Quality Assurance Reviewer

State of Illinois•Homewood, IL

9d•Onsite

About The Position

Under direction, performs comprehensive, detailed, analytical and investigative review of case records and call recordings on State and Federal Assistance cases. Conducts case reviews with an assigned geographical location for compliance with Federal Supplemental Nutrition Assistance Programs (SNAP), State Regulations and Department of Human Services (DHS) rules, policies, and procedures. Conducts interviews with public assistance recipients, responsible relatives, and staff to verify information. Analyzes data and prepares reports regarding outcomes of reviews with recommendations for improvement. Travels in the performance of duties, including overnight stays.

Requirements

Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with coursework in one of the behavioral sciences.
Requires two (2) years of professional experience in casework or related area.
Requires the ability to speak read and write Spanish at a colloquial skill level.

Nice To Haves

Three (3) years of professional experience administering a supplemental nutrition assistance program.
Two (2) years of professional experience working with public assistance policies and programs including a supplemental nutrition assistance program.
Two (2) years of professional experience utilizing public assistance interviewing techniques.
Two (2) years of professional experience examining and evaluating data in accordance with established criteria.
Two (2) years of professional experience presenting and preparing clear, concise, and accurate reports.

Responsibilities

Performs comprehensive, detailed analytical and investigative reviews of live calls, recorded calls, and electronic case records on State and Federal Assistance cases to determine compliance with Federal Supplemental Nutrition Assistance Program (SNAP) regulations, State regulations and Department of Human Services (DHS) procedures designed to improve program access and operations management, reduce expenditures, and avoid quality control errors.
Conducts interviews with public assistance recipients and responsible relatives.
Analyzes data accumulated from reviews and prepares reports regarding outcomes and findings utilizing Microsoft Office Suite programs to determine error-trends and provide recommendations to management to improve outcomes.
Translates functions/procedures into Spanish for individuals who cannot read write or speak English in contacts with the public advocacy groups customers and community organizations.
Reviews, studies, and applies Federal and State policies, procedures and regulations as well as DHS policies, rules and procedures governing public assistance programs included in the review.
Participates in special programs required to test proposed procedures, methods and/or systems designed to improve Department operations prior to permanent implementation.
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Benefits

A Pension Program
Competitive Group Insurance Benefits including Health, Life, Dental and Vision Insurance
3 Paid Personal Business Days annually
12 Paid Sick Days annually (Sick days carry over from year to year)
10-25 Days of Paid Vacation time annually - (10 days in year one of employment)
Personal, Sick, & Vacation rates modified for 12-hour & part-time work schedules (as applicable)
13 Paid Holidays annually, 14 on even numbered years
Flexible Work Schedules (when available dependent upon position)
12 Weeks Paid Parental Leave
Deferred Compensation Program - A supplemental retirement plan
Optional Pre-Tax Programs such as Medical Care Assistance Plan (MCAP), Dependent Care Assistance Plan (DCAP)
Federal Public Service Loan Forgiveness Program eligibility
GI Bill® Training/Apprenticeship Benefits eligibility for qualifying Veterans
5% Salary Differential for Bilingual Positions
Commuter Savings Program (Chicago only)