: Milwaukee County, Wisconsin (Openings at our South, West, and North sites in Milwaukee County)

Join the team that leads the office in quality case management and client success. The Program Assurance Team makes sure every family receives the service they were promised: reviewing casework against policy, making sure every client concern is heard and resolved, handling Fact Findings fairly, and protecting the accuracy of every benefit. As a Coordinator, you help the whole office get it right, and help families feel it.

How we serve

• Whole family. When a parent goes to work, the whole household feels it. We look at the full picture (children, child care, housing, transportation, well-being) and plan with the family, not just the person on the caseload.

• Abundance mindset. Every family brings strengths: skills, support networks, and determination. We build on what is already there, and we treat every setback as a next step, never a final word.

• In person, with dignity. Our doors are open Monday through Friday, 8 a.m. to 5 p.m. Clients are welcomed onsite and treated as partners in their own progress.

• Results that last. We measure success by jobs kept, wages grown, and families made stronger, and we use what we learn to keep improving.

What you'll do

• Review case management against policy and log what you find, so managers can coach and training can target it.

• Support client success: receive client concerns, make sure each one is heard and answered, and follow it through with the family.

• Coordinate Fact Findings so every client has a fair, timely review.

• Review referrals and data-match discrepancies, gathering the facts before a family's benefit changes.

• Support the State monitoring reports the site submits.

You'll thrive here if

• Great for people coming from QA testing, auditing, data analysis, customer success, or compliance. If you like reading the rules closely and finding the pattern in the data, you can learn the program here.

• You care about how a client experiences our service.

• Neutral, careful, and good at writing it down.

What you bring

• Associate's degree required; bachelor's degree in human services, public administration, or a related field preferred.

• One or more years in quality assurance, customer service, compliance, eligibility, case management, or records review.

• Strong Excel skills. Paid training toward the State W-2 FEP credential.

Why America Works

For four decades, America Works has helped people move from public assistance into lasting jobs, because work brings dignity, independence, and opportunity to the whole family. America Works of Wisconsin, Inc. (AWWI) delivers the Wisconsin Works (W-2) program in Milwaukee County through a Whole-Family Approach, serving the entire household, not just one person. In 2027, we grow to serve the North, South, and West regions of the county. We test new ideas, measure what works, and change what doesn't, and we invest in our people the same way we invest in the families we serve.

• Medical, dental, and vision insurance, paid pre-tax

• 401(k) with employer matching after one year

• Paid, structured training: you will learn the program, the systems, and our way of serving with us

America Works of Wisconsin, Inc. is an equal opportunity employer. We welcome applicants from every background, culture, and work history