DFR - Eligibility Specialist Working Lead - r3

DFR•Fort Wayne, IN

12d•Onsite

About The Position

Knowledge Services has an opportunity with the FSSA/Division of Family Resources (DFR) for an Eligibility Specialist Working Lead. The position mentors, supports, and trains Eligibility Specialists who assist Indiana residents applying for or receiving public assistance. The Working Lead serves as a liaison among Knowledge Services, DFR Management, and Eligibility Specialists, and helps staff understand and follow DFR policies and procedures. The position is located in Allen County, with the primary work location dependent on the selected candidate. The Working Lead travels to DFR offices within the region as scheduled or needed, with daily or weekly travel, and makes office visits as assigned. Ongoing training is provided. The role requires a current understanding of Eligibility Specialist duties and expectations, strong organization and collaboration, and the ability to coach and guide staff.

Requirements

Eligibility Specialist experience is required.
Highly organized and analytical.
Able to provide clear and concise direction.
Leadership skills.
Patience when 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 is required.
Two years of experience is desired.
Able to meet the described physical demands: frequent sitting and handling objects with hands; occasional standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.

Nice To Haves

Associate or bachelor's degree in Counseling or Social Services is preferred.
Two years of experience is desired.

Responsibilities

Mentor Eligibility Specialist staff.
Travel to DFR offices within the region as scheduled or needed; travel may occur daily or weekly.
Support and coach all Eligibility Specialist staff.
Ensure policies and procedures are followed 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.
Provide training support for case reviews.
Coach staff on QA scorecards.
Provide production support as needed.