ESSENTIAL FUNCTIONS:
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.
- Performs an array of task management assignments and specific case management duties with designated timelines.
- Serves consumers in a regional call center setting by providing education, responding to questions, performing data entry, processing applications, renewals, and changes, working verifications, determining and redetermining eligibility, creating documentation, troubleshooting concerns, and responding to emergent needs.
- Explains program policies, guidelines, and eligibility requirements including apprising them of their rights and responsibilities as applicants and recipients.
- Maintains multiple secure logins to systems, including use of data queries and interchanges.
- Maintains all files, records, and documentation necessary by statutory and legal standards that can impact overall operations, contractual requirements, program and fiscal audits, administrative review processes, quality control activities, and administrative hearings.
- Supports program integrity and generates potential fraud referrals.
- Coordinates service delivery with other county, consortia, state, and community partners.
- Completes all training tasks and requirements necessary to maintain current job knowledge.
- Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
- Proficiency with required State and local systems and software, such as CARES Worker Web (CWW),
- Forward Health, Host-On-Demand (HOD), KIDS, Genesys Cloud Services, and Microsoft 365 cloud
platform. - Strong understanding of case management and public assistance program policies and procedures.
- Knowledge of interviewing techniques to elicit and probe for personal, financial, medical, or other sensitive information, including case file/computer records management.
- Ability to accurately incorporate essential details into case documentation and document preparation.
- Ability to prioritize, multitask, and perform complex work accurately within strict deadlines.
- Knowledge of County state and federal policies, procedures and practices.
- Knowledge of local government organization and its departmental operating requirements.
- Ability to type accurately at a reasonable rate of speed.
- Ability to work the allocated hours of the position.
LANGUAGE SKILLS
- Effective written and verbal communication skills.
- Ability to read governmental policies and procedures, written instructions, general correspondence.
- Ability to train and coach staff by breaking down complex programs, policies, and processes from the point of learning through application.
- Ability to communicate effectively with other staff and partners to resolve consumer-related needs and concerns.
- Ability to connect with various interpretation support for consumers with communication barriers.
MATHEMATICAL SKILLS
- Ability to calculate mathematical calculations.
- Ability to comprehend complex financial, legal and tax records.
REASONING ABILITY
- Ability to understand and effectively carry out verbal and written instructions.
- Ability to develop, interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
- Ability to define problems and deal with a variety of situations.
- Ability to think quickly, maintain self-control, and adapt to stressful situations.
- Ability to maintain discretion regarding business-related files, reports and conversations, within the provision of open records law and other applicable State and Federal Statutes and Regulations.
- Organizational and time management skills needed to meet deadlines.
- Must have ability to work accurately with attention to detail.
- Ability to maintain confidentiality.
- Ability to prepare and maintain accurate and concise records and reports.
- Ability to analyze facts and to exercise sound judgment in arriving at conclusions.
- Ability to use good judgement and effectively solve problems.
PHYSICAL AND WORK ENVIRONMENT:
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee s supervisor.
PHYSICAL REQUIREMENTS
- This work requires the occasional exertion of up to 10 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
- Work has standard vision requirements.
- Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
- Hearing is required to perceive information at normal spoken word levels.
- Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
- Work has no exposure to environmental conditions.
- Work is generally in a moderately noisy location (e.g. business office, light traffic).
WORK ENVIRONMENT
- Work is primarily in an office setting.
MINIMUM QUALIFICATIONS:
EDUCATION AND/OR EXPERIENCE REQUIREMENTS
- Associates Degree in the area of human services, finance, legal, or related field and one years experience in an office setting, with direct customer experience; OR high school diploma/equivalent and three years experience in an office setting, with direct customer experience
- Call center and/or phone experience preferred.
- Experience with technology, systems and interpretation of state/federal policies preferred.
- Must complete Income Maintenance New Worker Training within 6 months from date of hire.
- Must successfully pass criminal and caregiver certifications.
Full Pay Range: $24.57 - $34.24/hour
Expected Pay Range: $24.57 - $27.80/hour
Department: Health and Human Services - Economic Support
FTE: 1.0
St. Croix County is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We take affirmative action to ensure equal opportunity for all applicants without regard to an individual s race, color, age, religion, sex, sexual orientation, national origin, gender identity, disability, marital status, veteran status, or other legally protected characteristics.
