Economic Support Specialist

WCA: Wisconsin Counties Association; Kenosha (WI); On-site; USD 31,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Vision, dental, and life coverage

Job summary

Kenosha County is seeking an Economic Support Specialist/Call Center Agent in the Division of Workforce Development to determine eligibility for public assistance and issue benefits by calling and data entry. The role involves interactive interviews, reviewing cases, and guiding applicants through state and federal rules in a busy call center environment.

Required education includes a high school diploma; an associate degree is preferred, and experience in a call center or in customer service is

Qualifications

• High school diploma or GED required.
• Associate degree in Human Services or related field preferred.
• Experience in call center or customer service environment valuable.
• Bi-lingual English/Spanish preferred.

Responsibilities

• Conduct interactive interviews to collect information and determine eligibility.
• Field calls, take applications, review cases, and enter changes in systems.
• Explain policies and assist with referrals to resources.

Skills

Customer service

Communication

De-escalation

Problem solving

Data entry

Education

High school diploma or GED

Associate degree preferred

Job description

Application Deadline: 2026-08-17

Job Type: County

Job Description

Economic Support Specialist

The Kenosha County Economic Support Program offers a unique opportunity for those who desire a challenging and rewarding career which positively impacts the well-being of children, families, and county residents.

The Economic Support Specialist/Call Center Agent in the Division of Workforce Development is responsible for determining the sources, types, and levels of public assistance available by law as well as taking proper action to issue benefits and perform case management activities to eligible consumers requesting such programs and services. The majority of consumer communication and case updating is conducted by telephone while on the computer in a call center environment.

Please see the following video to learn more about the Economic Support Specialist position: https://wchsa.org/economic-support-staff

2026 Hiring Range: $22.26 - $25.29 per hour

Position Summary And Job Duties

• Conducts an interactive interview to collect, verify, and document required information such as proof of identity and demographics, income, expenses, and assets, and simultaneously enters information into a computer program to determine initial and ongoing public assistance program eligibility
• Fields calls in the call center to answer questions, take applications, review cases, enter changes, and assess eligibility for various assistance programs
• Researches, interprets, and explains local, state, and federal policies governing eligibility, legal rights, and responsibilities
• Learns and provides information regarding various programs of assistance as well as community resources to refer individuals and families to, both inside and outside of the agency as appropriate; also receives and processes referrals from other agencies
• Develops and maintains the ability to problem-solve and to perform duties in an independent manner while exercising good judgement
• Uses discretion with consumers and exhibits cultural competence; observes rules of confidentiality and maintains non-judgmental attitude
• Attends all mandatory training sessions and completes all state-required training as outlined in state contracts
• Maintains a current understanding of the policies and procedures provided through update memos and online handbooks
• Reports in a timely and courteous manner to telephone, letter, and personal contacts made by partner agencies on behalf of a client to provide information and assistance regarding eligibility assessments and application procedures
• Determines referrals and exemptions for employment programs
• Refers suspicious or questionable cases to the Program Integrity Unit for further investigation
• Determines accuracy of information and reconciles discrepancies
• Keeps informed of all process and program change
• Explains program rules and requirements to the public and customers
• Ensures all data is entered into electronic data systems accurately and timely
• Electronically documents all service contacts and case actions
• Maintains security of all customer records
• Uses a one-touch philosophy for consortium calls, which means processing all action items attached to a case at time of call or interaction in person
• Performs SNAP/FoodShare quality assurance reviews using the tool determined by DHS, currently the Pre-Certification Tool, to review SNAP/FoodShare applications and re-certifications prior to issuance of benefits
• Performs other duties as required or assigned

Success Factors

Knowledge Of

• Public assistance program policies and procedures and available community resources
• Provision of quality customer service and case management in a call center environment
• Evaluation processes and techniques, interviewing techniques, and case file and computer records management
• CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment

Skill In

• Microsoft Office Suite, including Word, Excel, and Outlook
• Organization and time management, decision-making, customer service, written and oral communication
• De-escalation

Ability To

• Maintain a professional demeanor with the public, establish customer relationships, and have strong interpersonal skills
• Enter alpha-numeric data into multiple entry systems
• Communicate effectively with other staff members, supervision, and the public
• Gather, organize, and evaluate data quickly to meet deadlines
• Work respectfully in a diverse and inclusive environment and remain professional and courteous at all times
• Adhere to strict computer security and confidentiality guidelines
• Adhere to process protocol and apply established protocols in a timely manner

Job Requirements, Education, Training And Experience

Required Education and Experience

• High school diploma or GED equivalent

Preferred Education And Experience

• Associate degree in Human Services, Sociology, or related field
• Experience working in a call center or customer service environment
• Experience with individuals of varying socioeconomic backgrounds
• Bi-lingual proficiency (English/Spanish)
• Or any combination of education, training, and experience which provides the required knowledge, skills, and abilities

Other Job Requirements

• Regular attendance and punctuality
• Successful completion of new worker training program within allotted time frame; must comply with all requirements

Benefits

• Health, dental and vision insurance effective first of month following 30 days of employment, with the ability to reduce premium contribution through participation in a wellness program
• Flexible Spending Accounts
• Employee Assistance Program
• Paid Time Off
• Volunteer Paid Time Off
• Twelve Paid Holidays
• Retirement Plan: Participation in the Wisconsin Retirement System which includes county-paid life insurance
• Tuition Reimbursement

Physical Demands

• The position involves light physical demands and could include exerting up to 20 pounds of force occasionally and up to 10 pounds of force frequently
• Ability to remain in a stationary position during shift
• Ability to repeat the same movements
• Ability to complete tasks in a call center environment
• Ability to speak clearly so listeners can understand, and to hear/understand the speech of another person
• Ability to view details of documents and text on computer screen that are less than a few feet away
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects

Selection Process

• Application Review - Qualifying
• Oral Interview - Qualifying
• Background Check - Qualifying
• Drug Screen - Qualifying

If you require accommodations at any point in the selection process because of a disability, please notify Human Resources in advance for arrangements.

Applications must be submitted no later than Monday, August 17, 2026, at 12:00 noon.

To learn more about the Kenosha County Division of Workforce Development Economic Support Program, please visit: https://www.kenoshacountywi.gov/264/Workforce-Development

Kenosha County is a Wisconsin Retirement System participating employer. Your participation is required, which includes an employee contribution.

The pay grade for this position is NE7 (Min. $22.26 - Max. $28.32 per hour).

We are located in Kenosha County, an expanding community along the shores of Lake Michigan and less than an hour away from Milwaukee and Chicago. To see why Kenosha County is a great place to live, work, and play, please visit: https://www.visitkenosha.com/ or https://lifebalancedkenosha.com/.

Thank you for your interest in employment with Kenosha County!

https://www.kenoshacountywi.gov/jobs