Economic Support Specialist

County of Kenosha
US - Wisconsin - Kenosha
January 7, 2025

JOB REQUIREMENTS:
The Economic Support Specialist/Call Center Agent in the Division of Workforce Development is responsible for determining the sources, types, and levels of public assistance available by law as well as taking proper action to issue benefits and perform case management activities to eligible consumers requesting such programs and services.
The majority of consumer communication and case updating is conducted by telephone while on the computer in a call center environment.
This position performs a wide range of skilled tasks in eligibility determination for local, state, and federal public assistance programs including Medical Assistance, FoodShare, Child Care Assistance, Elderly, Blind and Disabled, Long Term Care, and Caretaker Supplement benefits.
Duties include:
Conducts an interactive interview to collect, verify, and document required information such as proof of identity and demographics, income, expenses, and assets, and simultaneously enters information into a computer program to determine initial and ongoing public assistance program eligibility Fields calls in the call center to answer questions, take applications, review cases, enter changes, and assess eligibility for various assistance programs Researches, interprets, and explains local, state, and federal policies governing eligibility, legal rights, and responsibilities Learns and provides information regarding various programs of assistance as well as community resources to refer individuals and families to, both inside and outside of the agency as appropriate; also receives and processes referrals from other agencies Develops and maintains the ability to problem-solve and to perform duties in an independent manner while exercising good judgement Uses discretion with consumers and exhibits cultural competence; observes rules of confidentiality and maintains non-judgmental attitude Attends all mandatory training sessions and completes all state-required training as outlined in state contracts Maintains a current understanding of the policies and procedures provided through update memos and on-line handbooks Reports in a timely and courteous manner to telephone, letter, and personal contacts made by partner agencies on behalf of a client to provide information and assistance regarding eligibility assessments and application procedures Determines referrals and exemptions for employment programs Refers suspicious or questionable cases to the Program Integrity Unit for further investigation Determines accuracy of information and reconciles discrepancies Keeps informed of all process and program change Explains program rules and requirements to the public and customers Ensures all data is entered into electronic data systems accurately and timely Electronically documents all service contacts and case actions Maintains security of all customer records Uses a one-touch philosophy for consortium calls, which means processing all action items attached to a case at time of call or interaction in person Performs other duties as required or assigned Successful completion of new worker training program within allotted time frame required; must comply with all requirements.
Kenosha County is committed to Belonging, Diversity and Inclusion and is an Equal Opportunity Employer.
• OTHER EXPERIENCE AND QUALIFICATIONS:
Experience Experience working in a call center or customer service environment Experience with individuals of varying socioeconomic backgrounds Success Factors Knowledge of:
Public assistance program policies and procedures and available community resources Provision of quality customer service and case management in a call center environment Evaluation processes and techniques, interviewing techniques, and case file and computer records management CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment S ill in:
Microsoft Office Suite, including Word, Excel, and Outlook Organization and time management, decision-making, customer service, written and oral communication De-escalation Ability to:
Maintain a professional demeanor with the public, establish customer relationships, and have strong interpersonal skills Enter alpha-numeric data into multiple entry systems Communicate effectively with other staff members, supervision, and the public Quickly gather, organize, and evaluate data to meet deadlines Work respectfully in a diverse and inclusive environment and remain professional and courteous at all times Adhere to strict computer security and confidentiality guidelines Adhere to process protocol and apply established protocols in a timely manner
• APPLICATION INSTRUCTIONS:
Apply Online:
kenoshacounty.org/jobs Other:
To see the complete job description and to apply for this position, please visit our website, kenoshacounty.org/jobs, and click the \"View Open Jobs\" button.
Must be submitted no later than Sunday, January 12, 2025.
Kenosha County is an affirmative action, equal opportunity employer.

Read the full job description and apply online on the recuiter's web-site

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