Economic Support Specialist

Outagamie County; Appleton (WI); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Wisconsin Retirement System Pension

Job summary

Outagamie County is seeking an Economic Support Specialist to assess eligibility for Medicaid, FoodShare, and related programs. The role involves managing a large caseload, interviewing clients, and issuing benefits across multiple programs.

The ideal candidate will handle complex policy, adapt to change, and work in a fast-paced environment. Training, bilingual skills, and strong communication are valued assets.

Qualifications

• Bachelor's Degree in a related field or Associate’s with related experience, or completed Economic Support training.
• Strong communication and interpretive abilities to work with customers and professionals.
• Ability to manage a large caseload and conduct interviews to determine benefits.

Responsibilities

• Determine eligibility for Medicaid, BadgerCare Plus, FoodShare, Child Care Subsidies and related programs.
• Manage a caseload of 500+ cases including interviewing customers and processing changes to eligibility.
• Coordinate with child support specialists and social workers to meet customer needs.
• Investigate over/under issuance and issue notices while outlining repayment responsibilities.
• Meet performance metrics for timely processing and confidentiality requirements.
• Navigate multiple CARES/CARES Worker Web and related systems to determine eligibility.

Education

Bachelor's Degree in a related field

Associate’s degree in a related field with 2 years of related experience

Successful completion of the required Economic Support Specialist training

Job description

Job Summary

The Economic Support Specialist establishes eligibility for Economic Support Programs in accordance with policy.

The ideal candidate will have the ability to manage multiple priorities and work in a fast-paced environment. They must also possess critical thinking skills, adapt to change quickly and have good time- management skills. The position allows for telecommuting up to 60% of the time. New Economic Support Specialists must attend virtual, state-sponsored training for approximately 6 – 8 weeks. During that time trainees have access to Staff Development Specialists for support, additional training, resources, coaching and practice in a training environment.

Hours

Monday- Friday 8:00 AM-4:30 PM with possible overtime

Benefits

We offer a comprehensive benefits package which is including the Wisconsin Retirement System Pension!

Job Duties

The following duties are most critical for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Determine eligibility for numerous, complicated programs including Medicaid, BadgerCare Plus, FoodShare, Child Care Subsidies, and other related programs. Ensure priority benefits are issued timely and manually determine eligibility for non- automated programs.
• Manage a caseload of 500 or more cases consisting of adults, children and families. This includes conducting interactive, investigative interviews with customers and/or their legal representative; determining accurate benefits; authorizing the issuance of benefits from multiple programs; processing changes to income, assets, household composition and other factors that impact eligibility; assembling required verification;
• Coordinate services with child support specialists for paternity establishment and enforcement of Child Support orders; explain good cause criteria for non-cooperation with child enforcement Coordinate with social workers and the ADRC (Aging and Disability Resource Center) to ensure customer needs are met. As a mandatory reporter, contact the appropriate agency if abuse or neglect is suspected or witnessed. Refer customers ineligible for Medicaid or BadgerCare Plus to the Federally Facilitated Marketplace (FFM).
• Upon receipt of conflicting information, investigate a potential over/under issuance. Calculate the amount of benefit over/under issuance. Generate notices to recipients alerting them and outline repayment responsibilities. Refer cases to the Fraud unit if information provided by the applicant/recipient is questionable.
• Meet agency, consortium and state performance requirements such as timely case processing, maintaining a reasonable call answer rate and speed of answer and ensure FoodShare error rates remain below the State threshold. Abide by all mandated client confidentiality rules.
• Navigate numerous systems and databases including but not limited to: CARES/CARES Worker Web (CWW), Electronic Case File (ECF), Child Care Statewide Administration (CSAW), Benefit Recovery Investigation System (BRITS), Genesys Cloud, and other related systems.
• Decipher complicated documents including but not limited to tax forms and schedules, wills and trusts, insurance, annuities, legal affidavits, child support and placement court orders, and financial aid awards as part of the eligibility determination process and
• Represent the State and Outagamie County Health and Human Services at hearings by preparing case details, collecting evidence, and providing testimony before an Administrative Law Judge.

Qualifications

• Bachelor's Degree in a related field, OR
• Associate’s degree in a related field with 2 years of related experience, OR
• Successful completion of the training required to perform duties of an Economic Support Specialist or other position that determines eligibility for Health Care, FoodShare, or Child Care and demonstrated ability to successfully manage an economic support/income maintenance caseload.

Requirements

• Ability to effectively communicate verbally or in writing with customers with limited reading, writing, and speaking ability. Spanish and/or Hmong bilingual skills preferred.
• Comprehend and interpret complex policy and procedure manuals and legal, medical, and financial documents, and communicate with other professionals such as attorneys, social workers, and legal representatives.
• Assist in the planning, development and evaluation of the agency's needs.
• Ability to be flexible and responsive as demands change and to work independently and be a positive team member.
• Adhere to professional ethics and standards.
• Must be organized, dependable, and accurate.
• Ability to use call center software and equipment and to operate a variety of other office equipment including computer, calculator, telephone, scanner and fax machine.
• Ability to add, subtract, multiply, and divide and to calculate decimals and percentages.