Eligibility Technician I, II, III

Delta County Colorado•Delta, CO

11d•Onsite

About The Position

The Eligibility Technician receives information and conducts interviews to determine initial and ongoing eligibility for public assistance programs. The position enters client information into complex computer systems, evaluates information against program requirements and regulations, maintains cases, processes applications and eligibility redeterminations, and refers clients to appropriate internal and external resources. It requires clear, accurate, and concise documentation of client interactions and casework, confidentiality, consistent punctuality and attendance, and courteous service to the public and County staff. The position has three tiers with increasing responsibility and independence. Level I is a technical training role involving routine tasks, limited decision-making, and close supervision. Level II applies intermediate program knowledge and skills, handles some non-routine work, and makes working decisions under general supervision. Level III handles work ranging from routine to complex, applies advanced specialized knowledge, may serve as a lead, assists with training and challenging cases, and works with intermittent supervision. The primary work location is the designated Delta County office. Generally, approximately 95% of assigned duties are performed there to support access and collaboration; an alternative arrangement such as temporary remote work requires prior written approval. Employees may be called upon to serve as disaster service workers if an authorized local disaster declaration is issued.

Requirements

High school diploma or equivalent required.
Eligibility Technician I: Three years of administrative experience working with the public, providing information and assistance, and using databases, computer programs, and organizational information. A bachelor's degree may substitute for the required experience; an associate degree may substitute for two years of the required experience.
Eligibility Technician I: Complete State and County training in Medical Assistance and SNAP; training targets processing all programs with 85% accuracy and 95% timeliness.
Eligibility Technician II: Complete State and County training in Medical Assistance and SNAP and demonstrate the ability to process them with 95% accuracy and timeliness.
Eligibility Technician II: Demonstrate intermediate interviewing, case-processing, and detailed documentation skills; detailed knowledge of eligibility rules and regulations; ability to research desk aids and program rules and apply judgment accurately; ability to identify and correct incorrectly determined benefits; and advanced communication and de-escalation skills.
Eligibility Technician III: Complete State and County training in Medical Assistance, SNAP, TANF, Adult Financial, and Long Term Care Medicaid.
Eligibility Technician III: Demonstrate the ability to perform Level II expectations at an advanced level with intermittent oversight and process all programs consistently above 95% accuracy and timeliness.
Eligibility Technician III: Demonstrate mastery in at least four of the following areas: troubleshooting difficult CBMS case issues; fraud detection; internal project management or initiative that aided unit development; leadership and initiative beyond expectations; mentoring new technicians; processing burial applications; or being entrusted with confidential cases.
Ability to communicate effectively verbally and in writing and follow verbal and written instructions.
Ability to establish effective working relationships, exercise judgment, organize and prioritize work, handle multiple tasks and stressful situations, interact professionally with people from diverse backgrounds, use computer software, and de-escalate upset or hostile clients.
Ability to perform the listed physical activities, including walking, standing, sitting, typing, handling objects or tools, reaching, talking, listening, hearing, reading, seeing, lifting, climbing in and out of vehicles, and driving vehicles.
Ability to lift 25 pounds.

Nice To Haves

Associate or bachelor's degree preferred.
Bilingual ability in Spanish and English preferred but not required.

Responsibilities

Assess economically vulnerable clients and evaluate their needs to make comprehensive eligibility determinations in accordance with agency, state, and federal requirements.
Interview applicants, recipients, and other related parties to gather information needed to determine program eligibility.
Interpret and apply federal and state policies, rules, and regulations to support appropriate access to services and consistent, accurate, and timely processing.
Maintain knowledge of complex programs, processes, and specialized systems through ongoing training.
Operate databases and other systems, maintain cases, and process assistance applications and eligibility redeterminations.
Document client interactions and casework clearly, correctly, and concisely while maintaining confidentiality.
Provide courteous, cooperative service to citizens, visitors, and County staff, and perform other assigned duties.
Maintain consistent punctuality and attendance.
At Level I, learn Front Desk Administrative Assistant functions to provide coverage as needed and potentially testify in hearings on appealed cases as a department representative.
At Level I, communicate effectively, build working relationships, distinguish relevant information, apply rules and regulations, organize and prioritize work, handle multiple tasks and stressful situations, interact respectfully with people from varied backgrounds, use standard and specialized software, and de-escalate difficult customer interactions.
At Level II, complete Level I duties at an intermediate level, complete training in TANF, Adult Financial, and Long Term Care Medicaid, and process those programs with 95% accuracy and timeliness.
At Level II, interpret eligibility results, detect incorrectly determined benefits, and make necessary corrections.
At Level III, serve as an internal resource on program policies and rules, CBMS functionality, claims and fraud, and problem detection and resolution.
At Level III, demonstrate leadership and initiative, model effective team communication, assist with training new technicians, and help with challenging cases and clients, burial applications, and some confidential cases.
If a local disaster declaration is issued by the Board of County Commissioners or another authorized representative, serve as a disaster service worker if called upon.

Benefits

Medical, dental, and vision insurance.
Optional insurance plans for employees and eligible dependents, with costs shared between the employee and the organization.
Life insurance and employee-only medical insurance at no cost to the employee.
Pre-tax flexible spending account.
County matching contribution of 4% to the employee's 401(a) retirement account, alongside the employee's 4% contribution.
Optional 457(b) tax-advantaged deferred-compensation retirement plan.
Paid time off accrued at 14 hours per month to start.
11 paid holidays per calendar year.
Employee Assistance Program with six counseling sessions and some legal and financial support counseling.
Modified work schedules for qualifying positions and employees.
Additional employee discounts and fringe benefits.