ELIGIBILITY SPECIALIST II - 60065030

State of Florida•Orlando, FL

About The Position

The Economic Self Sufficiency Specialist II determines eligibility for public assistance programs. The role reviews cases throughout the service delivery process, performs case reviews for unit employees, provides feedback to improve accuracy, and trains or mentors staff. Work includes processing paperwork and entering information into a computer-based eligibility system while meeting time-sensitive federal, state, agency, and legal deadlines. The specialist performs quality management reviews, analyzes findings from quality control and monitoring sources, addresses case-reading errors, and supports staff performance improvement through training and mentoring. The position may assist the supervisor with customer inquiries and complaints, determine eligibility for complex or error-prone cases, and process initial and ongoing eligibility in accordance with applicable laws, policies, procedures, and time frames. The role includes interviewing applicants and recipients, reviewing available information, contacting customers to verify information or respond to inquiries, requesting required documentation, documenting electronic case records, and referring suspected fraud or overpayments to the appropriate departments. The specialist also answers telephone inquiries, exchanges information with agencies and department staff, connects customers with community resources, and assists customers and providers with eligibility questions. The employee maintains professional knowledge through conferences, meetings, required training, and workshops, and performs other assigned duties.

Requirements

Knowledge of problem-solving techniques and basic arithmetic.
Skill in operating a personal computer.
Ability to conduct fact-finding interviews.
Ability to accurately prepare and maintain records and reports.
Ability to work with a diverse range of people and adapt to change.
Ability to deal calmly and effectively in high-stress situations.
Ability to compose correspondence involving routine information.
Ability to perform complex arithmetic calculations.
Ability to interpret and apply regulatory materials.
Ability to prioritize work and meet deadlines.
Ability to establish and maintain effective working relationships.
Ability to communicate effectively orally.
Ability to apply ethical business practices.

Responsibilities

Determine eligibility for public assistance programs, including special, error-prone, or complex cases.
Review cases throughout the service delivery process and conduct case reviews for unit employees.
Provide feedback, training, and mentoring to strengthen accuracy and improve staff performance.
Perform quality management system reviews and address case-reading errors with Eligibility Self Sufficiency Specialist I staff.
Analyze data from quality control and monitoring sources and provide training where problems are identified.
Assist the supervisor in handling and resolving internal and external customer inquiries and complaints, including maintaining tracking mechanisms where required.
Process initial and continued eligibility within required time frames and in accordance with federal and state laws and department policies and procedures.
Conduct interviews with applicants and recipients and their household members to obtain required information.
Review existing information and contact customers as needed to validate information or respond to inquiries.
Request additional information and verification needed to establish or continue eligibility.
Identify possible fraud or overpayments and make appropriate referrals.
Ensure electronic case records are thoroughly and properly documented.
Take corrective action on identified errors through quality management, management evaluation, and quality control reviews.
Answer general telephone inquiries and exchange information with other agencies and department staff.
Refer customers to other agencies and community resources and assist customers and providers with eligibility questions or concerns.
Participate in supervisory performance conferences, staff meetings, mandatory training, and workshops.
Perform special assignments and other related duties as assigned.