ECONOMIC SUPPORT SPECIALIST

La Crosse County•La Crosse, WI

22h•Hybrid

About The Position

This is an entry-level position in the Economic Support Section of the Department of Human Services, working within the eight-county Western Region for Economic Assistance (WREA) Consortium. This role determines eligibility and provides ongoing case management in a timely and accurate manner for Medical Assistance, BadgerCare Plus, Food Share/SNAP, Caretaker Supplement (CTS), and Wisconsin Shares Child Care subsidies. The position applies complex federal, state, and local policies to achieve program objectives and provides information and referral services to residents within the eight-county service area. The majority of time is spent on the phone conducting interviews, relaying information to program applicants/recipients, and inputting data into a computerized eligibility system. The role requires the ability to multi-task in a fast-paced, high-volume, highly structured, call center environment that operates under strict rules and regulations. A 12-16 week paid training period is required to receive Income Maintenance certification at the beginning of employment, which may require travel.

Requirements

Associate Degree, preferably in Human Services, Public/Business Administration, Economics or Accounting. Degree could be substituted with experience in economic support eligibility determination for state benefits.
Must be available and willing to work within a highly structured call center environment, with strict requirements to be on duty for acceptance of continually incoming calls.
Valid driver's license and reliable transportation with adequate auto liability insurance to meet minimum County requirements.
Knowledge of case management principles; interviewing skills.
Knowledge of community resources available to recipients and applicants.
Ability to read complex manuals and handbooks and follow the orderly directions they provide.
Ability to work independently with minimum supervision.
Ability to work within strict time deadlines and establish routines to result in an even output of work.
Ability to be highly organized.
Ability to work accurately in order to avoid hardship to clients and costly federal or state sanctions.
Ability to work cooperatively with agency staff and public officials.
Ability to maintain confidentiality and objectivity.
Ability to communicate effectively orally and in writing.
Ability to handle a high volume of phone calls; ability to implement rules and regulations.
Ability to work with constantly changing policies.
Ability to make frequent and accurate computer entries.
Ability to communicate effectively with persons who may be distressed, non-cooperative or evasive.
Ability to effectively and efficiently perform data entry.

Nice To Haves

Preference for experience providing case management relating to benefit eligibility.
Preference for experience providing customer service relating to determination of eligibility for financial or other benefits with strict eligibility requirements.

Responsibilities

Conducts investigative interviews to obtain and enter financial and non-financial information necessary to determine eligibility for a program/programs of assistance.
Evaluates information obtained through interviews or submitted electronically, including personal income, expense, and tax information, to determine eligibility for income maintenance and Wisconsin Shares Child Care Assistance programs.
Answers phones in a Call Center setting to provide case management services: answers questions, provides case status updates, processes reported changes, troubleshoots eligibility problems, responds to emergency needs, processes verifications, re-determines eligibility and benefit amounts, and makes referrals to other Department and community services.
Enters information in computerized eligibility systems and other computer systems. Manually determines eligibility for specific programs that are not automated or when the system is unavailable.
Obtains and verifies third-party information needed to determine eligibility.
Explains available programs, client rights, and responsibilities.
Maintains accurate, well-documented, electronic case files.
Authorizes monetary benefits in child care authorizations, FoodShare, fees for service, and capitation rates for both Medical Assistance and BadgerCare Plus, and authorizes caretaker supplement on social security income.
Responds to financial and non-financial cross-matches and alerts from other systems.
Identifies and prepares fraud and program integrity referrals.
Provides testimony at administrative hearings and in court.
Identifies risk factors such as AODA, domestic abuse, disabilities, or suspected child/elder abuse and reports to appropriate services.
Assesses individual and family needs and makes referrals to other Department or community services.
Attends ongoing trainings regarding changes in federal and state regulations, and technical advancements.
Is courteous, cooperative, and respectful at all times with the public and clients.
Establishes and maintains a courteous, cooperative, and respectful working relationship with other employees, supervisors, and public officials.
Reports to work when scheduled, with minimum use of sick leave, to build up sick leave balance for income protection for unexpected illness.
Assists in evaluating office procedures to ensure effectiveness and efficient service delivery.
May be required to work nights, weekends, or during community emergencies and/or disasters, when work may vary from normal job responsibilities.
Travels for training.