Staff Development Specialist - Economic Support

Outagamie County • Appleton, WI

7d • Onsite

About The Position

Provides technical assistance and staff development to staff that determine eligibility for Economic Support Programs in accordance with policy. Responsible for training new employees and experienced staff in a supportive, non-judgmental way. Hours: Monday - Friday 8:00-4:30 with flexibility. This position does offer a comprehensive benefits package including being a part of WRS (Wisconsin Retirement System). In the first year, the successful candidate will demonstrate the ability to understand and apply complex policies and procedures, communicate clearly and professionally both verbally and in writing, and consistently uphold professional ethics and standards. Success will also depend on being organized, accurate, dependable, and able to manage responsibilities with attention to detail.

Requirements

• Bachelor's Degree in a related field and three years of experience in Economic Support, OR Associate’s degree in a related field with 3 years of related experience and three years in Economic Support.
• Ability to effectively communicate verbally or in writing with customers with limited reading, writing, and speaking ability.
• Comprehend and interpret complex policy and procedure manuals and legal, medical, and financial documents, and communicate with other professionals such as attorneys, social workers, and legal representatives.
• Assist in the planning, development and evaluation of the agency's needs.
• Ability to be flexible and responsive as demands change and to work independently and be a positive team member.
• Adhere to professional ethics and standards.
• Must be organized, dependable, and accurate.
• Ability to use call center software and equipment and to operate a variety of other office equipment including computer, calculator, telephone, scanner and fax machine.
• Ability to add, subtract, multiply, and divide and to calculate decimals and percentages.
• Ability to objectively review the work of peers.
• Ability to be a team leader and to problem solve.
• Ability to be available to accept and respond to questions from staff in a professional, non-judgmental way, regardless of the disruption.
• Ability to understand different learning styles and apply teaching principles.

Nice To Haves

• Experience in a training role or environment preferred.
• Spanish and/or Hmong bilingual skills preferred.

Responsibilities

• Maintains expert knowledge of complicated and ever-changing Federal and State rules, policies and procedures for numerous Income Maintenance programs.
• Provides timely training and staff development to new and experienced staff utilizing the state-developed curriculum and training resources, administration and operations memos, manuals and handbooks, results of quality control and observation, and in-house materials and tools. Training includes technical aspects of the Call Center, telephone etiquette, and suitable case comments.
• Provides support to the Manager, Supervisors, and Economic Support Specialists and Leads through technical assistance, policy interpretation, creation of desk aides and guides, coaching, and delivering meaningful and timely training.
• Conducts targeted case reviews and audits calls to ensure good customer service, accurate benefit determination, professionalism, and efficiency.
• Analyzes, troubleshoots, and reports technical issues related to equipment (computers and telephones) and coordinates with county and state help desks to resolve issues and decrease down time.
• Presents to committees, at conferences, or other events as needed.
• Collaborates with partner agencies of the East Central Income Maintenance Consortium by attending operational meetings, creating best practices and standard operating procedures, working to meet the Income Maintenance and Call Center Performance standards, representing the consortium at state/county committee meetings, and working to improve customer access.
• Provides timely and quality service to customers, legal representatives and guardians, corporation counsel and attorneys, federal and state staff, and health care professionals.
• Abides by all client confidentiality rules.
• Navigates numerous systems and databases including but not limited to: CWW, ECF, CSAW, BRITS, SAVE, Forward Health, KIDS, etc.
• Assists with preparation for hearings with an Administrative Law Judge and attends hearings to support the Economic Support Specialists.
• Collaborates with and provides training and updates to other community-based agencies as needed.
• Provides assistance with problem resolution by responding to questions, inquiries, and complaints from the general public, customers, other agencies, attorneys, guardians, legislators, and the State.
• Provides support to the Economic Support Supervisors and Manager by working reports, taking the lead on special projects, balancing worker caseloads, collecting data, helping to streamline processes, creating best practices, tools and standard operating procedures.

Benefits

• Comprehensive benefits package
• Part of WRS (Wisconsin Retirement System)
• Benefit options and paid time off for team members that work 20+ or more hours per week.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree