Eligibility Services Specialist

State of Connecticut - Department of Social Services; Bridgeport (CT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

State of Connecticut - Department of Social Services in Bridgeport, CT seeks an Eligibility Services Specialist as a working supervisor in a fast-paced contact center. You will mentor frontline staff, provide coaching on complex cases, and help ensure exceptional service while supporting onboarding and training.

The role requires six years of experience in client eligibility determination, with one year at Eligibility Services Worker level.

Qualifications

• Six (6) years of experience in the determination of client eligibility for public assistance.
• One (1) year of the General Experience must have been at the level of an Eligibility Services Worker.
• College training may substitute for General Experience (15 sem hrs = 0.5 year, max 4 years with Bachelor’s).
• A Master’s degree may substitute for one additional year of General Experience.

Responsibilities

• Plans unit workflow and determines priorities.
• Schedules, assigns, oversees and reviews work.
• Establishes and maintains unit procedures.
• Provides staff training and assistance including monitoring and assessing current and projected needs.
• Conducts or assists in conducting performance evaluations.
• Acts as liaison with operating units, agencies and outside officials regarding unit policies and procedures.
• Provides technical and procedural support to staff.
• Acts as liaison with Eligibility Services Supervisor concerning unit training needs.

Skills

Interpersonal skills

Oral & written communication

Interviewing skills

Problem solving

Training ability

Supervisory ability

Eligibility Management System

Job description

Introduction

Are you a current Department of Social Services employee with six (6) years of experience in the determination of client eligibility for public assistance with one (1) year at the level of an Eligibility Services Worker? If so, we encourage you to consider the Fair Hearings Supervisor position below! The State of Connecticut, Department of Social Services (DSS) is accepting applications for one (1) full‑time Eligibility Services Specialist located in Bridgeport, CT. The Eligibility Contact Center (Tier 1) will be the first point of contact for our clients. We are a professional, fast‑paced team answering a high‑volume of calls related to a variety of questions such as general information, program status, status of submitted documents via phone. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources either within DSS or to external teams.

We are seeking a collaborative, customer‑focused professional to join our team as an Eligibility Services Specialist. In this dynamic role, you will play a key part in supporting frontline staff who help Connecticut residents access essential benefits and services. As a leader and mentor within a fast‑paced contact center environment, you will assist with onboarding and training new staff, provide coaching and guidance on complex client interactions, and help ensure exceptional customer service through quality assurance and performance monitoring.

The ideal candidate is an effective communicator who thrives in a team‑oriented setting and is passionate about developing others. Working closely with agents, supervisors, and management, you will foster a positive and productive workplace, assist with resolving challenging eligibility cases, monitor key service level metrics, and contribute to continuous improvement efforts. If you enjoy mentoring others, solving problems, and making a meaningful impact on the delivery of public services, we encourage you to apply and become part of a team dedicated to serving Connecticut's residents with professionalism, compassion, and excellence.

POSITION HIGHLIGHTS

• Location: Bridgeport, CT
• Shift: First (full time | 40 hours per week) | Hybrid
• Schedule: 8:00 am – 4:30 pm OR Monday – Friday | 8:30 am – 5:00 pm
• NOTE: You must be a current DSS employee to be considered. Please see selection plan for additional details.

WHAT WE CAN OFFER YOU

• As a current State of Connecticut employee, you will receive the same excellent benefits you are already accustom to.
• Professional growth and development opportunities.
• A healthy work/life balance to all employees.
• The State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service. Click here for more information.

DISCOVER THE OPPORTUNITY TO

• Engage in a rewarding career
• Make a difference in the public sector
• Work together in a collaborative team environment

MORE ABOUT US

DSS delivers and funds a wide range of programs and services as Connecticut’s multi‑faceted health and human services agency. DSS serves about 1 million residents of all ages in all 169 Connecticut cities and towns. We support the basic needs of children, families, older and other adults, including persons with disabilities. Services are delivered through 12 field offices, central administration, and online and phone access options.

Please note that DSS takes part in the E‑Verify system, which is a web‑based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States.

START WITH US. STAY WITH US. GROW WITH US.

Selection Plan

In order to be considered for this job opening you must be a current State of CT employee of the agency listed above for at least six (6) months of full‑time service or full‑time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application.

Purpose of Job Class (Nature of Work)

In the Departments of Children and Families and Social Services this class is accountable for acting as a working supervisor and policy specialist in the provision of eligibility services to clients of the department's various assistance programs and may provide a broad range of client services and economic support aimed at maintaining or achieving a client's full potential for self‑direction, self reliance and independent living.

Examples of Duties

• Plans unit workflow and determines priorities
• Schedules, assigns, oversees and reviews work
• Establishes and maintains unit procedures
• Provides staff training and assistance including monitoring and assessing current and projected needs
• Conducts or assists in conducting performance evaluations
• Acts as liaison with operating units, agencies and outside officials such as third party providers, social services agencies and attorneys regarding unit policies and procedures
• Provides technical and procedural support to staff
• Acts as liaison with Eligibility Services Supervisor concerning unit training needs, practical program implementation problems and effectiveness of unit workflow procedures
• Acts as unit policy specialist in difficult, unusual and/or complex case resolution
• Facilitates the resolution of systems and data problems
• Provides eligibility services and/or vocational services to clients assigned to individual caseload
• Conducts in‑depth interviews with applicants experiencing difficulty in meeting program eligibility requirements
• Evaluates clients' financial needs and stabilizes economic situation by providing necessary assistance and services
• Periodically reviews eligibility to ensure correct benefits level
• Conducts comprehensive social services assessment to identify potential barriers to employability
• Provides necessary eligibility, employment and supportive services to reduce barriers and promote self sufficiency
• Monitors client progress with employability plan and takes appropriate actions including conciliation and/or sanctioning
• May make recommendations on policies or standards
• May prepare reports and correspondence
• May provide client orientation to agency programs and support services
• May be responsible for agency components of client Independence Plans
• May make presentations within agency and/or community
• Performs related duties as required

Knowledge, Skill and Ability

• Considerable knowledge of
• and ability to interpret and apply relevant agency policies and procedures
• and ability to interpret and apply relevant state and federal laws, statutes and regulations
• available community support and social services resources
• common individual and/or family financial practices and investments
• Eligibility Management System
• Knowledge of
• counseling and interviewing techniques
• employment problems of economically disadvantaged and issues which are barriers to employment
• Skills
• interpersonal skills
• oral and written communication skills
• interviewing skills
• problem solving skills
• Ability to maintain client records and prepare reports
• Training ability
• Supervisory ability

Minimum Qualifications – General Experience

Six (6) years of experience in the determination of client eligibility for public assistance.

Minimum Qualifications – Special Experience

One (1) year of the General Experience must have been at the level of an Eligibility Services Worker.

Minimum Qualifications – Substitutions Allowed

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
• A Master's degree in a closely related area may be substituted for one (1) additional year of the General Experience.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

Acknowledgement

As defined by Sec. 5‑196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all‑inclusive of every task and/or responsibility.