Eligibility Services Specialist

State of Connecticut • Bridgeport, CT

7d • Hybrid

About The Position

The State of Connecticut, Department of Social Services (DSS) is accepting applications for one (1) full-time Eligibility Services Specialist located in Bridgeport, CT. The Eligibility Contact Center (Tier 1) will be the first point of contact for our clients. We are a professional, fast-paced team answering a high-volume of calls related to a variety of questions such as general information, program status, status of submitted documents via phone. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources either within DSS or to external teams. We are seeking a collaborative, customer-focused professional to join our team as an Eligibility Services Specialist. In this dynamic role, you will play a key part in supporting frontline staff who help Connecticut residents access essential benefits and services. As a leader and mentor within a fast-paced contact center environment, you will assist with onboarding and training new staff, provide coaching and guidance on complex client interactions, and help ensure exceptional customer service through quality assurance and performance monitoring. The ideal candidate is an effective communicator who thrives in a team-oriented setting and is passionate about developing others. Working closely with agents, supervisors, and management, you will foster a positive and productive workplace, assist with resolving challenging eligibility cases, monitor key service level metrics, and contribute to continuous improvement efforts. If you enjoy mentoring others, solving problems, and making a meaningful impact on the delivery of public services, we encourage you to apply and become part of a team dedicated to serving Connecticut's residents with professionalism, compassion, and excellence.

Requirements

• Current Department of Social Services employee with six (6) years of experience in the determination of client eligibility for public assistance
• One (1) year of experience at the level of an Eligibility Services Worker
• Must be a current State of CT employee of the agency listed above for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening.
• Specify qualifications on your application.
• Meet Minimum Qualifications by the job closing date.
• Specify qualifications on your application.
• The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.
• List earned credits and degrees from accredited institutions accurately on your application.
• To receive educational credits towards qualification, the institution must be accredited.
• If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below by the closing date listed on the job posting.
• Resumes are not accepted during the initial application process.
• As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency.
• Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
• All application materials must be received by the job posting deadline.
• You will be unable to make revisions once you officially submit your application to the State.
• Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting.
• For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.
• This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire’s expiration date.
• Interviews are limited to those whose experience and training are most aligned with the role.
• Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at www.ct.gov/ethics.
• Considerable knowledge of and ability to interpret and apply relevant agency policies and procedures
• Ability to interpret and apply relevant state and federal laws, statutes and regulations
• Available community support and social services resources
• Common individual and/or family financial practices and investments
• Eligibility Management System
• Knowledge of counseling and interviewing techniques
• Employment problems of economically disadvantaged and issues which are barriers to employment
• Interpersonal skills
• Oral and written communication skills
• Interviewing skills
• Problem solving skills
• Ability to maintain client records and prepare reports
• Training ability
• Supervisory ability

Nice To Haves

• Six (6) months of full-time service or full-time equivalent service with the agency listed above.

Responsibilities

• Plans unit workflow and determines priorities
• Schedules, assigns, oversees and reviews work
• Establishes and maintains unit procedures
• Provides staff training and assistance including monitoring and assessing current and projected needs
• Conducts or assists in conducting performance evaluations
• Acts as liaison with operating units, agencies and outside officials such as third party providers, social services agencies and attorneys regarding unit policies and procedures
• Provides technical and procedural support to staff
• Acts as liaison with Eligibility Services Supervisor concerning unit training needs, practical program implementation problems and effectiveness of unit workflow procedures
• Acts as unit policy specialist in difficult, unusual and/or complex case resolution
• Facilitates the resolution of systems and data problems
• Provides eligibility services and/or vocational services to clients assigned to individual caseload
• Conducts in-depth interviews with applicants experiencing difficulty in meeting program eligibility requirements
• Evaluates clients' financial needs and stabilizes economic situation by providing necessary assistance and services
• Periodically reviews eligibility to ensure correct benefits level
• Conducts comprehensive social services assessment to identify potential barriers to employability
• Provides necessary eligibility, employment and supportive services to reduce barriers and promote self sufficiency
• Monitors client progress with employability plan and takes appropriate actions including conciliation and/or sanctioning
• May make recommendations on policies or standards
• May prepare reports and correspondence
• May provide client orientation to agency programs and support services
• May be responsible for agency components of client Independence Plans
• May make presentations within agency and/or community
• Performs related duties as required

Benefits

• As a current State of Connecticut employee, you will receive the same excellent benefits you are already accustom to.
• Professional growth and development opportunities.
• A healthy work/life balance to all employees.
• The State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree