[Hiring] Economic Support Specialist @Dane County

Role Description

The Dane County Department of Human Services, Economic Assistance and Work Services Division, in Madison, Wisconsin, is recruiting for several full-time (1.0 FTE) Economic Support Specialist positions. The Eligibility List created from this recruitment may be used to fill future vacancies over the next six (6) months.

As an employer, we strive to provide a work environment where:

• Diversity and differing opinions are valued
• Creativity is encouraged
• Continuous learning and improvement are fostered
• Teamwork and open/honest communication are encouraged
• Meeting customers’ needs through quality service is a shared goal

All employees must be able to demonstrate multicultural competence - the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply.

Definition: An entry level classification in the Economic Assistance Division of the Department of Human Services, under general supervision, to perform call center and case management functions for applicants/recipients of:

• Medical Assistance
• Child Care Subsidies
• Food Stamp Program
• Other economic assistance programs

Approximately 75% of the Economic Support Specialist (ESS) duties are to answer calls and address customer issues as part of an eight (8) county call center, which may include many of the duties listed:

• Provides case management to participants of economic assistance and employment programs in person, on the phone, or electronically
• Accepts applications for program benefits
• Determines eligibility through interviews, documents, and collateral investigations
• Enters information in computerized eligibility systems and other computer programs
• Explains agency services, payment delivery, and client rights and responsibilities
• Maintains accurate, well documented case files
• Effectively utilizes case management tools, including computer documents
• Accurately determines program placement and payments
• Responds to emergency need situations
• Makes referrals for supportive services
• Maintains an effective working relationship with collateral agencies
• Maintains a current knowledge of applicable federal and state regulations and local policies
• Investigates complaints and fraud allegations
• Prepares for and offers testimony in administrative (civil) and criminal hearings
• Regularly attends in-service training programs

Qualifications

• Any combination of education, training and experience equivalent to High School graduation (or equivalent)
• Two (2) years’ experience providing case management and/or eligibility determination of clients
• Two (2) years of related college study may be substituted for the described experience
• At least one (1) year of experience with electronic data processing equipment and use of current computer programs

Requirements

• Flexibility of job position and office location is essential
• Good organizational skills are imperative to a successful career
• A valid driver’s license (or eligibility for) and access to personal transportation may be required for some positions
• For positions requiring a driver’s license and transportation, candidates who reach the final selection process will be subject to a thorough driving record background check
• Some positions may require bilingual skills in a Southeast Asian language (Cambodian, Hmong, Laotian or Vietnamese) and English, and bicultural in Southeast Asian (Cambodian, Hmong, Laotian or Vietnamese) and American
• Some positions may require bilingual skills in Spanish-English (Must be able to pass bilingual tests)

Benefits

• Some positions may require a criminal background check which can include fingerprinting due to the nature of the job’s responsibilities
• Wisconsin’s Fair Employment Law prohibits discrimination because of an arrest or conviction record
• Dane County may disqualify an applicant if the position’s responsibilities are substantially related to the applicant’s criminal history
• Management reserves the right to make employment contingent upon successful completion of the background check

Physical and Environmental Work Requirements

• Sedentary work, using cordless headsets, reading from computer monitors, and using a keyboard and mouse for up to eight hours per day
• Interactions on a regular basis with individuals who are experiencing economic and personal distress due to various issues
• Creating potentially volatile situations
• Engage in lengthy verbal conversations with clients, coworkers, and community partners both in person and over the phone
• Flexibility of job position, duties and office location is essential - no one is permanently assigned to a specific unit or office
• Much of the work is confined to your work area, connected to phone system
• Standard work hours are Monday through Friday, 7:45 am – 4:30 pm

Knowledge, Skills and Abilities

• Knowledge of case management principles
• Interviewing skills
• Knowledge of community resources available to recipients and applicants
• Ability to read complex manuals and handbooks and follow the orderly directions they provide
• Ability to work independently with minimum supervision
• Ability to work within strict time deadlines and establish routines to result in an even output of work
• Ability to be highly organized
• Ability to work accurately in order to avoid hardship to clients and costly federal or state sanctions
• Ability to work cooperatively with agency staff and public officials
• Ability to maintain confidentiality and objectivity
• Ability to communicate effectively orally and in writing
• Ability to handle a high volume of phone calls while providing polite, accurate, and comprehensive service
• Ability to implement rules and regulations
• Ability to work with constantly changing policies
• Ability to make frequent and accurate computer entries
• Ability to deal effectively with persons who may be hostile, non-cooperative or evasive