Income Maintenance Caseworker - Lancaster Customer Service Center

Commonwealth of Pennsylvania; Columbia (PA); Hybrid; USD 48,000 - 58,000; Full time

Job summary

The Commonwealth of Pennsylvania is seeking an Income Maintenance Caseworker for the Lancaster Customer Service Center to assist individuals with questions, determine eligibility, and guide families through financial and medical programs. This role emphasizes problem solving and delivering clear guidance to help the community.

After completing the 8-week IMSTP, you will handle customer calls, perform eligibility determinations, enter data, and maintain accurate case records while adhering to

Qualifications

• Four years of experience in interviewing or work requiring the analysis and interpretation of data.
• A bachelor's degree.
• Any equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements once they are within three months of graduating with a qualifying degree.

Responsibilities

• Interview customers by phone to gather information needed for case actions.
• Review and apply policy to decide eligibility for financial assistance, Medicaid, SNAP, LIHEAP, waivers, and other programs.
• Enter information into automated eligibility systems and complete required manual calculations.
• Type clear case comments that explain customer circumstances and changes.
• Apply federal and state regulations accurately while meeting required deadlines.
• Interpret policies and program rules to ensure correct processing of cases.

Skills

Interviewing

Data analysis

Policy interpretation

Education

Bachelor's degree

Equivalent experience/training

Job description

Are you ready to support individuals who need clear answers and steady guidance? The Income Maintenance Caseworker position with the Department of Human Services at the Lancaster Customer Service Center gives you the chance to help people every day. You will work with customers by phone, assist with case details, and provide information that helps families stay on track. This role is ideal for someone who enjoys problem solving and wants to make a positive difference.

Watch this video to see how you can make a difference!

After completing an 8-week Income Maintenance Standard Training Program (IMSTP), this position performs casework responsibilities in an office setting while assisting customers with a wide range of benefit programs. Key duties include answering incoming customer calls, reviewing case information, determining eligibility for financial and medical programs, and documenting clear and accurate case records. As an Income Maintenance Caseworker, you will perform the following duties:

• Customer Contact: Interview customers by phone to gather information needed for case actions
• Eligibility Determination: Review and apply policy to decide eligibility for financial assistance, Medicaid, SNAP, LIHEAP, waivers, and other programs the department administers for applicants and recipients in accordance with state regulations
• Data Entry: Enter information into automated eligibility systems and complete required manual calculations
• Case Documentation: Type clear case comments that explain customer circumstances and changes
• Policy Compliance: Apply federal and state regulations accurately while meeting required deadlines
• Information Review: Interpret policies and program rules to ensure correct processing of cases

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information

• Full-time employment, 37.5 hours per week
• Work hours are 8:30 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch. This may change based on operational needs.
• Travel and overtime as operationally necessary
• Telework: This position may be eligible to telework part time. Specific details of the telework schedule will be discussed during the interview process. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you must have the option to report to the headquarters office in Lancaster, PA. The ability to telework is subject to change at any time.
• Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $53,008.00 (before taxes).
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements

• Four years of experience in interviewing or work requiring the analysis and interpretation of data; or
• A bachelor's degree; or
• Any equivalent combination of experience and training.
• Applicants will be considered to have met the educational requirements once they are within three months of graduating with a qualifying degree.

Other Requirements

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.
• Hiring preference for this vacancy may be given to candidates who live within Lancaster County. If no eligible candidates who live within Lancaster County apply for this position, candidates who reside in other counties may be considered.
• You must be able to perform essential job functions.

Legal Requirements

• A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.
• You must pass a background investigation.
• This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

Veterans

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS)

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  • your score may be lower than deserved.
  • you may be disqualified.
• You may only apply/test once for this posting.
• Your results will be provided via email.