Lead Economic Support- Consortium

Under the direct supervision of the Economic Support Supervisor, this advanced-level position provides policy and technical guidance to Economic Support staff, reviews casework and phone calls for accuracy, and ensures compliance with State-mandated performance levels for the FoodShare program using the Pre-Certification Tool.

Responsibilities

• Advise staff in decision-making regarding applications, reviews, and changes; direct staff to solve consumer problems and offer solutions.
• Research complex policy and provide technical assistance to staff using handbooks, manuals, computer systems, or state call centers for correct case processing and eligibility determination.
• Respond to technical questions from staff, consumers, and the general public about programs and services.
• Maintain an advanced level of program knowledge and ensure accurate interpretation and presentation of Economic Support policies to staff.
• Assist in training new Economic Support Specialists by observing and coaching during interviews, providing feedback, and reviewing casework for accuracy and timeliness.
• Mentor new workers throughout training and ongoing caseload management.
• Provide technical assistance and troubleshooting for CARES and CARES Worker Web to eligibility staff.
• Utilize multiple complex computer programs and databases (e.g., CARES, CWW, KIDS, Forward Health Portal, SAVE) to record, research, investigate, and verify information; compute benefit levels; and monitor case activity.
• Consult with Economic Support Supervisors and Manager on policy, procedures, training, and quality improvement to meet State Performance Standards.
• Maintain a partial Economic Support caseload, performing determinations and re-determinations of eligibility and other necessary tasks for program administration.
• Evaluate and refer appropriate cases for Front End Verification and/or Fraud Investigation.
• Perform related functions as assigned.

Requirements

• Advanced knowledge of Economic Support functions, job duties, and state computer systems/software.
• Ability to utilize a computer and required software.
• Leadership skills to assist, coach, mentor, and support other staff.
• Ability to determine accurate case benefits and identify errors in case processing.
• Ability to implement policies and procedures and train staff.
• Ability to work accurately and efficiently under pressure.
• Ability to accept diverse consumer situations and problems without imposing personal standards.
• Proficiency in data entry and computer systems.
• Ability to establish and maintain effective working relationships with staff and the public, including people from diverse cultures.
• Strong interviewing skills to obtain information from the public.
• Effective oral and written communication skills.
• Ability to serve as a liaison between Economic Support Specialists, Supervisors, and Manager.

Physical Demands

• Lifting up to 20 pounds maximum, with frequent lifting and/or carrying of objects weighing up to 10 pounds.
• Frequent sitting; occasional bending, twisting, squatting, and reaching.
• Repetitive use of hands/feet for grasping, fine manipulation, pushing, pulling, and operating controls.
• Clear oral communication ability.
• Ability to distinguish sounds at various frequencies and volumes.
• Ability to distinguish people or objects at varied distances under different light conditions.

Materials and Equipment Used

• General office equipment.
• Computer and specialized software (e.g., CARES, CWW, KIDS, Forward Health Portal, SAVE).