Overpayments and Collections Analyst I/II - Limited Term (Open)

County of San Mateo•Redwood City, CA

5d•Onsite

About The Position

The County of San Mateo Human Services Agency (HSA) is seeking qualified applicants for the position of Overpayments and Collections Analyst I/II in the Program Integrity and Community Services Branch, Overpayments and Collections Unit. This position, under general supervision, performs a variety of tasks and support in relation to overpayments and collections, including benefit issuances, reconciling trust funds, tax intercept, Income and Eligibility Verification System (IEVS) abstracts, overpayments establishment, and other collections activities. The role involves assisting with the coordination of oversight over cash, credit, and bank transactions related to collection activities in the statewide welfare system, CalSAWS. The analyst will also assist Leads and Supervisors in analyzing administrative problems and making recommendations, as well as analyzing programmatic requirements for potential process improvements. The ideal candidate will have a thorough knowledge of eligibility policies, procedures, and regulations for public assistance programs, strong analytical and communication skills, and experience working with diverse stakeholders. This is a limited-term, at-will assignment not to exceed three years.

Requirements

Thorough knowledge of eligibility policies, procedures and regulations for all public assistance programs including but not limited to CalFresh, CalWORKs, Foster Care, General Assistance (GA), Cash Assistance Program for Immigrants (CAPI) and other public welfare programs.
Strong writing, comprehension, editing, mathematical and analytical skills.
Superior interpersonal and presentation skills.
Experience working with a wide variety of stakeholders within the County, the Department, and Statewide stakeholders.
Consistent and reliable attendance record.
Self-motivated, highly analytical, and strategic thinker with the ability to solve business problems and deliver insights that enable timely and effective operational decision-making.
Ability to work with cross-functional teams of the organization in support of the development, execution, and monitoring of programmatic, administrative, facility, and technological areas.
Knowledge of principles and procedures of eligibility determination.
Knowledge of functions of public social services.
Knowledge of investigative and interviewing techniques.
Knowledge of principles and practices of Overpayments and Collections.
Knowledge of principles, procedures and techniques of collections and credit investigation work, including sources of information available in skip-tracing and collection.
Knowledge of laws, regulations, ordinances and codes related to the legal collection of debts, probate, seizure of property, real property transactions and bankruptcy.
Knowledge of de-escalation techniques with difficult situations and clients.
Knowledge of basic accounting and financial record keeping principles and practices.
Knowledge of correct English usage, including spelling, grammar and punctuation for business writing.
Knowledge of office procedures, practices, and the operation of standard office equipment.
Ability to comprehend and evaluate evidence of possible intentional fraudulent activities.
Ability to resolve casework problems and make recommendations for solution.
Ability to plan, coordinate and implement administrative and programmatic research and analysis.
Ability to gather, analyze, correlate, and evaluate observed facts and evidence.
Ability to interpret and apply welfare and various laws, rules, regulations and requirements.
Ability to maintain thorough and up-to-date knowledge of Federal, State and County rules, regulations, policies and procedures related to eligibility for public assistance programs.
Ability to understand and follow the principles of collection and recoupment provisions and procedures.
Ability to communicate effectively orally and in writing with people of diverse backgrounds and cultures.
Ability to establish and maintain effective working relationships with those contacted in the course of the work.
Ability to interview effectively and secure the cooperation of customers in obtaining pertinent personal information.
Proficiency in utilization of database, data processing systems and search applications.
Ability to prepare, maintain and interpret reports and records.
Ability to organize, keep current and maintain workload within set deadlines.
Ability to work independently with minimal supervision and instruction, as well as collaboratively as part of a team.
Excellent organizational skills in handling multiple and competing priorities.
Flexible, deadline driven, customer service oriented, and ability to work under pressure and with frequent interruptions.
Ability to exercise thorough independent judgement within general policies and regulatory guidelines.
Ability to gather information through interview and investigative work, evaluate data, draw valid conclusions and determine strategies for collecting accounts.
Ability to interpret, apply and explain legal provisions and County policies regarding delinquent accounts.
Ability to organize and maintain accurate revenue and collection records and files.
Ability to use initiative and sound independent judgment within established guidelines.
Ability to prioritize work and coordinate multiple activities.
Ability to establish and maintain effective working relationships with those contacted in the course of the work, often in stressful situations.
Two years of experience performing public assistance eligibility work in a welfare department or related field (for Analyst I).
One year of experience performing account reconciliation, debt recovery, and overpayment collection work in a welfare department or related field (for Analyst II).

Nice To Haves

Experience with CalSAWS.
Experience with Income and Eligibility Verification System (IEVS) abstracts.
Experience with Fair Hearings or Special Investigations.
Experience working with the District Attorney’s office.

Responsibilities

Perform a variety of tasks and support in relation to overpayments and collections, including benefit issuances, reconciling trust funds, tax intercept, Income and Eligibility Verification System (IEVS) abstracts, and overpayments establishment.
Assist with the coordination of oversight over cash, credit, and bank transactions as they relate to collection activities in the statewide welfare system, CalSAWS.
Assist Leads and Supervisors in the unit and participate in the analysis of a wide variety of moderate to complex administrative problems and make effective recommendations.
Analyze programmatic requirements in order to provide support for planning and potential process improvements.
Conduct impartial and comprehensive case reviews and audits for early fraud detection and cost avoidance.
Perform research and analysis for identifying and recovering welfare benefit overpayments, overissuances, and debt collections.
Perform account reconciliation, debt recovery, and collection of overpayments and overissuances of welfare benefits.
Provide verbal and written reports explaining issues, errors, and corrective actions.
Compile a succinct summary of a case profile for case notes to be used as reference for Fair Hearings or Special Investigations requests.
Prepare and enforce legal requirements for repayments, liens, writs, small claims, and other legal communications between external entities with County Counsel direction.
Provide support and information regarding the case to Special Investigations and Fair Hearings units, and to staff of the District Attorney’s office, as needed.
Identify issues and problems and propose solutions for overpayments, overissuances, and debt collections.
Explain policies, procedures and prepare correspondence to clients, employers, and other stakeholders as required.
Prepare memos to department supervisors and staff explaining issues, errors and corrective actions.
Make verbal and written reports of findings to staff, supervisors and managers.
Enter, update, and maintain case narratives, payments, and other relevant case information into various Federal, State and local public assistance, collection, and other ancillary data systems as appropriate.
Apply laws, regulations, and policies to determine appropriate overpayment and overissuance recovery procedures and collection activities.
Attend State, Local, Departmental and Regional meetings and workgroups regarding program and policy changes related to State, and Federal Laws, as assigned.
Perform customer service duties, including client and stakeholder contacts, written and oral communications, both in person and remotely.
Follow office protocols and operating procedures and policies.
Assist supervisor with any projects as assigned.
Review and audit case eligibility and validate client benefits, including Integrated Fraud Detection cases.
Request income verification from applicants/recipients, employers, and third parties.
Create and validate claims after case review and analysis.
Initiate and coordinate overpayment and overissuance recovery activities with other units and departments, criminal and civil courts, and bankruptcy courts.
Perform assignments in eligibility determination, including reviews and audits, legal enforcement and collections, quality control, court case preparation and support, providing training to Eligibility staff on overpayments, overissuances, and debt collection.
Review client case records to ensure accuracy, proper application of policies, regulations, timeliness of notices of action, identify actions taken by the County, and assess whether benefits were appropriately determined and issued.
Monitor and ensure appropriateness and accuracy of overpayment and overissuance records.
Update and revise claims resulting from court adjudications and Fair Hearings administrative determinations.
Provide support and case details for court and hearing preparation.
May provide subject matter expertise in preparation for consultation with the District Attorney’s Office in the prosecution of welfare fraud cases.