Lead Economic Support Specialist

Under the direct supervision of the Economic Support Supervisor, this position provides training, technical, and programmatic assistance for the Economic Support Unit.

Responsibilities

• Determines eligibility and level of supportive services in accordance with policy and procedures for public assistance programs: Medicaid, BadgerCare Plus, Food Share, Caretaker Supplement, and Child Care.
• Provides policy and technical guidance to Economic Support staff, maintains a partial caseload, and reviews casework and phone calls for accuracy.
• Assists in running reports and analyzing trends and data to ensure compliance with state performance levels.
• Advises staff on decisions regarding applications, reviews, and changes; directs staff in problem-solving for consumers and offers suggestions to rectify issues.
• Researches complex policy and provides technical assistance to staff using handbooks, manuals, computer systems, or state call centers for correct case processing and eligibility determination.
• Receives and responds to technical questions from staff, consumers, and the general public about programs and services.
• Maintains an advanced level of program knowledge and ensures Economic Support policies are interpreted and presented correctly to staff.
• Assists in training new Economic Support Specialists by observing and coaching during interviews, providing feedback, and reviewing casework for accuracy and timeliness.
• Mentors new workers throughout training and ongoing caseload management.
• Provides CARES and CARES Worker Web technical assistance and troubleshoots cases with eligibility staff.
• Utilizes 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.
• Functions in a leadership role consulting with Economic Support Supervisors and Manager on policy, procedures, training, and quality improvement to meet State Performance Standards.
• Maintains a partial Economic Support caseload, performing determinations and re-determinations of eligibility and other necessary tasks for program administration.
• Evaluates and refers appropriate cases for front-end verification and/or fraud investigation.
• Performs related functions as assigned.

Requirements

• Advanced knowledge of Economic Support functions, job duties, and state computer systems/software.
• Knowledge of and ability to utilize a computer and required software.
• Ability to perform leadership tasks, including assisting, coaching, mentoring, and supporting 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 consumer situations and problems without imposing personal standards.
• Ability to input data into a computer system.
• Ability to establish and maintain effective working relationships with staff and the public, including people from diverse cultures.
• Ability to interview and obtain information from the public.
• Effective oral and written communication skills.
• Ability to serve as a bridge between Economic Support Specialists, Supervisors, and Manager.

Physical Demands

• Lifting 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds.
• Frequent sitting; occasional bending, twisting, squatting, and reaching.
• Using hand(s)/feet for repetitive single grasping, fine manipulation, pushing, pulling, and operating controls.
• Communicating orally in a clear manner.
• Distinguishing sounds at various frequencies and volumes.
• Distinguishing people or objects at varied distances under a variety of light conditions.

Materials and Equipment Used

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