ECONOMIC SUPPORT SPECIALIST

La-Crosse-County-; La Crosse (WI); On-site; USD 38,000 - 52,000; Full time

Job summary

La Crosse County in Wisconsin seeks an entry-level Eligibility Contact Specialist to determine program eligibility and perform case management in a high-volume call center. You will interview residents by phone, relay information, and input data into the eligibility system.

The role requires applying complex federal, state, and local policies, with a 12-16 week paid training period to receive Income Maintenance certification. Travel may be required.

Qualifications

• Associate Degree preferred; may be substituted with relevant experience in economic support eligibility determination.
• Experience in customer service relating to benefits is preferred.
• Ability to work in a highly structured call center environment with strict rules.
• Valid driver’s license and reliable transportation required.
• Willingness to travel for training (12-16 weeks).

Responsibilities

• Conduct phone interviews to determine eligibility for programs.
• Input and verify financial and nonfinancial information in eligibility systems.
• Explain available programs, client rights and responsibilities.
• Maintain accurate, well-documented electronic case files.
• Authorize monetary benefits and process cross-matches; provide referrals.
• Attend ongoing trainings regarding changes in regulations and protocols.

Skills

Interviewing

Communication

Data entry

Attention to detail

Customer service

Education

Associate Degree

Job description

Overview

FLSA : Non Exempt This is an entry level position in the Economic Support Section of the Department of Human Services, working within the eight-county Western Region for Economic Assistance (WREA) Consortium. This role determines eligibility and provides ongoing case management in a timely and accurate manner for the following public assistance programs: Medical Assistance, BadgerCare Plus, Food Share/SNAP Caretaker Supplement (CTS) and Wisconsin Shares Child Care subsidies. Applies complex federal, state and local policies to achieve program objectives, and provides information and referral services to residents within the eight-county service area. Majority of time is spent on the phone conducting interviews, relaying information to program applicants/recipients and inputting data into computerized eligibility system. Must be able to multi-task in a fast paced, high-volume, highly structured, call center environment that operates under strict rules and regulations. A 12-16 week paid training period is required to receive Income Maintenance certification at beginning of employment, which may require travel.

Essential Leadership Functions

Act with Integrity and Build Trust

• Demonstrate mutual respect, humility, and honesty in all interactions

• Speak up appropriately, even when expressing unpopular viewpoints

• Actively listen and remain open-minded to diverse perspectives

Drive for Results

• Set clear goals and objectives to motivate self and others to achieve outcomes

• Seek new opportunities to improve processes and drive sustainable results

• Hold self and others accountable through consistent evaluation and monitoring

Develop Talent and Effective Teams

• Foster a collaborative environment that encourages knowledge sharing and growth

• Provide mentorship and support to help self and others reach full potential

• Recognize and leverage diverse strengths within self and team

Lead with Vision and Strategy

• Understand and communicate a compelling vision that aligns with organizational goals

• Develop and execute comprehensive strategies to achieve long-term objectives

• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully

Lead with Paradoxical, Critical, and Agile Thinking

• Navigate complex situations by considering multiple perspectives

• Adapt quickly to changes and uncertainties in the work environment

• Make critical decisions using analytical skills, experience, and input from others

Build and Maintain Effective Relationships

• Communicate and collaborate effectively with stakeholders across the organization

• Influence others through coaching, consulting, and team-minded thinking

• Develop and sustain partnerships that create positive outcomes for all stakeholders

Cultivate Community Engagement and Provide Excellent Service

• Understand and address the needs and concerns of the community

• Incorporate community perspectives into decision-making processes

• Drive initiatives that create positive impacts beyond the organization

Demonstrate Emotional Intelligence

• Show self-awareness and manage emotions effectively in challenging situations

• Seek and respond constructively to feedback, even in the face of setbacks

• Balance empathy with accountability when leading self and working with others

Essential Job Functions

Demonstrates self-leadership, seeks out opportunities for personal growth and development, accepts feedback and demonstrates ability to learn and apply.

Shares ideas and demonstrates respect, humility, honesty, and open-minded thinking.

Demonstrates flexibility, acceptance of change, and emotional intelligence.

Takes initiative and demonstrates the ability to think critically and strategically.

Participates as a contribution member of the team and brings authentic self to discussions regarding all aspects of work.

Demonstrates ability to build and maintain effective relationships.

Contributes positively to an inclusive work environment.

Conducts investigative interviews to obtain and enter financial and nonfinancial information that's necessary to determine eligibility for a program/programs of assistance.

Interviews are typically by phone, but occasionally in- person.

Evaluates information obtained through interviews or submitted electronically, including personal income, expense and tax information, to determine eligibility for income maintenance and Wisconsin Shares Child Care Assistance programs.

Answers phones in a Call Center setting to provide case management services: answers questions, provides case status updates, processes reported changes, troubleshoots eligibility problems, responds to emergency needs, processes verifications, re-determines eligibility and benefit amounts, and makes referrals to other Department and community services.

Enters information in computerized eligibility systems and other computer systems. Manually determines eligibility for specific programs that are not automated or when system is unavailable.

Obtains and verifies third party information needed to determine eligibility. Explains available programs, client rights and responsibilities.

Maintains accurate, well documented, electronic case files.

Authorizes monetary benefits in child care authorizations, FoodShare, fees for service and capitation rates for both Medical Assistance and BadgerCare Plus, and authorizes caretaker supplement on social security income.

Responds to financial and non-financial cross-matches and alerts from other systems.

Identifies and prepares fraud and program integrity referrals. Provides testimony at administrative hearings and in court.

Identifies risk factors such as AODA, domestic abuse, disabilities, or suspected child/elder abuse and reports to appropriate services.

Assesses individual and family needs and makes referrals to other Department or community services. Attends ongoing trainings regarding changes in the federal and state regulations, and technical advancements.

This is a public service position, and employee is required to be courteous, cooperative and respectful at all times, with the public and clients. Also establishes and maintains a courteous, cooperative and respectful working relationship with other employees, supervisors, and public officials.

Employee is expected to report to work when scheduled, with minimum use of sick leave, to build up sick leave balance for income protection for unexpected illness.

Physical demands: Large percentage of time is spent in office sitting at desk, reading, writing, talking, hearing, fine motor skills for computer input and retrieval and using the computer mouse, calculators or other office machines. Sits, stands, bends, and reaches intermittently throughout the day. Handles papers and manuals, etc., lifts files, copy paper and other office materials. Occasionally moves about the office and travels to other sites for meetings and/or home visits.

Related Job Functions

Assists in evaluating office procedures to ensure effectiveness and efficient service delivery.

May be required to work nights, weekends, or during community emergencies and/or disasters, when work may vary from normal job responsibilities.

Must travel for training.

This job description is not intended to encompass every jo duty or responsibility, but is only illustrative. This position is required to perform other duties as may be assigned or required.

Knowledge, Skills and Abilities

Knowledge of case management principles; interviewing skills.

Knowledge of community resources available to recipients and applicants.

Ability to read complex manuals and handbooks and follow the orderly directions they provide.

Ability to work independently with minimum supervision.

Ability to work within strict time deadlines and establish routines to result in an even output of work.

Ability to be highly organized.

Ability to work accurately in order to avoid hardship to clients and costly federal or state sanctions.

Ability to work cooperatively with agency staff and public officials.

Ability to maintain confidentiality and objectivity.

Ability to communicate effectively orally and in writing.

Ability to handle a high volume of phone calls; ability to implement rules and regulations.

Ability to work with constantly changing policies.

Ability to make frequent and accurate computer entries.

Ability to communicate effectively with persons who may be distressed, non-cooperative or evasive.

Ability to effectively and efficiently perform data entry.

Training, Experience and Other Requirements

Associate Degree, preferably in Human Services, Public/Business Administration, Economics or Accounting. Degree could be substituted with experience in economic support eligibility determination for state benefits.

Preference for experience providing case management relating to benefit eligibility.

Preference for experience providing customer service relating to determination of eligibility for financial or other benefits with strict eligibility requirements.

Must be available and willing to work within a highly structured call center environment, with strict requirements to be on duty for acceptance of continually incoming calls.

Valid drivers' license and reliable transportation with adequate auto liability insurance to meet minimum County requirements.