Economic Support Specialist
Position Summary
This position description has been prepared to assist in evaluating duties, responsibilities, and skills of the position. It is not intended as a complete list of specific responsibilities and duties, nor is it intended to limit duties to those listed.
This is an entry level position in the Economic Support Section of the Department of Human Services, working within the eight-county Western Region for Economic Assistance (WREA) Consortium. Position determines eligibility and provides ongoing case management in a timely and accurate manner for the following public assistance programs: Medical Assistance, BadgerCare Plus, Food Share/SNAP Caretaker Supplement (CTS) and Wisconsin Shares Child Care subsidies. Applies complex federal, state, and local policies to achieve program objectives, and provides information and referral services to residents within the eight-county service area. Majority of time is spent on the phone conducting interviews, relaying information to program applicants/recipients and inputting data into computerized eligibility system. Must be able to multi-task in a fast paced, high-volume, highly structured, call center environment that operates under strict rules and regulations. A 12-16 week paid training period is required to receive Income Maintenance Certification at the beginning of employment, which may require travel.
This position, with responsibilities of a confidential nature, provides advanced case management. Employees work independently with minimal supervision in establishing eligibility for County, State, and Federal programs.
Essential Duties and Responsibilities
• Interviews applicants and evaluates information to establish and maintain eligibility for public assistance programs via telephone or in person.
• Performs case assessments, reviews other appropriate resources, and refers to other Department and community services when applicable.
• Answers phones in a Call Center to provide case management services including, but not limited to, answering questions, providing case status updates, verification and change processing, troubleshooting eligibility issues and responding to emergency needs.
• Explains available programs, client rights and responsibilities.
• Prepares and codes documents for electronic case file maintenance.
• Establishes childcare authorizations.
• Responds to financial and non-financial crossmatches and alerts from other systems.
• Represents the county and provides information in court proceedings (Includes fair hearings, court appearance, processing disability applications, investigation of fraud).
• Generates benefits utilizing computer logic, Federal and State Regulations, mathematical computations, & collateral contact verification.
• Enters into computer, within the applicable timeframe, all applications, reviews, and case notes regarding programs, eligibility requirements, verification and income, etc.
• Works effectively and professionally with clients, general public, vendors, co-workers, employers, attorneys, law enforcement, etc.
• Attends State mandated and County training sessions, conferences, and meetings.
• Refers appropriate cases for front-end verification and Fraud investigations to the Benefit Recovery Department within the consortium.
Related Job Functions
• Responsible for working safely and following safety practices and standards.
• Establish and maintain effective working relationship with co-workers and others.
• Timely respond to client inquiries/needs.
• Work independently with minimum supervision.
• Plan, organize, and prioritize effectively.
• Maintain confidentiality and objectivity.
• Communicate effectively orally and in writing.
• Work with constantly changing policies.
• Handle a high volume of phone calls.
• Perform related work as required or directed.
Physical Demands
Physical demands: Large percentage of time is spent in office sitting at desk, reading, writing, talking, hearing, fine motor skills for computer input and retrieval and using the computer mouse, calculators, or other office machines. Sits, stands, bends, and reaches intermittently throughout the day. Handles papers and manuals, etc., lifts files, copy paper and other office materials. Occasionally moves about the office and travels to other sites for meetings and/or home visits.
Sits at desk, uses hearing and listening, near vision and fine motor skills for typing, word processing, calculators, or other office machines. Talks to clients, callers, department staff. Sits, walks, stands, bends, reaches, and moves about the office intermittently throughout the day. Handles telephones, papers, and manuals, etc., lifts files, copy paper and other office materials. In unusual situations it is necessary to stoop, kneel, or twist. Uses automobile, telephones, copy and fax machines, computers, printers. Uses independent judgment.
Education and Training Requirements
• Graduation from an accredited high school or GED, with preference given to candidates with advanced/higher education. Employee must complete State-mandated training for Economic Support Specialist within the first 6 months of hire date. Employee must also complete state mandated annual training requirements. Two years of office experience and advanced interviewing or counseling experience preferred, training and experience in operating a computer and related equipment, experience working with various socio-economic levels of public; or any acceptable equivalent combination of experience and training.
• Possession of a valid driver’s license and reliable transportation with adequate auto insurance to meet minimum County requirements, or access to reliable transportation for city and rural travel.
• Must pass background check and pre-employment drug screen.
Deadline Note: