Family Services Representative III

About the role

The Family Service Representative III is the advanced journey level classification. Incumbents in this class spend a substantial part of time on the more difficult, sensitive and specialized functions requiring an advanced level of knowledge in public assistance intake, case management and related activities, departmental procedures, and County's automated system. They also have high client contact and make independent decisions on a majority of issues regarding eligibility and benefits. This position may serve in a lead capacity.

Responsibilities

• Performs interactive interviews in person or by telephone to elicit eligibility.
• Communicates effectively both orally and in writing with the clients and others while maintaining confidentiality.
• Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services.
• Authorizes benefits and notices of action.
• Generates appointment letters and other required documentation and correspondence.
• Makes referrals to other staff members or community resources for clients in need of health, social and/or employment services.
• Evaluates complaints of discrimination filed by clients, reviews requests for Fair Hearings, reviews case records and related documents for issues under appeal.
• Prepares detailed position papers providing present and/or past pertinent regulations, court decisions, and County policies and precedents.
• Develops and conducts training material for the eligibility services and coordinates/conducts training sessions on program regulations and procedures.
• Troubleshoots task and/or case issues to determine appropriate resolution of problems, involving Help Desk as needed; may participate in system testing and design.
• Organizes and prioritizes caseload/workload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.
• Responds to questions and complaints of clients in person, by telephone, mail and/or email communication.
• Participates in special projects, studies, work assignments, meetings, conferences and committees.

Requirements

Knowledge of public social service programs goals and purpose and resources available to clients. Laws, rules and regulations necessary for public assistance and case management for all programs. Inter-relatedness of each public assistance program and its effect on the client. Situations requiring referral to employment, health or social service staff or community resources. In-depth and analytical interviewing and fact finding techniques. Available resources used to verify and obtain financial and social information. Basic record keeping practices and procedures and business mathematical concepts. Automated system used within California's County social services departments. General functions of the Agency and how to integrate those activities to best serve the clients. Computers and software programs (e.g. Microsoft software applications) to conduct research, assess information and/or prepare documentation for project and task coordination.

Qualifications

• One (1) year of full-time experience equivalent to a Family Services Representative II.
• Three (3) years of full-time experience determining eligibility for public assistance programs in a public human services agency.

Skills

Ability to conduct in-depth interviewing and fact finding procedures utilizing an automated system. Lead, direct and train other eligibility staff. Evaluate and make appropriate recommendations for corrections on selected cases. Determine appropriate course of action in emergency situations. Use organizational skills to handle high client contact effectively. Interview effectively in difficult or emotional circumstances. Operate a complex interactive automated system and peripheral equipment. Distribute significant sums of public assistance monies and grant benefits according to prescribed laws, rules, policies and procedures and in an ethical manner. Communicate effectively both orally and in writing in standard English. Read and understand complicated and detailed correspondence and reports, complex regulations, and policy directives. Prepare and maintain accurate, clear, concise and orderly reports, statistics, and chronological records. Understand and follow complex instructions and procedures. Work under stress and under timelines with interruptions. Understand and accept the difference in human behavior resulting from diverse socio-economic and cultural backgrounds and/or various forms of deprivation. Exercise tact when dealing with others and maintain cooperative working relationship with clients.

Benefits

N/A

Pay

N/A

Schedule

N/A