Benefit Programs Specialist III/IV

Virginia Department of Social Services•Covington, VA

15h•$34,752 - $106,186

About The Position

The Benefit Programs Specialist III is the advanced level of this occupational group. Employees perform advanced technical functions or projects requiring considerable knowledge of public assistance programs, with specialized training and proficiency in TANF and/or Long-Term Care. They conduct initial and ongoing eligibility determinations requiring advanced program knowledge or perform quality control by examining cases completed by other eligibility workers for accuracy and uniformity. Work is performed independently under established guidelines and standards, with the most complex situations reviewed with a supervisor. The Benefit Programs Specialist IV is the leadership level of the occupational group. Employees serve as lead workers, training and guiding other Benefit Programs Specialists and supporting the supervisor by ensuring staff coverage, balancing workloads, training staff, reviewing case files, and providing back-up supervision. They may consult on complex cases and handle complex assignments involving sensitive and confidential information. They work independently within established policies, procedures, and guidelines, seeking supervisory help for unusually complicated situations. Unlike a Benefit Programs Supervisor, the Specialist IV does not spend most of their time on supervisory activities such as personnel matters and evaluating others’ work. The role may involve carrying a caseload of clients receiving public assistance, including complex cases; determining program eligibility; explaining programs and applicants’ and recipients’ rights and responsibilities; and serving as a resource on public assistance programs and eligibility requirements. It also includes case review and quality control, reporting, program monitoring, staff support, and communication with clients, agencies, vendors, and the public.

Requirements

Considerable knowledge of applicable laws, codes, policies, and procedures related to public assistance programs.
Knowledge of basic human behavior and financial assistance programs sufficient to determine benefit eligibility.
Knowledge of human services programs and how they interrelate.
Knowledge of the strategic planning process.
Knowledge of mathematics sufficient to calculate percentages, formulas, and averages and solve mathematical problems.
Knowledge of interviewing techniques, including data collection, interrogation, and investigation.
Skill operating a personal computer and associated office and agency software.
Ability to manage complex cases and independently interpret public policies and regulations to make decisions across public assistance programs.
Ability to train staff, speak in public to promote agency programs, develop brochures and pamphlets, and use audiovisual equipment.
Ability to share learned information with coworkers.
Ability to communicate effectively and diplomatically, orally and in writing, with a broad range of people, including customers, employers, courts, and medical professionals, in person and by phone.
Ability to interview clients, gather information, reevaluate client situations, and make referrals.
Ability to determine a client’s ownership share in situations involving multiple ownership.
Ability to assess client needs by collecting and analyzing employment history and relevant personal, family, and cultural information.
Ability to use automated technology to establish and maintain case records, access data such as estates, retirement accounts, and real estate, prepare reports, and manipulate data.
Ability to maintain professional ethics related to confidentiality.
Ability to exercise sound judgment, discretion, tact, and resourcefulness in solving problems and drawing logical conclusions.
Ability to establish and maintain effective, positive, and tactful working relationships with applicants, recipients, public and private agencies, associates, and the public, including under stressful circumstances.
Ability to identify customer needs and explore options available through community resources.
Education and experience as required for Benefit Programs Specialist II, plus additional related work experience in benefit programs, or an equivalent combination of training and experience providing the required knowledge, skills, and abilities.
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Responsibilities

Contact vendors for services and ensure payments that allow services to be restored or continued.
Monitor program effectiveness and trends, and complete seasonal, quarterly, and yearly reports.
Participate in task forces and strategic planning, mentor volunteers, students, and new employees, teach classes, and conduct outreach.
Review cases for correctness, identify significant errors or problems in caseloads, and determine whether the issues are associated with a section, unit, or employee.
Provide statistical data and other information to support budget requests.
Interview clients who provide questionable or potentially fraudulent statements or information and determine program eligibility.
Document gathered data and information and compare findings with established program eligibility guidelines.
Prepare quality-control reports and make recommendations to the supervisor.
Explain programs and the rights and responsibilities of applicants and recipients, and conduct follow-up as needed.
Carry a caseload of public-assistance clients involving complex issues.
Serve as a resource to staff and the public on public assistance programs and eligibility requirements.
Answer questions about policies and procedures.
Maintain records, prepare reports, and submit summaries and information as required.
As a lead worker, train and guide other Benefit Programs Specialists and support the supervisor by ensuring staff coverage, balancing workloads, reviewing cases, and providing back-up supervision.
Consult on complex cases and work on complex assignments involving sensitive and confidential information.