Case Aide - Income Maintenance

Job Summary

Under general direction of the Eligibility Supervisor, employee is responsible for explaining public assistance programs and services and obtaining and verifying information to assist Eligibility Specialists with managing their work. The employee has the authority to carry out their duties in a manner consistent with good professional judgment and within the parameters of state statutes, Department of Human Services rules, and Scott County Human Services policies and procedures.

Job Description

ESSENTIAL DUTIES

• Acts as first point of contact for the public in the Income Maintenance unit; involves managing a high volume of direct public contact.
• Provides clients with information and answers complex questions regarding public assistance programs, forms, and eligibility guidelines.
• Reviews applications for completeness and accuracy; gathers all required verifications and assigns applications.
• Assists current recipients with inquiries regarding their case, program information, problem solving, and ongoing case management.
• Sorts, scans, and routes paperwork into appropriate client electronic files.
• Provides clients with required notices and forms in person and by mail.
• Provides community and agency resources and needed referrals when appropriate.
• Utilizes multiple state and county systems when handling calls and processing work.
• Communicates with third parties to get required verifications.  
• Provides accurate and detailed reports to department leadership.
• Implements and complies with federal and state program regulations and systems and county policies and procedures.  
• Demonstrates knowledge and understanding of human behavior, cultural diversities, and language barriers to ensure equitable service delivery.
• Participates as a part of interdisciplinary team for case management of clients.  
• Participates in professional meetings, conferences, and trainings.  
• Works on special projects as needed.
• Problem solves complex cases with unique situations with other staff.
• Works the hours and/or shifts assigned and begins and ends work on time. 
• Performs other related duties as required or assigned.

MINIMUM QUALIFICATIONS

Must have one of the following:

High school diploma or GED and four years human services or business experience in a direct or support service function
High school diploma or GED plus one year of post-secondary education and two years of experience
Associate's Degree in a Human Services program or paralegal and one year of experience
Bachelor's Degree in a Human Services program or paralegal
A reliable form of transportation for the performance of work responsibilities is required.

SUPERVISORY CONTROLS

The employee is under general supervision of the supervisor and receives work assignments and direction in the form of verbal or written instructions. Work is typically performed according to established procedures. Employee uses judgment in setting priorities, work sequences and choice of procedures to follow. Work is reviewed for accuracy and consistency.

CORE COMPETENCIES AND ABILITIES

• Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.
• Communication - Is always clear about what we're doing and why we're doing it.
• Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.
• Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.
• Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.
• Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.
• Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.
• Knowledge - Knowledge of agency organization, policies, and procedures.
• Knowledge and understanding of human behavior, cultural diversities, and language barriers to ensure equitable service delivery. 
• Knowledge of federal, state, and county laws and regulations concerning program areas. 
• Knowledge of and ability to use automated state computer systems. 
• Knowledge of community and other resources available. 
• Knowledge of social and economic problems facing constituents.  
• Abilities - Ability to travel to other locations in the community to visit clients. 
• Ability to analyze complex case situations. 
• Ability to exercise judgment in making decisions.  
• Ability to organize information with thorough and detailed documentation. 
• Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.
• Ability to use MS Office software for the performance of essential duties. 
• Ability to use appropriate discretion in dealing with matters of a confidential nature.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board.