Eligibility Specialist I

State of Vermont • Morrisville, NC

4h • Onsite

About The Position

The Eligibility Specialist I works in the Economic Services Division (ESD) of Vermont’s Department for Children and Families. The position is located in the Morrisville district office, a workplace described as having teamwork, strong community partnerships, and office camaraderie. The primary role is to determine whether people who have applied for benefits are eligible and to provide timely and accurate benefits to those who meet program criteria.

The role calls for empathy, respect, critical thinking, and the ability to apply program rules to complex and changing situations. Specialists assist customers by phone and in person, work with people who may be distressed or emotional, handle a busy workload, collaborate with a team, and learn new technology. Duties are primarily performed in an office. Private transportation should be available for necessary travel to training or meetings. Workload is typically heavy and requires prompt, accurate decisions, independent organization, and balancing competing priorities. Applicants may be angry, frustrated, discouraged, emotionally heightened, or unable to communicate, requiring calm and professional responses.

After demonstrating an advanced level of performance, an employee may be eligible for reclassification to Eligibility Specialist II (PG 23). Flex scheduling or alternative work schedules may be offered based on policy.

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 ability to apply program rules to complex and dynamic situations.
• Ability to thrive in a busy work environment.
• Effectiveness assisting customers over the phone and in person.
• Experience working with individuals who may be distraught and emotional.
• Ability to work on a team.
• Openness to learning new technology.
• 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 applicants who meet program 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 distressed, angry, frustrated, discouraged, or unable to communicate.
• Make prompt, accurate decisions while balancing competing priorities.

Benefits

• 12 paid holidays, plus sick and vacation time.
• Health, dental, and vision insurance for employees and their families.
• Retirement plans, including a pension and a deferred compensation 457(b) plan.
• Parental leave for all new parents, including adoptive parents.
• State-paid medical premium covering 80% and a dental plan at no cost for employees and their families.
• State Paid Family and Medical Leave Insurance (FMLI).
• Tuition reimbursement.
• Flexible spending healthcare and childcare reimbursement accounts.
• Low-cost group life insurance.
• Incentive-based wellness program.
• Eligibility for the Public Service Student Loan Forgiveness Program.
• Potential reclassification to Eligibility Specialist II (PG 23) after demonstrating advanced performance.
• Flex scheduling or alternative work schedules may be offered based on policy.

What This Job Offers

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