Eligibility Specialist (FNS)

Union County, NC; Monroe (NC); On-site; USD 36,000 - 54,000; Full time

Job summary

Union County, NC seeks an Eligibility Specialist to determine eligibility for economic assistance programs (Food & Nutrition, TANF, Childcare, Medicaid) and to provide ongoing caseload management. The role involves interviewing clients, verifying information, applying federal/state policy, documenting findings, and coordinating with other programs to ensure timely support.

Strong communication, Excel basics, and bilingual Spanish-English skills are highly valued.

Qualifications

• Interviews and assesses applicant eligibility for public assistance programs.
• Determines and documents eligibility based on state/federal guidelines.
• Coordinates services and makes appropriate referrals.
• Maintains accurate case records and reports.
• Utilizes Compass and NC FAST for data management.

Responsibilities

• Conducts client interviews to determine program eligibility.
• Verifies information and applies program policies.
• Provides information on benefits and processes to clients.
• Maintains case records and prepares management reports.
• Collaborates with other programs to coordinate services.

Skills

Public benefits knowledge

Interviewing techniques

Spanish language

Excel basics

Customer service

Education

High school diploma or GED

Associate’s degree in Human Services/related field

Tools

NC FAST

Compass

Job description

The Eligibility Specialist, under general supervision, performs tasks related to the determination of eligibility and providing ongoing caseload management for economic service assistance programs such as Food and Nutrition Services, Temporary Assistance to Needy Families (Work First), Childcare, Families and Children, and/or Adult Medicaid. Implements effective caseload management techniques; assesses the customer's need for services; and participates in staff and program development. Employee must exercise tact, courtesy, and good judgment in contact with county employees, outside organizations, and the general public. Employee must also establish and maintain effective relationships as necessitated by work assignments.

Conducts interviews (face-to-face, by telephone and/or through third party verification) with customers utilizing established interviewing techniques to determine eligibility (also uses ex parte' information to determine eligibility) for economic services assistance; follows up with customers within established guidelines.

Responds to inquiries from clients and citizens regarding benefits, application process, and/or program eligibility.

Explains public assistance program requirements and options to client/applicant.

Assesses customers’ needs, makes appropriate referrals and coordinates services available from other programs in a timely manner; provides guidance and direction in crisis situations; appropriately defuses emotions and fosters customer readiness to use available services and pursue self-sufficiency.

Computes and authorizes amounts of assistance for different programs.

Evaluates and verifies information and assesses the validity of customer documentation; applies federal, state, and county policies and procedures within prescribed time frames with a minimal number of errors, overdue applications, and case re-determinations.

Coordinates with other programs to ensure proper processing.

Documents case findings within established timeframes accurately to reflect customer's situation and to substantiate verification of all eligibility factors; initiates and updates data in multiple computer systems accurately (Compass and NC FAST).

Provides information to clients/applicants regarding programs, services, eligibility requirements and outcomes.

Identifies cases for investigation of potential fraud and submit appropriate fraud referral documentation.

Completes client re-certification for eligibility.

Assists in local and state hearings process as necessary.

Maintains and updates case records and management reports using computer skills and documentation.

Schedules unit eligibility activities, establishes priorities and complies with deadlines using effective time management and organizational skills; participates in appropriate training sessions to enhance job performance. Establishes activities and priorities appropriately; maintains current records and management reports which reflect an accurate accounting of caseload responsibility; appropriately utilizes and applies training received.

Maintains proficiency in researching the on-line integrated manual, job-aides, and administrative letters with the ability to apply the policy/procedures obtained from the respective sources; requests assistance/clarification of policy that may appear to be vague or unclear.

Understand and apply pertinent Federal, State and local codes, laws and regulations.

Ability to develop and maintain cooperative and courteous relationships with division employees, staffers and managers in other divisions, representatives from organizations, and the general public so as to maintain good will toward the division and project a good division image.

Assists supervisor with training of peers as requested.

May assists with community awareness presentations to community groups.

May temporarily serve as a lead worker; carrying out designated responsibilities utilizing established policies and procedures as requested.

Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED) and two (2) years of paraprofessional, clerical, or other public contact experience.

Licenses or Certifications:

None Specified.

Special Requirements:

Basic Excel knowledge.

This position may be subject to a fingerprint background check. Per NC General Statute 153A-94.2(b), applicants for a position of employment required to work with children in any capacity will be required to electronically submit fingerprints to the NC State Bureau of Investigation for a state and national criminal history record.

PREFERRED QUALIFICATIONS

Education and Experience:

Associate’s Degree from an accredited college/university in Human Services Technology, Social Services, Business Administration, or a closely related curriculum and eligibility determination experience and three (3) years of paraprofessional, clerical, or other public contact experience; or equivalent combination of education and experience.

Licenses or Certifications:

None Specified.

Special Requirements:

NC FAST or other eligibility determination system experience.

Fluent in Spanish and English.

PHYSICAL DEMANDS

Must be physically able to operate a variety of machinery and equipment including computers, typewriters, copiers, facsimile machines, calculators, printers, telephone, etc. Must be physically able to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting, but may involve walking or standing for periods of time.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.