DFR - Eligibility Specialist Working Lead - R3

Knowledge Services•Fort Wayne, IN

About The Position

Knowledge Services is hiring an Eligibility Specialist Working Lead for the FSSA/Division of Family Resources (DFR) in Allen County. The primary work location will depend on the selected candidate, and the role includes visits to DFR offices as assigned. The Working Lead mentors and supports Eligibility Specialists who assist Indiana residents applying for or receiving public assistance, and acts as a liaison between Knowledge Services, DFR Management, and Eligibility Specialists. The position requires a current understanding of Eligibility Specialist duties and expectations. Ongoing training will be provided.

Requirements

Eligibility Specialist experience is required.
Highly organized and analytical.
Able to provide clear and concise direction.
Leadership skills.
Patience in working with others.
Strong written and verbal communication skills.
Solid computer skills, including Word, Excel, and Outlook.
Able to work independently and be a self-starter.
Strong customer service background.
High school diploma or GED required.
Two years of experience is desired.

Nice To Haves

Bachelor's or associate degree in Counseling or Social Services preferred.

Responsibilities

Mentor Eligibility Specialist staff.
Travel to DFR offices within the region as scheduled or needed, including daily or weekly travel.
Support and coach all Eligibility Specialist staff.
Ensure staff follow policies and procedures as instructed by DFR Local Office Management.
Instruct and implement procedural changes from management.
Submit daily and weekly reports of activities conducted while assisting Eligibility Specialist staff.
Provide further direction and ongoing training to Eligibility Specialist staff.
Support training for case reviews.
Coach staff on QA scorecards.
Provide production support as needed.