Economic Support Specialist

SUMMARY

Under the regulated supervision of the Economic Support Manager, Economic Support Specialist provides initial and continued eligibility determinations for public assistance benefits administered through the agency.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

 

Field inquiries from applicants, recipients and the public through the Consortium Call Center and provides both general and case-specific information regarding public assistance benefits. Approximately 75-90% of these interactions are completed over the phone in a virtual call center environment.

 

Determine eligibility and maintain ongoing case management for FoodShare, Medical Assistance and other Economic Support programs regulated by State and Federal policies. 

 

Explains financial and nonfinancial eligibility factors to customers; including, but not limited to budgeting and program requirements; provide information and referrals to other community resources.

 

Complete accurate and timely data entry and documentation of customer information.  

 

Review case for accuracy utilizing data exchange sources to ensure proper issuance of benefits.   Investigate discrepancies to determine benefit errors occurred and refer to Benefit Recovery when appropriate.

 

Remains current on all federal regulations and state requirements for program execution implementation.

 

Cooperate with various quality assurance processes, including State and consortium QA reviews.

 

May prepare response to Division of Hearings and Appeals and represent agency at fair hearings as needed.   

 

ESSENTIAL DUTIES AND RESPONSIBILITIES (continued):

Follow all IM Central Consortium policy and procedures.

 

May be assigned to determine eligibility for Wisconsin Home Energy Assistance Program (WHEAP).

 

Participate in the Oneida County Emergency Management Plan as needed and directed by the plan. Any other duty as assigned.     

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Knowledge, Skills and Abilities:

Excellent customer service skills.

Ability to maintain confidentiality.

Ability to handle high volume of calls through the consortium call center.

Knowledge of eligibility factors for all economic assistance programs.

Knowledge of computer hardware, software, and accessories.

Skilled in interviewing applicants/recipients of assistance.

Ability to manage time effectively, prioritize, meet deadlines and work accurately and efficiently under pressure.

Possess critical thinking skills to evaluate information and solve problems.

Ability to type 45 wpm.

Ability to work in a fast-paced environment.

Ability to make judgements concerning evaluation of information and need for referral to other agencies.

Ability to establish and maintain effective working relationships with staff and the public.

Ability to adapt to changes in a professional manner.

Knowledge of other programs and services provided by private, local, county, state and federal agencies.

Ability to work with customers and other individuals in a trauma informed manner.

Ability to accurately compute mathematical calculations.

Successfully complete new worker training and quality assurance expectations.

 

EDUCATION and/or EXPERIENCE

Associates Degree in a human services field;

OR a high school diploma and two years of work experience in social or human services agency or two years of work experience interviewing the public to gather information to determine eligibility.

Other combinations of education and work experience may be considered.  

 

 

 

LANGUAGE SKILLS

Ability to communicate effectively, both orally and in writing, face to face and over the phone. 

 

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.