Eligibility Services Specialist

State of Connecticut•New Haven, CT

1d•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 New Haven, 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

Six (6) years of experience in the determination of client eligibility for public assistance.
One (1) year of the General Experience must have been at the level of an Eligibility Services Worker.
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
Knowledge of available community support and social services resources
Knowledge of common individual and/or family financial practices and investments
Knowledge of Eligibility Management System
Knowledge of counseling and interviewing techniques
Knowledge of 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

Experience with customer service
Experience in taking client complaints and resolving the issue
Experience with triaging urgent matters
Experience troubleshooting and navigating ImpaCT
Experience in collaborating with others to resolve issues
Experience with the ImpaCT and Access Health CT (AhCT) and other operational systems
Experience with the Supplemental Nutrition Assistance Program (SNAP), Cash, Medical and AhCT state administered programs
Experience with Benefit Center, Service and Processing Center functionality
Experience identifying problems, researching solutions, deciding, and verifying accuracy of decision
Experience prioritizing work and meeting time sensitive deadlines
Experience communicating in writing and verbally to diverse populations and skill levels

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