Economic Support Specialist

COUNTY OF DANE; Madison (WI); On-site; USD 42,000 - 60,000; Full time

Job summary

COUNTY OF DANE seeks an entry-level Economic Support Specialist in the Economic Assistance Division to perform call center and case management for Medical Assistance, Child Care Subsidies, Food Stamps, and related programs. The role requires applying federal, state, and local policies to determine eligibility and provide information and referrals to Dane County residents.

Ideal candidates have at least high school education and two years of related experience, with sensitive data handling and

Qualifications

• High School diploma or equivalent; two years of experience in case management or eligibility determinations.

Responsibilities

• Answer calls and address customer issues as part of a county call center.
• Provide case management to participants of economic assistance and employment programs.
• Determine eligibility through interviews, documents, and collateral investigations; enter data in eligibility systems.
• Explain agency services, payments, and client rights and responsibilities; maintain accurate case files.

Skills

Case management

Eligibility determination

Customer service

Education

High School diploma or equivalent

Tools

Computer systems

Job description

COMMITMENT TO EQUITY AND INCLUSION

As an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customers’ needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence - the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply.

DEFINITION

An entry level classification in the Economic Assistance Division of the Department of Human Services, under general supervision, to perform call center and case management functions for applicants/recipients of Medical Assistance, Child Care Subsidies, Food Stamp Program, and other economic assistance programs; to apply complex federal, state, and local policies to achieve program objectives; to provide information and referral services to Dane County residents; and to do related work as required.

EXAMPLES OF DUTIES

Approximately 75% of the Economic Support Specialist (ESS) duties are to answer calls and address customer issues as part of an eight (8) county call center, which may include many of the duties listed. Provides case management to participants of economic assistance and employment programs in person, on the phone, or electronically; accepts applications for program benefits; determines eligibility through interviews, documents, and collateral investigations; enters information in computerized eligibility systems and other computer programs; explains agency services, payment delivery, and client rights and responsibilities; maintains accurate, well documented case files; effectively utilizes case management tools, including computer documents; accurately determines program placement and payments; responds to emergency need situations; makes referrals for supportive services; maintains an effective working relationship with collateral agencies; maintains a current knowledge of applicable federal and state regulations and local policies; investigates complaints and fraud allegations; prepares for and offers testimony in administrative (civil) hearings; and regularly attends in-service training programs.

EDUCATION, TRAINING AND EXPERIENCE

Any combination of education, training and experience equivalent to High School graduation (or equivalent) and two (2) years’ experience providing case management and/or eligibility determination of clients. Two (2) years of related college study may be substituted for the described experience. Must have at least one (1) year of experience with electronic data processing equipment and use of current computer programs.

SPECIAL REQUIREMENTS

Flexibility of job position and office location is essential. No one is permanently assigned to a specific unit or office. Good organizational skills are imperative to a successful career. A valid driver’s license (or eligibility for) and access to personal transportation may be required for some positions. For positions requiring a driver’s license and transportation, candidates who reach the final selection process will be subject to a thorough driving record background check. Some positions may require bilingual skills in a Southeast Asian language (Cambodian, Hmong, Laotian or Vietnamese) and English, and bicultural in Southeast Asian (Cambodian, Hmong, Laotian or Vietnamese) and American. Some positions may require bilingual skills in Spanish-English. (Must be able to pass bilingual tests.)

BACKGROUND CHECK STATEMENT

Some positions may require a criminal background check which can include fingerprinting due to the nature of the job’s responsibilities. Wisconsin’s Fair Employment Law, s. 111.31 – 111.395, Wis. Stats., prohibits discrimination because of an arrest or conviction record. However, Dane County may disqualify an applicant if the position’s responsibilities are substantially related to the applicant’s criminal history (e.g., the nature of the crime and its relationship to the position, whether hiring, transferring or promoting an applicant would pose an unreasonable risk to the business, its employees, customers and vendors, etc.). Management reserves the right to make employment contingent upon successful completion of the background check.

FOR BILINGUAL POSITIONS

• Provide services in both English and the required foreign language (e.g., Spanish, Arabic, Hmong, etc.).
• Applicants being considered for bilingual positions will be tested during the recruitment process prior to employment. This will primarily consist of passing an oral language proficiency assessment from English to foreign language and foreign language to English, but may require additional language testing, such as written translation, if it is an essential function of the job.

PHYSICAL AND ENVIRONMENTAL WORK REQUIREMENTS

Sedentary work, using cordless headsets, reading from computer monitors, and using a keyboard and mouse for up to eight hours per day, interactions on a regular basis with individuals who are experiencing economic and personal distress due to various issues; creating potentially volatile situations, engage in lengthy verbal conversations with clients, coworkers, and community partners both in person and over the phone, flexibility of job position, duties and office location is essential - no one is permanently assigned to a specific unit or office, much of the work is confined to your work area, connected to phone system, standard work hours are Monday through Friday, 7:45 am – 4:30 pm.

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 while providing polite, accurate, and comprehensive service; ability to implement rules and regulations; ability to work with constantly changing policies; ability to make frequent and accurate computer entries; ability to deal effectively with persons who may be hostile, non-cooperative or evasive.