Eligibility Specialist - Lead Worker

Job Summary

Performs a variety of tasks related to the determination of eligibility for public assistance programs. Provides training, staff monitoring, and systems support to Eligibility Specialists and Child Care Assistance Specialists and assists supervisors in the Income Maintenance Unit. Reviews financial cases to ensure completeness and accuracy of new employees. Work is performed in an office setting.

Job Description

ESSENTIAL DUTIES

• Determines what training is needed for newly hired staff; enrolls the new Eligibility Specialists and Child Care Assistance Specialists into the required classes provided by the Department of Human Services and completes necessary paperwork. 
• Coordinates the completion of prerequisite requirements by the Department of Human Services with the new Eligibility Specialists and Child Care Assistance Specialists. 
• Provides one-to-one training with all newly hired Eligibility Specialists and Child Care Assistance Specialists for a duration lasting up to twelve months.
• Maintains current knowledge of multiple complex program policies for all income maintenance  programs; mentors staff by providing direction and support on policy and procedural interpretations resources, and assistance with case set up or case actions. Works with staff in setting workload priorities, organization of office and resources for efficiency, and assists them in assessing crisis situations. 
• Assists all staff in the preparation of case materials and policy prior to a state appeal hearing. Participates in hearing as necessary. Works with staff to ensure appeal decisions are acted on and appropriate actions completed timely. 
• Resolves discrepancies in case records, including errors, problems resulting in miscommunication, changes in policies, and implementation of new procedures. Assists the supervisor and staff to identify issues and develops a plan to ensure cases are updated according to policy within mandated time frames. 
• Develops, updates, and maintains a training manual to ensure correct, timely, and consistent information is given to all staff.
• Assists with caseload coverage for vacancies and staff absences. Provides input to the supervisor on how workloads can be covered when there are vacancies. 
• Utilizes and navigates multiple state systems for program eligibility; maintains enhanced security and system access to obtain case information and issue a higher amount of benefits on behalf of staff.  
• Acts as liaison between staff and supervisors; assists the supervisor in identifying training issues for experienced staff. Serves as liaison between county and state personnel.
• Manages a reduced caseload as determined by the supervisor; this may include complex cases or other cases as determined necessary or appropriate. 
• Serves as acting supervisor in the supervisor's absence. Facilitates meetings when necessary and deals with client concerns and concerns from other units. Works with the supervisor to develop policies and procedures. Acts as the supervisor's backup in the Department of Human Services Security Liaison role. Resolves security issues for all state system users with the county; approves benefits at the same level as supervisors. 
• Performs and/or assists the supervisors with public assistance case reviews. 
• Prepares special reports as necessary. 
• Acts as a back-up to and assists the Managed Care Advocate.
• Works the hours and/or shifts assigned and begins and ends work on time. 
• Performs other related duties as required or assigned.

MINIMUM QUALIFICATIONS

High school diploma/GED and five years of experience as a Eligibility Specialist working with a caseload that administers a majority of public assistance programs (experience with all programs preferred) OR high school diploma/GED plus one or more years post-secondary education and three years of related work experience. Preference given for completion of a state administered mentor training program, hands-on training and mentoring experience, and experience with Managed Care advocacy. A reliable form of transportation for the performance of work responsibilities is required.

*Related work experience MUST BE in a position involving eligibility determination for public assistance programs at a County, Tribal and/or State agency.

SUPERVISORY CONTROLS

With latitude for independent judgment, the employee is under general supervision of an Eligibility Supervisor. The employee follows established procedures and guidelines. Work is reviewed on a systematic basis by State Quality Control reviewers.

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.
• 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 statutory and regulatory requirements of federal, state, and county Public Assistance programs.
• Knowledge of agency programs, operations, policies and procedures, and available community resources.
• Knowledge of eligibility for social service programs and the County Fee System.
• Knowledge of MAXIS/METS system and how it relates to other systems such as PRISM, MMIS, MEC², and SSIS. Knowledge and understanding of the County-selected EDMS system.
• Knowledge of financial case management and interviewing techniques.
• Knowledge and understanding of human behavior, cultural diversities, and language barriers to ensure equitable service delivery.
• Knowledge of available community resources.
• Abilities – Ability to establish and maintain effective working relationships with employees, clients and the community.
• Ability to communicate clearly and effectively.
• Ability to establish procedures of problem solving.
• Ability to train others.
• Ability to effectively organize and coordinate work activities.
• Ability to analyze problems regarding Public Assistance programs.
• Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.
• Ability to use, Outlook, MS Office software, and other county applications 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.