Economic Support Specialist

The Economic Support Specialist is responsible for determining initial and ongoing eligibility and managing cases for Income Maintenance and Wisconsin Shares programs, including Medical Assistance/BadgerCare Plus, FoodShare Wisconsin, Caretaker Supplement, and Child Care. This position applies State and Federal statutes, administrative rules, and policies to accurately assess household circumstances and authorize benefits using State-mandated systems. Following completion of training, the Economic Support Specialist independently manages a full caseload, responds to high-volume customer inquiries within a multi-county call center environment, and ensures timely, accurate benefit determinations while maintaining program integrity and customer service standards.

As part of the selection process for the Economic Support Specialist position, an exam will be scheduled for those that meet the minimum requirements.

Additional details will be provided to candidates selected to move forward. Reasonable accommodations are available upon request.

Test Information:

Date: Friday, June 19
Times: 9:00 a.m. or 1:00 p.m.
Length: Up to 60 minutes will be provided to complete the test.
Location: 508 New York Avenue, Sheboygan, WI 53081

Estimated start date: August 27th.

Essential Duties
Conduct interactive interviews with applicants and participants in person, by telephone, and through electronic and written communication to determine initial and ongoing eligibility for Income Maintenance and Wisconsin Shares programs, including Medical Assistance/BadgerCare Plus, FoodShare Wisconsin, Caretaker Supplement, and Child Care.
Apply State and Federal statutes, administrative rules, policies, and procedures to assess household circumstances and determine accurate benefit eligibility and amounts using State-mandated software systems.
Independently manage an assigned caseload following completion of training, ensuring timely processing of applications, renewals, six-month reports, and benefit changes in accordance with established deadlines and consortium standards.
Operate in a high-volume Call Center environment serving a multi-county consortium, responding to time-sensitive inquiries related to medical coverage, food assistance, and child care benefits while maintaining accuracy and customer service standards.
Review and process required verifications, wage information, data exchanges, alerts, and system-generated worklists; evaluate questionable information and initiate appropriate follow-up actions to ensure policy compliance.
Monitor and update eligibility determinations based on reported changes, quarterly wage matches, and other data sources to ensure ongoing benefit accuracy and integrity.
Review computerized benefit determinations for accuracy and consistency with current policy; identify and correct errors as necessary.
Complete benefit overpayment determinations and refer appropriate cases for further review or investigation in accordance with program integrity and fraud prevention guidelines.
•Provide referrals to FoodShare Employment and Training (FSET) and share information about community resources and programs that may further assist customers in meeting their needs.
•Participate in administrative hearings related to eligibility determinations or program actions when requested, including providing information or testimony based on case involvement.
•Interact professionally and effectively with individuals from diverse cultural, linguistic, socioeconomic, and health backgrounds, as well as with legal, financial, and social service professionals.
•Maintain complete, accurate, and well-organized electronic case records and documentation in compliance with State, Federal, and County requirements.
•Perform other related duties as assigned in support of Economic Support operations and program objectives.
•Perform other duties as assigned in support of Economic Support operations.

Qualifications
Minimum Education: High school diploma or equivalent required. Additional coursework in Business, Social Services, Social Sciences or Human Services preferred.
Minimum Experience: Two (2) years of experience in public or social services support preferred; A combination of education and experience may be considered.
Other Requirements: A Valid Wisconsin Driver’s license. Successful completion of a job-related skills assessment with a passing score is required.
Knowledge of State and Federal Income Maintenance policies, procedures, and eligibility requirements applicable to programs such as Medical Assistance/BadgerCare Plus, FoodShare Wisconsin, Wisconsin Shares (Child Care), and related benefit programs.
Skill in analyzing household circumstances, financial information, and verification documents to determine initial and ongoing eligibility accurately and in compliance with current policy.
Proficiency in using State eligibility and case management systems, databases, and related software to enter, review, update, and maintain case information and benefit determinations.
Strong oral and written communication skills, including effective interviewing techniques to obtain accurate information and clearly explain program requirements, benefit decisions, and customer responsibilities.
Demonstrated judgment and organizational skills to plan, prioritize, and manage assigned caseloads, tasks, and deadlines within established guidelines under general supervision.
Skill in performing work accurately and efficiently in a fast-paced, high-volume environment while meeting statutory timelines, program standards, and performance expectations.
Ability to work independently after training while also functioning effectively as part of a team within a multi-county consortium or collaborative service environment.
Strong interpersonal skills to work professionally and respectfully with individuals from diverse backgrounds, including those with limited income, limited English proficiency, disabilities, or experiencing stressful personal circumstances.
Capacity to maintain composure, problem-solve, and adapt in situations involving high call volume, walk-in requests, competing priorities, and time-sensitive customer needs.
Knowledge of confidentiality requirements, data security standards, and privacy laws applicable to public assistance programs; exercises discretion and integrity when handling sensitive information.
Demonstrated attention to detail and accuracy when recording, reviewing, and using factual data across automated systems, reports, and eligibility determinations.
Receptiveness to supervision and feedback, with flexibility to adapt to changes in policy, procedures, workflows, technology, and departmental priorities.
Demonstrated reliability, accountability, initiative, and professionalism in carrying out assigned responsibilities and supporting program operations, with the ability to adapt to evolving policies, procedures, and system changes in a fast-paced environment.

Work Environment & Physical Requirements
Work is performed primarily in an office or call center environment within a Human Services setting, with the ability to work remotely in accordance with County policies and operational needs.
Duties require extended periods of sitting, standing, walking, and working at a computer workstation, including repetitive keyboarding, data entry, and use of a telephone headset.
Regular interaction with the public occurs in person, by telephone, and electronically; work involves managing high call volume, walk-in customers, and time-sensitive requests.
The position requires the ability to communicate effectively, including hearing, speaking, and visual acuity sufficient to read documents, view computer screens, and accurately enter and review information.
Work may involve exposure to individuals experiencing financial hardship, emotional distress, medical or mental health challenges, or crisis situations, requiring professionalism, patience, and emotional resilience.
Minimal physical exertion is required; occasional lifting or carrying of files, records, or materials weighing up to approximately 10–15 pounds may occur.
Work is subject to deadlines, productivity standards, and regulatory timeframes that may contribute to periods of sustained concentration and work pressure.
The position may require flexibility in work schedules to meet program demands, including coverage during peak service periods.
Risk of blood-borne pathogen exposures is considered low.

https://www.governmentjobs.com/careers/sheboygancounty

Deadline Note: