Overpayments and Collections Analyst I/II - Limited Term

San Mateo County Human Services Agency (HSA) is seeking qualified applicants for the position of Overpayments and Collections Analyst I/II in the Program Integrity and Community Services Branch, Overpayments and Collections Unit, located at 500 County Center, 2nd Floor, Redwood City, CA.

About the role

The Overpayments and Collections Analyst I/II performs a variety of tasks and support related to overpayments and collections, including benefit issuances, reconciling trust funds, tax intercept, Income and Eligibility Verification System (IEVS) abstracts, overpayments establishment, and other collections activities. This role assists with the coordination of oversight over cash, credit, and bank transactions as they relate to collection activities in the statewide welfare system, CalSAWS.

The analyst assists Leads and Supervisors in analyzing moderate to complex administrative problems and makes effective recommendations. They analyze programmatic requirements to support planning and potential process improvements.

The ideal candidate will perform duties in a highly specialized functional area of public assistance, requiring thorough knowledge of eligibility policies, procedures, and regulations for programs such as CalFresh, CalWORKs, Foster Care, General Assistance (GA), Cash Assistance Program for Immigrants (CAPI), and other public welfare programs.

Responsibilities

• Identify issues and problems and propose solutions for overpayments, overissuances, and debt collections.
• Explain policies, procedures, and prepare correspondence to clients, employers, and other stakeholders.
• Prepare memos to department supervisors and staff explaining issues, errors, and corrective actions.
• Make verbal and written reports of findings to staff, supervisors, and managers.
• Enter, update, and maintain case narratives, payments, and other relevant case information into various Federal, State, and local public assistance, collection, and ancillary data systems.
• Apply laws, regulations, and policies to determine appropriate overpayment and overissuance recovery procedures and collection activities.
• Attend State, Local, Departmental, and Regional meetings and workgroups regarding program and policy changes related to State and Federal Laws.
• Perform customer service duties, including client and stakeholder contacts, written and oral communications, both in person and remotely.
• Review and audit case eligibility and validate client benefits, including Integrated Fraud Detection cases.
• Request income verification from applicants/recipients, employers, and third parties.
• Create and validate claims after case review and analysis.
• Initiate and coordinate overpayment and overissuance recovery activities with other units and departments, criminal and civil courts, and bankruptcy courts.
• Perform assignments in eligibility determination, including reviews and audits, legal enforcement and collections, quality control, court case preparation, and support.
• Provide training to Eligibility staff on overpayments, overissuances, and debt collection.
• Review client case records to ensure accuracy, proper application of policies, regulations, timeliness of notices of action, and assess whether benefits were appropriately determined and issued.
• Monitor and ensure appropriateness and accuracy of overpayment and overissuance records.
• Update and revise claims resulting from court adjudications and Fair Hearings administrative determinations.
• Provide support and case details for court and hearing preparation.
• Provide subject matter expertise in preparation for consultation with the District Attorney’s Office in the prosecution of welfare fraud cases.
• Follow office protocols and operating procedures and policies.
• Assist supervisor with any projects as assigned.

Requirements

Knowledge of:

• Principles and procedures of eligibility determination.
• Functions of public social services.
• Investigative and interviewing techniques.
• Principles and practices of Overpayments and Collections.
• Principles, procedures, and techniques of collections and credit investigation work, including sources of information available in skip-tracing and collection.
• Laws, regulations, ordinances, and codes related to the legal collection of debts, probate, seizure of property, real property transactions, and bankruptcy.
• De-escalation techniques with difficult situations and clients.
• Basic accounting and financial record-keeping principles and practices.
• Correct English usage, including spelling, grammar, and punctuation for business writing.
• Office procedures, practices, and the operation of standard office equipment.

Skill/Ability to:

• Comprehend and evaluate evidence of possible intentional fraudulent activities.
• Resolve casework problems and make recommendations for solutions.
• Plan, coordinate, and implement administrative and programmatic research and analysis.
• Gather, analyze, correlate, and evaluate observed facts and evidence.
• Interpret and apply welfare and various laws, rules, regulations, and requirements.
• Maintain thorough and up-to-date knowledge of Federal, State, and County rules, regulations, policies, and procedures related to eligibility for public assistance programs.
• Understand and follow the principles of collection and recoupment provisions and procedures.
• Communicate effectively orally and in writing with people of diverse backgrounds and cultures.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Interview effectively and secure the cooperation of customers in obtaining pertinent personal information.
• Demonstrate proficiency in utilization of database, data processing systems, and search applications.
• Prepare, maintain, and interpret reports and records.
• Organize, keep current, and maintain workload within set deadlines.
• Work independently with minimal supervision and collaboratively as part of a team.
• Exhibit excellent organizational skills in handling multiple and competing priorities.
• Be flexible, deadline-driven, customer service-oriented, and able to work under pressure and with frequent interruptions.
• Exercise thorough independent judgment within general policies and regulatory guidelines.
• Gather information through interview and investigative work, evaluate data, draw valid conclusions, and determine strategies for collecting accounts.
• Interpret, apply, and explain legal provisions and County policies regarding delinquent accounts.
• Organize and maintain accurate revenue and collection records and files.
• Use initiative and sound independent judgment within established guidelines.
• Prioritize work and coordinate multiple activities.

Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:

• Level I: Two years of experience performing public assistance eligibility work in a welfare department or related field.
• Level II: One year of experience performing account reconciliation, debt recovery, and overpayment collection work in a welfare department or related field.

Benefits

This is a limited-term, at-will assignment not to exceed three years. Limited-term employees receive medical and dental benefits, similar to regular employees, and a defined contribution retirement plan.