Account Specialist - Change of Payee and Discharge

About the role

The Human Services team at Public Consulting Group (PCG) helps state and municipal human services and economic development agencies keep their promises—responsibly and sustainably—to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations.

Responsibilities

• Aid older foster youth and families in understanding federal benefit programs and eligibility requirements
• Provide education, advocacy, and ongoing support to youth and caregivers during and after the transition from care
• Support the representative payee process, including guidance on responsibilities and compliance
• Offer clear, accurate, and compassionate customer service to youth, families, and caregivers
• Explain complex policies, processes, and financial information in a clear, easy-to-understand manner
• Track individual caseload, documentation, and required timeframes to ensure timely and accurate service delivery
• Collaborate with internal teams and external stakeholders to support positive outcomes for youth and families

Requirements

• Experience with working in a customer service, benefits administration, case management, social services, or human services role
• Experience supporting youth, families, or vulnerable populations, particularly those involved with foster care, transition-age youth programs, or social service systems
• Demonstrated ability to explain complex policies, procedures, or financial information in a clear, patient, and easy-to-understand manner
• Strong organizational skills with the ability to manage a caseload, track deadlines, and meet required timeframes
• Proficiency with standard office software and databases (e.g., Microsoft Office, case management or benefits tracking systems)
• Excellent written and verbal communication skills with a strong emphasis on professional, accessibility, and customer service
• Reliable, detail-oriented, and able to work independently while collaborating effectively with a team

Qualifications

• Education: A Bachelor’s degree or 2 years of relevant experience
• Strong background in customer service or other types of engagement programs
• Familiarity with Social Security benefits and/or human services organizations a plus

Key Skills & Competencies

• Strong communication skills with the ability to explain complex information clearly and empathetically
• Excellent customer service and relationship-building abilities
• Strong organizational and time-management skills with the ability to track workloads and deadlines
• Attention to detail and accuracy in documentation
• Ability to work independently while also collaborating effectively within a team
• Cultural competency and sensitivity when working with diverse populations

Pay

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave. Range: $60,700 - $70,700