Economic Support Specialist

Kenosha County • Kenosha, WI

3d • Onsite

About The Position

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.

Requirements

• High school diploma or GED equivalent
• Knowledge of public assistance program policies and procedures and available community resources
• Knowledge of 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 CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment
• Skill in 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 gather, organize, and evaluate data quickly 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
• Ability to adhere to process protocol and apply established protocols in a timely manner
• Regular attendance and punctuality
• Successful completion of new worker training program within allotted time frame; must comply with all requirements

Nice To Haves

• Associate degree in Human Services, Sociology, or related field
• Experience working in a call center or customer service environment
• Experience with individuals of varying socioeconomic backgrounds
• Bi-lingual proficiency (English/Spanish)

Responsibilities

• 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
• Fields calls in the call center to answer questions, take applications, review cases, enter changes, and assess eligibility for various assistance programs
• 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
• Reports in a timely and courteous manner to telephone, letter, and personal contacts made by partner agencies on behalf of a client to provide information and assistance regarding eligibility assessments and application procedures
• 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 SNAP/FoodShare quality assurance reviews using the tool determined by DHS, currently the Pre-Certification Tool, to review SNAP/FoodShare applications and re-certifications prior to issuance of benefits
• Performs other duties as required or assigned

Benefits

• Health, dental and vision insurance effective first of month following 30 days of employment, with the ability to reduce premium contribution through participation in a wellness program
• Flexible Spending Accounts
• Employee Assistance Program
• Paid Time Off
• Volunteer Paid Time Off
• Twelve Paid Holidays
• Retirement Plan: Participation in the Wisconsin Retirement System which includes county-paid life insurance
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED