Salary – $20.41 – $25.55 Hourly
Location – 50 N Portland Fond du Lac, WI
Job Type – Full Time
Department – Human Services
Determines eligibility for public assistance programs. Economic Support programs include Wisconsin Shares Child Care, Food Share, Caretaker Supplement, Medical Assistance and BadgerCare Plus. The majority of work will be completed within the Moraine Lakes Consortium Call Center. The Economic Support Specialist maintains call center coverage, conducts interactive interviews, gathers necessary information and verification, processes benefit applications and renewals, determines eligibility per state and federal law and policy, and provides notice regarding eligibility. Work environment includes frequent interruptions, high public demand, high workload and time pressures.
Examples of Duties
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned as best practice or requirements change within the economic support programs.
- To work within a shared case environment in a fashion that respects all participants and consortium partners.
- To accurately and effectively explain the requirements and public assistance benefits programs to applicants, participants and members of the public.
- To conduct interactive interviews by phone or in person for the purpose of determining eligibility for Economic Support programs.
- To provide excellent customer service to participants through the Moraine Lakes Call Center. Assist participants that reside in other counties within the Moraine Lakes Economic Support Consortium.
- To meet state performance standards for timeliness, accuracy and confidentiality. This requires accurate and complete information gathering, precise data entry, appropriate benefit determination, and maintenance of electronic case files.
- To proactively ensure case integrity as required by Federal and State contract. This requires investigating and resolving discrepancies resulting from state produced data exchange matches, assessing and referring cases for more in depth verification, evaluating and completing benefit corrections.
- To represent the agency in fair hearings
- To be knowledgeable of other agencies and services in the consortium; to refer and actively work with such agencies to best serve the needs of our participants.
- To meet internal work goals and deadlines as determined by the unit, department or county.
Essential Skills and Abilities:
These are the essential skills and abilities needed to successfully perform the Functions and Duties listed above.
- Comprehend and interpret complex policy and procedure manuals. Adhere to Federal and State laws, rules, standards and regulations pertaining to Economic Support.
- Sensitivity to unique personal, living, and financial circumstances of others. Ability to maintain composed control in charged situations and resolve conflict.
- Be flexible and responsive as demands change; work independently; be a positive team member
- Become proficient with a wide variety of software systems and standard office equipment.
- Communicate effectively verbally and in writing with others of all reading, writing and speaking abilities; this includes active listening.
- Perform detailed mathematical computations
- Be an independent and autonomous decision maker, regardless of personal or situational pressures. Ability to exercise sound judgement and discretion in applying and interpreting program policy and Moraine Lakes Consortium procedures.
- Assist participants in a manner which maintains a high degree of participant morale and dignity.
- Meet or exceed Moraine Lakes Consortium Call Center caller Average Handle Time and Average Time per Call goals.
- Embrace a culture of continuous learning and improvement via formal training, ongoing reading, feedback, and self-review. Ability to identify personal and agency training needs.
- Be available for assigned work during the 40 hour work week, Monday through Friday 8am-4:30pm.
- Prioritize work for efficient and accurate processing.
- Successful completion of written examination with a score of 70% or better.
- Graduation from high school program or equivalent.
- Must successfully complete certification standards for Economic Support Specialists within 6 months of hire as required Wis. Admin Code DHS § 254.03. This may require attending in person training and/or completing online training programs. Must maintain competencies in all areas of income maintenance programs and job duties.
- Must possess a valid driver’s license.
- Occasional use of personal vehicle.
- $250,000/$500,000 minimum auto liability insurance coverage verified upon hire and at renewal by providing a copy of the declaration page of your policy from your insurance carrier.
Desired Training and Experience
- Customer service or call center experience with direct public interaction
- Proficiency in math, computer systems, and interviewing.
- Ability to speak, read and write languages other than English
In evaluating candidates for this position, the County may consider a combination of education, training and experience which provides the necessary knowledge, skills and abilities to perform the duties of the position.
Please see the attached link for more information on our benefits.