Eligibility Referral Specialist 2
Job & Family Services
Full-Time
Objectives
Individual is responsible for determining the financial eligibility of applicants for public assistance programs. Individual refers recipients to needed services within the community. Individual maintains ongoing eligibility for assistance. Individual reports to Eligibility Referral Supervisor in the Public Assistance Division.
Essential Functions
- Interviews individuals by telephone or in-person as appropriate for a variety of Public Assistance programs.
- Maintains assigned caseload, gathering required data, preforming interactive interviews and draws conclusions to establish initial and ongoing eligibility.
- Obtains necessary verifications, computes applicant’s budget, completes thorough case recordings, obtains signatures and explains rights and responsibilities as required by law.
- Refers individuals to special programs as necessary.
- Explains Public Assistance programs and procedures, as well as other available services.
- Works with long-term care facilities and other outside agencies to help meet initial and ongoing needs.
- Conducts state hearings and county conferences as needed and files necessary forms timely.
- Prepares notification letters to assistance groups other than those generated by the state computer system.
- Process changes and applications in accordance with division policy.
- Completes reapplications and mass changes as needed/required.
- Determines if the eligibility evaluation completed by state computer system is in compliance with regulations and how to override the system in order to make eligibility correct.
- Maintains ability to follow through with an interview with or without access to the state computer system.
- Cooperates with other CDJFS internal units to better serve the client.
- Communicates with applicable community resource agencies within the guidelines of public assistance confidentiality.
- Completes timely and necessary reports, RMS, forms, correspondence, and other written material required for proper documentation.
- Covers interviews for absent employees as directed. Provides culturally competent service to all clients, the public and colleagues.
- Obtains necessary and required information for suspected program fraud, overpayment, and/or underpayment.
- Testifies in court as necessary and requested.
- Reports suspected child abuse or elder abuse as required.
- Provides culturally competent service to all clients, the public and colleagues.
- Attends supervision, staff, and training sessions as deter-mined necessary by immediate supervisor.
- Regular and dependable attendance.
- Ability to get along with others.
Job Standards
One year of experience as an ERS 1 (30121) or two years’ experience as a USW 2 (30112); or completion of two courses or one year of experience in behavioral science, social science or customer services techniques; one course or six months experience in business mathematics, one course or six months experience in business English, one course or six months experience in interviewing techniques, and one course or six months experience in typing, keyboarding or word processing; plus, a high school diploma or equivalent; or education, training and/or experience in an amount equal to the Minimum Qualifications stated above.
Must possess a valid Ohio Driver’s License and acceptable driving record. Must meet and maintain qualifications for driving on county business as a continued condition of employment. Must be able to pass background check for FTI.
Supplemental Information
NON-ESSENTIAL JOB FUNCTIONS:
- Performs related non-essential functions as needed.
JOB REQUIREMENTS
Equipment: Ability to operate a variety of office equipment such as computer, copier, telephone, tablet, calculator, FAX machine, video player, and other equipment necessary to perform duties.
Critical Skills/Expertise:
- Thorough knowledge of and ability to apply rules, regulations, and guidelines associated with Federal, State and Public Assistance programs.
- Ability to define and solve problems, collect data, establish facts, draw valid conclusions using judgment, and analytical skills.
- Thorough knowledge of interpersonal skills, public relations, interviewing, personal income budgeting.
- Thorough knowledge of and ability to apply necessary computer systems and other proprietary software to complete jobs.
- Extensive knowledge of and ability to apply program policies and procedures.
- Ability to communicate effectively, both orally and written.
- Ability to work independently, under pressure, and to set and achieve goals; and Ability to organize and maintain large volumes of information and paperwork.
- Ability to work effectively with clients who may be upset, distraught, irate, emotionally or mentally or otherwise unable to function within reasonable range of constructive behaviors.
- Organize and prioritize work assignments, multitask with accurate focus and refocus in a fast-paced environment.
- Efficiently operate computer programs such as, but not limited to, Microsoft Word, Excel, Outlook, and agency specific programs.
- Demonstrate integrity, reliability, and the ability to maintain confidentiality.
- Deliver excellent customer service, externally and internally.
- Proficiency in grammar, writing, mathematical skills, spelling, and punctuation.
- Thorough knowledge, adherence and aptitude to follow safety policies, procedures and practices; and
- Thorough knowledge, adherence and aptitude to follow federal, state, county, and department policies and procedures, laws and regulations.
DIFFICULTY OF WORK
Work consists of complex, varied, standardized and non-standardized tasks requiring application of numerous laws, rules, regulations, and procedures. Individual is required to provide technical assistance to staff personnel on programs, policies and the interrelationship of programs under extremely complex and difficult situations. The position requires the individual to be continually aware of changes occurring which must be learned and communicated as necessary. Individual must be able to professionally address and work with potentially irate customers.
RESPONSIBILITY
Individual must demonstrate multi-tasking and organizational skills. Individual must adhere to departmental rules and procedures regarding confidentiality due to the nature of information that is accessed. Supervisor provides general guidance allowing the Individual the ability to plan the procedures and methods to attain objectives. Individual makes choices or decisions without supervisory input on most daily activities, such as scheduling appointments, establishing priorities, making referrals to other agencies, and forming collaborative relationships with other service providers in the county. Individual operates independent of supervision daily operations, normally receiving supervisor’s input when needed. Errors in work may cause inaccuracies in reports, records, or technical data resulting in inaccurate or incomplete information, and may cause overpayment or underpayment in benefits issued and may ultimately result in fiscal sanction against the agency.
PERSONAL WORK RELATIONSHIPS
Contact is with co-workers, employees from public and private sector organizations and the public. The purpose of these contacts is to guide and direct, check on progress of work assigned, coordinating services, job development/referrals and handle questions about department, programs and client concerns.
PHYSICAL EFFORT AND WORK ENVIRONMENT
Physical Requirements: The physical requirements of the position are identified as sedentary work, which may require the lifting of up to twenty-five (25) pounds. Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Physical Activity: Individual performs the following physical activities: standing, walking, manual dexterity, grasping, talking, listening, reaching and hearing. This position requires individuals to be on the phone and working on the computer simultaneously for extended periods of time.
Visual Activity: Individual performs computer work for long periods of time. The minimum visual activity of the seeing job is close to the eyes.
Job Location: The minimum work conditions for the position indicate that the individual is not exposed to adverse environmental conditions.
