Economic Support Specialist-Lead
Salary: $20.19 – $24.11 Hourly
Job Type: Full-time
Location: Outagamie County Government Center 320 South Walnut Street, Appleton, Wisconsin
Department: DHHS Economic Support
The Economic Support Specialist – Lead establishes eligibility for Economic Support Programs in accordance with policy established by the State Department of Workforce Development and provides technical assistance and staff development support.
The following duties are most critical for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
· Maintains knowledge of and applies eligibility rules, policies, and procedures of several complicated Income Maintenance programs including Medicaid for the Elderly, Blind and Disabled, BadgerCare Plus, FoodShare, Caretaker Supplement and other subprograms of Medicaid, Child Care subsidies and Fraud and Program Integrity.
· Manages an assigned caseload by conducting interactive interviews, processing applications, renewals, documents and system alerts, determining accurate benefit amounts, requesting necessary verifications, processing system cross matches, navigating numerous systems and databases including (CARES/CARES Worker Web, Electronic Case File (ECF), Automated Case Directory (ACD), Child Care Electronic Benefits (CC EBT), Benefit Recovery Investigation System (BRITS), the Leaning Center, Alien Verification System (SAVE), Forward Health, and Web Access Management System (WAMS), and monitors the individual, team and agency dashboards and workloads to ensure timely service to our customers to meet performance measures.
· Provides timely and quality service to customers that visit the agency or that contact the Call Center. Meets call center standards such as calls per hour, call handle time, and after call time.
· Deciphers complicated documents such as tax forms and schedules, will and trusts, life and burial insurance policies, promissory notes, life estates and annuities, and financial aid award letters.
· Calculates benefit overpayments, sends appropriate notices to customers, initiates benefit recovery, and tracks the agency overpayment workload using the BRITS system. Refers potential fraud cases to the Fraud Investigator.
· Provides daily guidance to both new and experienced Economic Support Specialists (ESS). This may be done individually, in a group setting, or by responding to questions submitted electronically. Processes benefit supplements and any necessary system overrides for ESS. Assists the Staff Development Specialists with training efforts.
· Represents the agency at Fair Hearings conducted by an Administrative Law Judge. Provides information on circumstances of the case and the action being appealed.
· Collaborates with other divisions within Outagamie County Department of Health and Human Services, other county departments, community based organizations and the Income Maintenance Consortium. Attends other agency meetings and provides training and updates 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.
· Provide support to the Economic Support Supervisors and managers by: working reports such as the Electronic Residency report, taking the lead on special projects, balancing worker caseloads, collecting data, helping to streamline processes, creating best practices, tools, and standard operating procedures.
· High School Diploma or GED Equivalent
· At least 2 years of experience in Economic Support
· Or, any combination of education and experience that provides equivalent knowledge, skills and abilities.
Required or Preferred Skills:
· Comprehend and interpret a variety of complicated policy and procedure manuals and legal, medical, and financial documents.
· Effectively communicate with a variety of customers including those with limited reading and writing skills that speak English as a second language or not at all, have physical or mental limitations, and professionals such as attorneys, social workers, legal guardians, and advocates.
· Assist in planning, development and evaluation of the agency’s needs.
· Be flexible and responsive as demands change and to be a team player.
· Adhere to professional ethics and standards.
· Must be organized, dependable, and accurate.
· Ability to operate a variety of office equipment including computer, calculator, telephone, scanner, fax machine, Call Center and the software utilized by the Department.
· Ability to add, subtract, multiply and divide, calculate decimals and percentages, and make use of principles of descriptive statistics.
|Job Category||Economic Support|
|Date Posted:||January 10, 2019|