Economic Support Specialist

County of Waupaca; United States; On-site; USD 31,000 - 33,000; Full time

Job summary

County of Waupaca seeks an Economic Support Specialist to interview applicants, determine eligibility for public assistance, and manage calls in the county Call Center. You will work with recipients in person and by phone under the Economic Support Manager and Lead specialists.

Responsibilities include case processing, providing courteous service, explaining program rights, assisting with forms, and coordinating with partner agencies to verify information and issue benefits timely.

Qualifications

• Knowledge of interviewing techniques, conflict resolution, problem solving, and case management.
• New ESS Specialists must complete new worker training during the first six months.
• Two years experience in an administrative setting and interacting with the public.

Responsibilities

• Performs case processing for various programs.
• Provides courteous customer service with a trauma-informed approach.
• Explains programs and rights and responsibilities to clients.
• Assists clients with completing forms and gathering documents.
• Interacts with medical personnel, landlords, and other agencies to verify information.
• Manages data entry in statewide systems and determines eligibility.

Skills

Interviewing

Conflict resolution

Problem solving

Case management

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

SALARY RANGE $22.84 - $24.18

Starting WORK ASSIGNMENT DETAILS

As a function of the Waupaca County Department of Human Services, the Economic Support Specialist conducts interactive interviews with applicants and recipients for eligibility determination of public assistance programs. In addition, this position manages calls in the consortium Call Center, conducts interviews, and makes changes to cases, answers questions, and processes documents. The Economic Support Specialist will work with recipients both in person and over the telephone as a function of the Call Center This position works under the direct supervision of the Economic Support Manager with general guidance provided by Lead Economic Support Specialist(s).

ESSENTIAL RESPONSIBILITIES

• Performs a variety of case processing functions and activities as needed for various programs.
• Provides courteous customer service; utilizing a Trauma Informed approach.
• Explains programs and answers questions for clients on various programs, explains client’s rights and responsibilities, including reporting requirements.
• Assists clients, if requested, in completing required forms and securing necessary documents.
• May refer clients to other agencies or services and assists these agencies in serving the clients needs.
• Conducts interactive interviews for eligibility determination and/or redetermination in the statewide computer systems and enters appropriate data to initiate, maintain, and terminate eligibility for benefits and/or programs in person or by phone.
• Secures, records, and verifies all collateral data for accuracy and completeness.
• Confirms initial benefits, ongoing benefits and program denials.
• Identifies and refers situations in need of further verification, which are error prone or fraudulent.
• Interacts with others such as medical personnel, attorneys, landlords, banks, insurance companies, and other government and community agencies to verify information for issuance of benefits.
• Calculates auxiliary payments or initiates recovery of overpayments, and sends appropriate notices, implements sanctions of benefits for failure to comply with program requirements, informs recipients of changes in procedures or benefits, reviews computer data exchange matches and takes appropriate action when information does not match.
• Initiates correspondence to proper parties or agencies in the event of a fair hearing and represents the agency in legal proceedings and fair hearings.
• Assists in ensuring fair and equitable treatment of all applicants for and recipients of programs and services offered and provided by the Division.
• Upgrades skills and knowledge through training and staff meetings as required and approved by the Manager.
• Maintains agency confidentiality.

PERIPHERAL RESPONSIBILITIES

• Provides back up for the other ESS Specialists during absences.
• Performs other duties as assigned by the Economic Support Manager.

QUALIFICATIONS

EDUCATION

High school diploma or equivalent with higher education in a related field preferred. **New ESS Specialists must complete new worker training during the first six months in the position.

EXPERIENCE

Two years experience in an administrative setting and interacting with the public.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of interviewing techniques, conflict resolution, problem solving, and case management practices. Knowledge and understanding of trauma informed care and the impact of adversities. Working knowledge of modern office practices and procedures; working knowledge of computers. Ability to meet program/system deadlines for timely benefit issuance. Ability to follow written and oral instructions. Ability to communicate effectively orally and in writing. Ability to establish and maintain effective working relationships.

CLASSIFICATION SPECIFICATION BENEFITS

Waupaca County's group insurance plan and other benefit policies comprise a package that is competitive and satisfies the needs of its employees. This summary is intended to give only a brief overview or definitive source of information. Positions that have a schedule of sixty or more hours in a two week pay period qualify for the following benefits:

Waupaca County is a place where people come to live well, work with a purpose, and enjoy the natural beauty that makes this region a beloved destination. From our scenic lakes and winding rivers to our vibrant small communities, the county offers a balance of opportunity, connection, and quality of live that's hard to match. As an employer, Waupaca County is committed to providing exceptional service to the residents and guests who rely on us every day. Our team supports the community in many capacities - public safety, health and human services, safe roads and highways, land conservation, and more. Every role contributes to strengthening the place we call home. We take pride in fostering a workplace where people feel valued, supported, and empowered to make a meaningful impact. Whether you're building your career, seeking a new challenge, or looking for a community-minded organization where your work truly matters, Waupaca County offers a rewarding path forward. Join us in serving a county that's not only a great place to visit - but an even better place to build your life and career.