Economic Support Specialist

7 days ago

Kenosha, United States County of Kenosha Full time

Thank you for your interest in employment with Kenosha County

ECONOMIC SUPPORT SPECIALIST

The Kenosha County Economic Support Program offers a unique opportunity for those who desire a challenging and rewarding career which positively impacts the well-being of children, families, and county residents.

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.

Kenosha County is committed to Equity, Diversity and Inclusion and is an
Equal Opportunity Employer.

**2024 Hiring Range**: $21.82 - $24.79 per hour

Position Summary and Job Duties
The Economic Support Specialist 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.
- 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
- 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
- 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

Success Factors
- Knowledge of public assistance program policies and procedures and available community resources
- Knowledge of the provision of quality customer service and case management in a call center environment
- Knowledge of evaluation processes and techniques, interviewing techniques, and case file and computer records management
- Knowledge of the CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment
- Skill in the use of Microsoft Office Suite, including Word, Excel, and Outlook
- Skill in organization and time management, decision-making, customer service, written and oral communication
- Skill in de-escalation
- Ability to maintain a professional demeanor with the public, establish customer relationships, and have strong interpersonal skills
- Ability to enter alpha-numeric data into multiple entry systems
- Ability to communicate effectively with other staff members, supervision, and the public
- Ability to quickly gather, organize, and evaluate data to meet deadlines
- Ability to work respectfully in a diverse and inclusive environment and remain professional and courteous at all times
- Ability to adhere to strict computer security and confidentiality guidelines
- Regular attendance and punctuality are required
- Successful completion of new worker training program within allotted time frame required; must comply with all requirements

Job Requirements, Education, Training and Experience
- High school diploma or GED equivalent required
- Sixty credits post-secondary education preferred, especially in a field of study related to Human Services or Social Services
- Associate degree in Human Services, Sociology, or related field preferred
- Experience working in a call center

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