Eligibility Technician I, II, III

Delta County Colorado•Delta, CO

3d•$21 - $23•Onsite

About The Position

This position involves determining initial and ongoing eligibility for public assistance programs through interviews and information analysis. The role requires entering client data into a complex computer system, analyzing information against program regulations, and referring clients to resources. Casework and client interactions must be documented clearly and concisely. The position is structured in three tiers (I, II, III) with increasing responsibility, experience, and independence. Level I: Performs routine tasks under close supervision, requiring basic skills and limited decision-making. Has no or limited experience and works within defined procedures. Level II: Applies intermediate skills and job knowledge, handling non-routine tasks and resolving issues with general supervision. Requires general supervision. Level III: Handles varied tasks from routine to complex, applying a full range of specialized skills. Frequently adapts procedures and may serve as a lead, working under intermittent supervision and relying on experience and judgment.

Requirements

High school diploma or equivalent required; associate’s or bachelor's degree preferred
Must complete State and County training in Medical Assistance and Supplemental Nutrition Assistance Program (SNAP) (Eligibility Technician I).
Training to proficiently process all programs with 85% accuracy and 95% timeliness (Eligibility Technician I).
Develop interviewing and other communication skills (Eligibility Technician I).
Work is closely reviewed at a supervisory level for complete documentation and accurate eligibility decisions (Eligibility Technician I).
Three (3) years administrative experience working with the public providing information and assistance utilizing databases, computer programs and application of organizational information (Eligibility Technician I).
Bachelor's degree may substitute for the required experience; associate's degree may substitute for two years of the required experience (Eligibility Technician I).
Completed State and County training in Medical Assistance and Supplemental Nutrition Assistance Program (SNAP) (Eligibility Technician II).
Demonstrated ability to process Medical Assistance and SNAP with 95% accuracy and timeliness (Eligibility Technician II).
Employees will display an intermediate level of interviewing skills, case processing, and detailed documentation (Eligibility Technician II).
Incumbents require detailed knowledge of eligibility rules and regulations for assistance programs; the ability to research desk aids and program rules and effectively exercise judgment in applying them to make accurate eligibility determinations (Eligibility Technician II).
Employees work at an intermediate level under general supervision, consulting with the supervisor on more difficult cases (Eligibility Technician II).
Employees have the ability to understand eligibility results and detect when benefits have been incorrectly determined, and make necessary corrections (Eligibility Technician II).
Advanced level of communication with the ability to de-escalate upset and hostile clients (Eligibility Technician II).
Monthly case reviews demonstrate compliance with procedures, policy, completeness, accuracy and final decision (Eligibility Technician II).
Completed State and County training in Medical Assistance, SNAP, TANF, Adult Financial and LTC Medicaid programs (Eligibility Technician III).
Demonstrated ability to perform all aspects of Eligibility Technician II expectations at an advanced level requiring only intermittent oversight (Eligibility Technician III).
Process all programs consistently above 95% accuracy and timeliness at an expert level (Eligibility Technician III).
Advanced level of understanding and achievement of at least four (4) of the following is required to demonstrate mastery for promotional opportunity to a Level III: Troubleshoot difficult case issues in CBMS, Fraud detection, Internal project management/initiative that aided the development of the unit, Displays qualities of a leader and shows initiative to take on more than what is expected, Mentor new technicians as they progress through levels I and II, Processes burial applications, Entrusted with processing confidential cases (Eligibility Technician III).
Consistent punctuality and attendance.
Walk, stand, sit type, use hands and fingers, handle or feel objects or tools, reach with hands and arms, talk, listen, hear, read, see, lift, climb in and out of vehicles, and drive vehicles.
Lift 25 pounds.

Nice To Haves

Associate’s or bachelor's degree
Bilingual in Spanish and English languages

Responsibilities

Assesses economically vulnerable clients; evaluates clients’ needs, provides comprehensive eligibility determinations to families or cases in accordance with agency, state and federal program requirements.
Conducts interviews with applicants, recipients, and other related parties to obtain information required to determine program eligibility.
Interprets and applies complex federal and state policies, rules, and regulations to ensure access to appropriate services and consistent, accurate, and timely processing of client services.
Maintains a thorough understanding of complex programs, processes, or specialized systems through participation in ongoing training.
Operates databases from a wide variety of systems, provides ongoing case maintenance, and processes applications for assistance and redetermination of eligibility.
Supports the relationship between Delta County government and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and County staff; maintains confidentiality of work-related issues and County information; performs other duties as required and assigned.
Learns the functions of the Front Desk Administrative Assistant to provide coverage as needed (Level I).
May testify in hearings on cases appealed as representatives of the department (Level I).
Communicate effectively verbally and in writing; following and effectively communicating verbal and written instructions (Level I).
Establish effective working relationships with coworkers and supervisors; be sensitive to individual values and needs (Level I).
Make objective distinctions between relevant and non-relevant information (Level I).
Exercise judgment in applying and selecting appropriate rules and regulations (Level I).
Prioritize and organize daily tasks and work assigned to avoid any backlog (Level I).
Handle multiple tasks simultaneously, under pressure, and in emergency and stressful situations (Level I).
Interact with people of different social, economic, and ethnic backgrounds with courtesy, professionalism and respect (Level I).
Utilize standard personal computer software programs and specialized State and County software (Level I).
De-escalate upset and/or angry customers; professionally navigate difficult conversations (Level I).
Complete State and County training in Temporary Assistance for Needy Families (TANF), Adult Financial, and Long Term Care (LTC) Medicaid programs (Level II).
Proficiently process TANF, Adult Financial and Long Term Care Medicaid programs with 95% accuracy and timeliness (Level II).
Understand eligibility results and detect when benefits have been incorrectly determined, and make necessary corrections (Level II).
Be an internal resource on all program areas to include an understanding of policies and rules, Colorado Benefit Management System (CBMS) functionality, claims and fraud, and in problem detection and resolution (Level III).
Display leadership skills, take initiative and model effective and productive communication in a team setting (Level III).
Assists with training new technicians (Level III).
Assist with challenging cases/clients, burial applications, as well as some confidential cases (Level III).
Should the Board of County Commissioners or another authorized representative issue a local disaster declaration in Delta County, all Delta County employees may be called upon to serve as disaster service workers (All Levels).

Benefits

Medical, dental, vision insurance
Selective optional insurances available to the employee and eligible dependents on a cost share basis between employee and the organization
Life insurance and employee only medical insurance is available at no cost to the employee
Pre-tax flexible spending account (FSA)
Employees contribute 4% of their salary to a 401(a) retirement account fully matched with 4% from the County
Optional 457(b) tax advantaged deferred-compensation retirement plan
Paid time off is accrued at 14 hours per month to start
11 paid holidays per calendar year
Employee Assistance Program (EAP) that includes 6 counseling sessions along with some legal and financial support counseling
Modified work schedules for positions and employees that qualify
Additional employee discounts and fringe benefits are available