Enrollment Specialist

Job Title

ENROLLMENT SPECIALIST

SENIOR MANAGER, COMMUNITY PROGRAMS

211 OC

FULL-TIME/NON-EXEMPT

The Enrollment Specialist plays a vital role in supporting individuals and families by facilitating access to essential public assistance programs. This position primarily involves conducting eligibility assessments and completing applications on behalf of clients for programs such as Cal Fresh (SNAP), Low-Cost Utility Assistance, California Alternative Rates for Energy (CARE), and other approved services. The Enrollment Specialist provides compassionate, client-centered support via phone and community outreach, ensuring that clients receive the benefits they are entitled to.

• Conduct comprehensive eligibility screenings and assessments to determine client qualification for public assistance programs.
• Complete applications on behalf of clients using platforms such as Benefits Cal (Cal Fresh and Medi-Cal), including obtaining consent, answering questions, and uploading required documentation.
• Maintain accurate records and reporting for all enrollment activities and referral services.
• Provide follow‑up support via phone and text to ensure continuity of benefits and resolve any issues.
• Participate in community outreach events across Orange County to promote program awareness and access.
• Advocate for clients experiencing barriers to benefit access, including follow‑up on application status and resolution of issues.
• Deliver first‑contact resolution by addressing client needs effectively during initial interactions with 211OC.
• Collaborate with internal teams and external community organizations to share best practices and enhance service delivery.
• Assess immediate client needs and provide referrals to appropriate community resources.
• Develop expert‑level proficiency in 211OC’s software systems, including the Community Information Exchange database, telephony, softphone, texting platforms, and administrative tools.
• Empower clients to make informed decisions about services that best meet their needs.
• De‑escalate challenging situations and provide crisis intervention when necessary.
• Troubleshoot service gaps and collaborate with I&R Specialists and the Resource Department to identify alternative solutions.
• Assist clients in problem‑solving when no direct services are available.
• Balance responsibilities between benefits enrollment and general 2‑1‑1 call handling based on call volume and staffing needs.
• Advocate for clients who have been denied services and assist in navigating appeals or alternative options.
• Provide basic technical support to clients experiencing issues with online applications or systems.
• Perform other duties as assigned to support departmental goals and client outcomes.

• High School Diploma required; BA/BS in Human Services or related field preferred.
• Minimum of one year of experience working directly with individuals and families in crisis or underserved communities.
• Prior experience in information and referral services or human services is highly desirable.
• Bilingual proficiency in English and Spanish (verbal and written) is required.
• Strong interpersonal, communication, and problem‑solving skills.
• Ability to work independently and collaboratively in a fast‑paced, client‑focused environment.
• Commitment to equity, inclusion, and advocacy for vulnerable populations.

• Commensurate with experience, education, and market, $21-$22.50 per hour. Competitive benefits.

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; responds well to questions; participates in meetings.
• Written Communication - Writes clearly and informatively;…