Economic Support Specialist

Marathon County•Wausau, WI

13h•Hybrid

About The Position

This is a full-time, paraprofessional position responsible for screening and interviewing applicants for various financial and economic assistance programs and gathering necessary information to assess program eligibility. The role involves significant contact with customers, agency staff, and other community agencies, with 75% to 90% of these interactions conducted over the phone in a virtual call center environment. An in-person training period of 4 months to 1 year is required. Work from home may be available after the training period, provided all job areas can be performed independently and consistently. As an employee of the Department of Social Services and Marathon County, the position demands a high level of impartiality, integrity, neutrality, and confidentiality in managing and safeguarding confidential and sensitive information.

Requirements

Ability to contribute to a positive work culture that fosters excellent customer service and teamwork.
Ability to maintain confidentiality.
Knowledge of other community services provided by private, local, county, state, and federal agencies.
Knowledge of the role of social service agencies in the community.
Ability to learn, reference and utilize complex criteria and standards applicable to varied financial and economic support programs.
Ability to understand and follow written and oral directions.
Skill in listening, observing, gathering facts and asking follow up questions, recording information accurately and objectively.
Ability to establish effective working relationships with customers and respond appropriately to their needs.
Ability to work with customers and other individuals in a trauma informed manner.
Ability to work independently and exercise judgment in accordance with established procedures.
Ability to communicate effectively, both orally and in writing, face to face and on the phone.
Skill in utilizing a computer using a variety of software and the Internet.
Ability to understand the County's and department's mission, core values, plans, and priorities for the future.
High school diploma and two years related work experience in a social services/human services or public social services agency that preferably involves the CARES computer system; OR two years related work experience interviewing the public to gather information and determine eligibility, such as a bank loan officer or an insurance claims or employment representative.
Other combinations of education and work experience that provide equivalent knowledge, skills and abilities may also be considered.

Nice To Haves

An Associate’s Degree in Human Services preferred.
Related work experience in a social services/human services or public social services agency that preferably involves the CARES computer system.

Responsibilities

Interviews program applicants and assists customers in completing applications, review process for economic assistance programs including but not limited to FoodShare, BadgerCare Plus, Medicaid, Child Care, Caretaker Supplement; verifies accuracy of eligibility factors, and determines eligibility and priority. 75 to 90% of these tasks are completed over the phone but may also be in person, or by mail or online.
Provides information regarding programs and required application process.
Takes information obtained from applicants and enters appropriate data into computer; reviews computer screens for accuracy of data and benefits; reviews cross match screen and supporting documentation to verify client information.
Maintains accurate and current electronic case file information by updating case records with financial information and other data relative to the progress of each case, reviews eligibility within established deadlines.
Accurately codes case work for State imaging system.
Interacts with medical personnel, lawyers, landlords, banks, insurance companies, and other government and community agencies.
Refers appropriate clients to other department units such as child welfare, child support, or fraud investigation; refers clients to outside community services as necessary, such as the Aging & Disability Resource Center-CW, Red Cross, Community Action Program, etc.
May attend appeals held with administrative law judge regarding denials or other negative case actions; prepares agency documentation.
Attends scheduled staff meetings and training sessions to obtain updated information on policies and regulations applicable to varied financial and economic relief programs.
Accesses Internet/Intranet resources, on-line training, and verification documentation.
Participates in establishing professional development goals that are supportive of broader County goals.
Maintains regular and predictable attendance; works extra hours as required.
Performs related work as required.