Staff Development Specialist

Posted 1 week ago

Outagamie County

Staff Development Specialist

Salary: $25.15 – $27.36 Hourly

Job Type: Full-time

Location: Outagamie County Government Center 320 South Walnut Street, Appleton, Wisconsin

Department: DHHS Economic Support

Provides technical assistance and staff development to staff that determine eligibility for Economic Support Programs in accordance with policy. Responsible for training of new employees and experienced staff in a supportive, non-judgmental way.

Key Responsibilities:

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.

Maintain expert knowledge of complicated and ever-changing Federal and State rules, policies and procedures for numerous, Income Maintenance programs that support the very basic needs (health care, food, shelter, and child care) of customers. Programs include: Medicaid for the Elderly, Blind, and Disabled; other subprograms of Medicaid; BadgerCare Plus; FoodShare; Caretaker Supplement; Child Care Authorizations and Subsidies. Determine eligibility for emergency benefits or priority benefit issuance and manually determine eligibility for non-automated programs and prepare Medicaid certifications.
Provides training and staff development to new and experienced staff utilizing the state-developed curriculum and training resources, administration and operations memos, manuals and handbook, results of quality control and observation, and materials and tools developed in-house. Training includes not only the technical aspects of using the equipment and software of the Call Center but also telephone etiquette, appropriately coding current status in the Call Center, how to move a call through the eligibility process, asking clarifying questions, and entering clear and concise 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, reporting assessment results to the appropriate supervisor, and reassigning work of staff that are out of the office.
Monitors and assesses the performance and training needs of staff by conducting targeted case reviews to determine program accuracy and completeness and by listening to calls and observing staff to ensure they provide good customer service, while maintaining efficiency and using investigative interviewing techniques.
Analyzes, troubleshoots, reports and documents functionality issues and occurrences 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.
Coordinate services with child support specialists for paternity establishment and enforcement of Child Support orders; explain good cause criteria for non-cooperation with child enforcement that may involve sexual assault, domestic abuse, child abuse, or emotional abuse. Coordinate with social workers and the ADRC (Aging and Disability Resource Center) to ensure customer needs are met. As mandatory reporters, contact the intake worker located in the Children, Youth and Families Division or the Adult Protective Services Division if abuse or neglect is suspected or witnessed. Refer customers ineligible for Medicaid or BadgerCare Plus to the Federally Facilitated Marketplace (FFM).
Calculate the amount of benefit over issuance using Federal and State rules and regulations to create a budget analysis of the reporting quarters impacted. Generate notices to customers alerting them to the overpayment and repayment responsibilities. Refer applicants (front-end verification) and recipients to the fraud investigator and assist in the discovery of information and evidence. Perform as a responsible steward of Federal, State and Local funds.
Meet agency, consortium, and state performance requirements and state contract requirements such as timely case processing, FoodShare error rates, call center wait times and speed of answer. Provide timely and quality service to customers, legal representatives and guardians, corporation counsel and attorneys, federal and state staff, and health care professionals in a proficient and empathetic manner and abiding all mandated client confidentiality rules.
Navigate numerous systems and databases including: CARES/CARES Worker Web (CWW), Electronic Case File (ECF), Automated Case Directory (ACD), Child Care Electronic Benefits (EBT CSAW), Benefit Recovery Investigation System (BRITS), Alien Verification System (SAVE), Forward Health, DOT Division of Motor Vehicles, Web Access Management Systems (WAMS), Kids Information Data System (KIDS), and Call Center Anywhere (CCA).
Decipher complicated documents such as tax forms and schedules, wills and trusts, life and burial insurance, promissory notes, annuities, legal affidavits, child support and child placement court orders, and financial aid awards as part of the eligibility determination process and to determine cost shares based on family circumstances such as, income, assets, spousal impoverishment, medical information, and undue hardship.
Represent the State and Outagamie County Health and Human Services at hearings by preparing case details, collecting evidence, and providing testimony before an Administrative Law Judge.
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 Manager 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.
Education/Certifications/Experience Requirements:

Bachelor’s Degree in a related field and three years of experience in Economic Support, OR
Associates Degree in a related field with 3 years of related experience and three years in Economic Support.
Experience in a training role or environment preferred.
Required or Preferred Skills:

Ability to effectively communicate verbally or in writing with customers with limited reading, writing, and speaking ability. Spanish and/or Hmong bilingual skills preferred.
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.


Job Features

Job CategoryEconomic Support, Trainer

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