Eligibility Specialist I

State of Vermont • Barre, VT

2d • Onsite

About The Position

The Eligibility Specialist I works in the Economic Services Division (ESD), which administers benefits to help Vermonters meet their basic needs. This position is located in the Barre district office. Its primary role is to determine eligibility for people who have applied for benefits and to provide timely, accurate benefits to those who qualify. The role calls for empathy, respect, critical thinking, comfort working in a busy environment, and the ability to assist customers by phone and in person. Specialists may work with people who are distressed or emotional and are expected to work as part of a team and learn new technology.

Duties are primarily performed in an office setting. Workload is typically heavy, with a constant need for prompt, accurate decisions. The incumbent must stay organized, work independently, and balance competing priorities. Applicants may be angry, frustrated, unable to communicate, discouraged, or otherwise in a heightened emotional state; situations must be managed calmly and professionally. Private transportation should be available for necessary travel to training and meetings.

The position may offer the potential for reclassification to Eligibility Specialist II (PG 23) after the employee demonstrates an advanced level of performance. Flexible or alternative work schedules may be offered subject to policy. Candidates must pass the background investigation applicable to the position. The State of Vermont is an equal opportunity employer.

Requirements

• At least two years of experience in a customer service environment that included regular use of computer programs, clerical work, and data entry; OR a bachelor's degree in a human service or financial field.
• Demonstrated empathy, concern, and respect for customers.
• Critical thinking and the ability to apply program rules to complex and dynamic situations.
• Ability to work in a busy environment and make prompt, accurate decisions.
• Ability to assist customers over the phone and in person.
• Experience working with individuals who may be distraught and emotional.
• Ability to work as part of a team and willingness to learn new technology.
• Ability to remain organized and function independently while balancing competing priorities.
• Ability to calmly and professionally manage applicants in heightened emotional states.
• Private transportation should be available for necessary travel to training and meetings.
• Must pass any background investigation applicable to the position.

Responsibilities

• Determine eligibility for people who have applied for benefits.
• Provide timely and accurate benefits to people who meet the criteria.
• Assist customers by phone and in person.
• Apply program rules to complex and changing situations.
• Calmly and professionally manage interactions with applicants who may be emotionally distressed.
• Stay organized, work independently, and balance competing priorities.
• Travel as necessary to training and meetings.

Benefits

• 12 paid holidays, plus sick and vacation time.
• Health, dental, and vision insurance for employees and their families; the State pays 80% of the medical premium and offers a dental plan at no cost for employees and their families.
• Retirement plans, including a defined benefit pension and a deferred compensation 457(b) plan.
• Parental leave for all new parents, including adoptive parents.
• State Paid Family and Medical Leave Insurance (FMLI).
• Tuition reimbursement.
• Flexible spending accounts for healthcare and childcare reimbursement.
• Low-cost group life insurance.
• Incentive-based wellness program.
• Eligibility for the Public Service Student Loan Forgiveness Program.
• Flexible scheduling or alternative work schedules may be offered based on policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level