Benefit Programs Specialist III

Virginia Department of Social Services•Suffolk, VA

About The Position

Under limited supervision, performs case management and team leader/team member duties to determine applicants’ eligibility for assistance through multiple benefit programs administered by the Social Services Department. The role involves interviewing applicants, explaining programs, helping applicants complete forms, determining and advising them of eligibility, and providing or facilitating access to human services assistance. The specialist verifies applicant information, detects and reports suspected fraud, and maintains confidential records and files. The position serves as a mentor to co-workers and has limited approval authority over case actions and work completed by Level I and II Case Managers. It also contributes to team planning, customer service, operational improvements, problem resolution, and unit work control. The position reports to the Benefit Programs Supervisor. The specialist organizes and manages a caseload, calculates assistance amounts, responds to inquiries, performs administrative and eligibility-entry tasks, researches records for reviews and appeals, and prepares reports. As a team leader and unit resource, the specialist reviews cases and reports, assists staff with complex cases, interprets policies, supports training on new procedures, and serves as a liaison to state departments and other agencies. The employee must be willing to take disaster-related assignments, including emergency shelter duty, during a natural disaster or emergency. Reasonable accommodations may be made for individuals with disabilities to perform the primary job functions.

Requirements

High school diploma or equivalent, plus work experience in human services program eligibility or case management; or an equivalent combination of training and experience.
Ability to perform case-management and team-leader/team-member duties.
Ability to interview applicants, explain benefit programs in plain language, assist with applications, and determine eligibility.
Ability to review and verify applicant information for accuracy and completeness and detect and report fraud.
Knowledge of applicable program policies, procedures, laws, ordinances, regulations, and social-services practices.
Ability to interpret and apply regulations, procedures, and related information.
Ability to lead, motivate, and evaluate assigned staff and communicate effectively with subordinates, supervisors, the public, and other groups.
Ability to read reports and technical documentation; prepare clear, concise written reports; and communicate effectively in spoken English.
Ability to exercise judgment, decisiveness, and creativity; use independent judgment; and work with little direct supervision as situations warrant.
Mathematical ability to perform arithmetic, calculate decimals and percentages, use fractions, and interpret graphs.
Skill in using computers and software programs typically used in the position.
Willingness to work disaster-related assignments, including emergency shelter duty, during a natural disaster or emergency.
Ability to operate office machinery and equipment, including a calculator, computer, telephone, and automobile.
Ability to exert up to 10 pounds of force occasionally, up to 5 pounds frequently, and negligible force constantly; the position is classified as Light Work and requires walking or standing to a significant degree.
Ability to coordinate hands and eyes rapidly and accurately when using office equipment; handle items such as tape measures, scales, cameras, and office equipment; and distinguish colors and shades.
Ability to talk and hear, communicate by telephone, and interact with people, including adapting to stress and people acting under stress.

Nice To Haves

Bachelor’s degree in a human services field.
Five to seven years of experience involving social-services program work, including interviewing and counseling.
Equivalent combinations of education, training, and experience that provide the requisite knowledge, skills, and abilities.

Responsibilities

Determine applicants’ eligibility and the amount and type of assistance available through multiple benefit programs.
Interview applicants, explain benefit programs, assist with application forms, and advise applicants about eligibility.
Verify that information received from applicants is accurate and complete; identify and report suspected fraud and make appropriate referrals.
Receive and respond to inquiries, provide program information, and refer inquiries to appropriate personnel.
Organize and prioritize caseloads, schedule appointments, and perform routine administrative tasks, including composing correspondence and forms.
Use computer data-entry and file-maintenance systems to retrieve information and complete eligibility entries required by State and City programs.
Research files and records for periodic eligibility reviews, appeals, and re-evaluations; maintain confidential case records and files.
Participate in and support the self-directed team concept, promoting communication about customer service, policies, goals, and work objectives.
Act as a team leader by monitoring and approving or disapproving recommended case actions, reviewing cases, and assisting subordinates with difficult or complicated cases.
Interpret policies and advise subordinates; ensure workers receive training on new policies and procedures.
Participate in training seminars, conferences, and meetings with agency personnel and outside groups, and provide input.
Observe the effects of policies and procedures and recommend changes where needed.
Ensure required actions are complete through case-file maintenance and review case-management reports to determine status.
Maintain and organize data from various sources, conduct research, and prepare periodic reports.
Serve as a resource for agency staff on policies, procedures, and automated-system access and troubleshooting.
Act as a liaison for the State Department and other outside agencies.
Mentor co-workers and approve own work while monitoring work completed by Level I and II Case Managers.
Perform other related duties as required, including disaster-related assignments and emergency shelter duty when needed.