Benefits Analyst I/II - Limited Term

County of San Mateo; California (MO); On-site; USD 52,000 - 78,000; Full time

Job summary

County of San Mateo is seeking a Benefits Analyst to interview applicants, determine eligibility for CalWORKs, CalFresh, and other public assistance programs, and maintain accurate records. The role emphasizes exemplary customer service in a call-center and regional office setting, with a focus on applying complex laws and guidelines to cases.

The ideal candidate will have two years of clerical or public contact work, coursework, or related eligibility experience, plus strong communication

Qualifications

• Two years ofclerical or public contact work experience or two years of college coursework or one year of eligibility work in social services.
• Commitment to public service with demonstrated customer service experience.
• Ability to communicate clearly and empathetically with diverse populations.
• Experience serving economically disadvantaged persons is preferred.
• Ability to work in a structured, fast-paced environment.

Responsibilities

• Interview applicants by phone or in person to determine eligibility for various programs.
• Research and collect required information to determine eligibility.
• Provide eligibility information in person and by phone.
• Review and verify information and determine total resources.
• Compute financial budgets to determine cash payments and benefits.
• Refer customers to appropriate services and maintain case records.

Skills

Interviewing

Recordkeeping

Public service

Customer service

Compassion and empathy

Diversity awareness

Stress management

Mathematical computations

Communication (oral)

Communication (written)

Education

Two years of college coursework

Tools

Public assistance processing systems

Job description

Benefits Analysts perform a variety of tasks for applicants and recipients of public assistance including providing exemplary customer service in a call center environment and in regional offices, interviewing clients, and determining eligibility for one or more types of public assistance programs in accordance with established procedures/guidelines; responding to client inquires and reported changes; referring customers who are in need of service to the appropriate resource in the community; preparing and maintaining records/reports; utilizing public assistance benefits processing systems; and preparing mathematical calculations to determine eligibility for public assistance programs.

The ideal candidate will possess:

• Two years of clerical or public contact work experience which involved responsibility for interviewing and recordkeeping, or two years of college level coursework, or one year of experience performing assessment, placement, and/or public assistance eligibility work in a social services department within the last five years.
• A commitment to public service demonstrated in part or prior experience providing exceptional customer service in the public, private or non-profit sector.
• Ability to be compassionate, have a positive attitude, and be motivated to help others.
• Experience serving economically disadvantaged persons is preferred.
• Proven capacity to build collaborative relationships with co-workers and clients from diverse cultural/socio-economic backgrounds.
• Ability to work in a highly structured, fast-paced, and sometimes stressful environment.
• Ability to apply and interpret complex laws, rules, and regulations.
• Ability to perform mathematical computations quickly and accurately and utilize public assistance benefit processing systems effectively.
• Experience collecting and/or verifying sensitive information.
• Excellent written and oral communication skills including excellent telephone skills to communicate courteously, efficiently, and accurately over the phone.

NOTE:

Limited Term Employees are assigned to assignments not to exceed three years. They receive medical and dental benefits, similar to regular employees, and a defined contribution retirement plan. The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies.

Examples Of Duties

Duties may include, but are not limited to, the following:

• Perform interviews by phone or in person and to determine eligibility for public assistance programs including CalWORKs, General Assistance, CalFresh, Health Insurance, and Cash Assistance Program for Immigrants.
• Research and collect all required information to determine eligibility for appropriate programs.
• Provide eligibility determination information in person and/or via phone.
• Review, evaluate, and verify information submitted by applicants or recipients; contact appropriate sources of information to determine total financial resources of customers.
• Determine if customers are eligible or continue to be eligible for public assistance based on established federal, state, and county guidelines.
• Process eligibility forms.
• Compute financial budgets using required data systems to determine amount of cash payment and/or special benefits.
• Refer customers to appropriate agencies for specialized services.
• Maintain a record of all contact details.
• Maintain an updated appointment schedule.
• Complete case narrative templates as required following established procedures.
• Assist in developing immediate solutions to emergency problems and expediting delivery of needed services.
• Explain, interpret, and clarify public assistance laws and regulations, agency resources, procedures, rights, and responsibilities to customers.
• Report suspected fraud according to policy and procedure.
• Utilize data processing systems which apply to eligibility and grant determination.
• Attend staff meetings and in-service training sessions.
• Perform related duties as assigned.

Qualifications

Education and Experience:

Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying.

Knowledge of:

Principles of eligibility determination; functions of public social services and agencies; interviewing techniques; public assistance laws and regulations; problems requiring referral for casework services; office procedures and practices, including filing and the operation of standard office equipment; basic record keeping principles and practices; and automated systems.

Skill/Ability to:

Follow instructions; organize and maintain a heavy workload on a current basis and within set deadlines; interview effectively and secure the cooperation of customers in obtaining pertinent personal information; make arithmetic computations quickly and accurately; utilize data processing systems; interpret and apply laws, rules, and regulations; communicate effectively, orally and in writing, with people of diverse backgrounds and cultures; and establish and maintain effective working relationships with those contacted in the course of the work.

Other Requirements:

Some positions may require employees to work weekends, evenings, and holidays.