Economic Support Specialist

About the role

Perform case management and call center functions, providing referral services for the Southern Consortium, which consists of seven counties. Maintain knowledge of ever-changing Federal and State rules, policies, and procedures for numerous Income maintenance programs that support essential needs, including healthcare, food, shelter, childcare, and long-term care services.

Responsibilities

• Answer calls for the Southern Consortium, following policy and procedure as stated in the Southern Consortium Call Center Process Guide, while maintaining a high standard of customer service.
• Perform call center functions, including answering questions, taking applications, reviewing cases, entering changes, scheduling appointments, and determining eligibility for various assistance programs.
• Determine eligibility and provide ongoing case management for participants of economic support, processing applications, renewals, and change reports within established timelines and following policies, regulations, and processes set by County, Consortium, State, and Federal regulations.
• Maintain accurate, well-documented case files, and effectively utilize case management tools.
• Resolve all case discrepancies using various means available, including contact with other agencies, investigations, and cross-matches/database searches.
• Prepare fraud and program integrity referrals, and participate in/testify at fair hearings and court proceedings.
• Investigate complaints and fraud allegations received from the Office of Inspector General (OIG), outside agencies, and the public.

Requirements

• Two years of education from an accredited college or university with major coursework in social sciences or related fields, or two years of experience providing case management and/or eligibility determination of clients, or equivalent combination of training and experience.
• Experience with electronic data processing equipment and use of current computer.
• Ability to sit, walk, or stand for long periods, exert up to 10 pounds of force occasionally, and use a computer and computer keyboard.

Qualifications

• Knowledge of social and economic conditions in the community.
• Ability to work effectively cross-culturally.
• Knowledge of community resources available to recipients and applicants.
• Ability to read complex manuals and handbooks and follow orderly directions.
• Ability to maintain confidentiality and objectivity.
• Ability to gather and report factual information.
• Ability to work independently and exercise judgment.

Benefits

• Health insurance, including a wellness component, with a choice of Dean Health Care or Mercy Health Care.
• Vacation time, earned according to a schedule.
• Holidays, including New Year's Day, Martin Luther King Jr. Day, Spring Holiday, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Friday following Thanksgiving Day, Christmas Day, and one floating holiday.

Pay

Rock County has a pay grid with 14 steps for every classification. Employees are paid every two weeks on Friday, with direct deposit required. There is a two-week delay between the pay period worked and the payday.