Economic Support Specialist

The Kenosha County Economic Support Program offers a unique opportunity for those who desire a challenging and rewarding career which positively impacts the well-being of children, families, and county residents.

The Economic Support Specialist/Call Center Agent in the Division of Workforce Development is responsible for determining the sources, types, and levels of public assistance available by law as well as taking proper action to issue benefits and perform case management activities to eligible consumers requesting such programs and services. The majority of consumer communication and case updating is conducted by telephone while on the computer in a call center environment.

Please see the following video to learn more about the Economic Support Specialist position: (Use the "Apply for this Job" box below).-staff

2026 Hiring Range: $22.26 – $25.29 per hour

The Economic Support Specialist performs a wide range of skilled tasks in eligibility determination for local, state, and federal public assistance programs including Medical Assistance, Food Share, Child Care Assistance, Elderly, Blind and Disabled, Long Term Care, and Caretaker Supplement benefits. Job duties include:

• Conducts an interactive interview to collect, verify, and document required information such as proof of identity and demographics, income, expenses, and assets, and simultaneously enters information into a computer program to determine initial and ongoing public assistance program eligibility
• Fields calls in the call center to answer questions, take applications, review cases, enter changes, and assess eligibility for various assistance programs
• Researches, interprets, and explains local, state, and federal policies governing eligibility, legal rights, and responsibilities
• Learns and provides information regarding various programs of assistance as well as community resources to refer individuals and families to, both inside and outside of the agency as appropriate; also receives and processes referrals from other agencies
• Develops and maintains the ability to problem-solve and to perform duties in an independent manner while exercising good judgement
• Uses discretion with consumers and exhibits cultural competence; observes rules of confidentiality and maintains non-judgmental attitude
• Attends all mandatory training sessions and completes all state-required training as outlined in state contracts
• Maintains a current understanding of the policies and procedures provided through update memos and on-line handbooks
• Reports in a timely and courteous manner to telephone, letter, and personal contacts made by partner agencies on behalf of a client to provide information and assistance regarding eligibility assessments and application procedures
• Determines referrals and exemptions for employment programs
• Refers suspicious or questionable cases to the Program Integrity Unit for further investigation
• Determines accuracy of information and reconciles discrepancies
• Keeps informed of all process and program change
• Explains program rules and requirements to the public and customers
• Ensures all data is entered into electronic data systems accurately and timely
• Electronically documents all service contacts and case actions
• Maintains security of all customer records
• Uses a one-touch philosophy for consortium calls, which means processing all action items attached to a case at time of call or interaction in person
• Performs other duties as required or assigned

Knowledge of:

• Public assistance program policies and procedures and available community resources
• Provision of quality customer service and case management in a call center environment
• Evaluation processes and techniques, interviewing techniques, and case file and computer records management
• CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment

• Microsoft Office Suite, including Word, Excel, and Outlook
• Organization and time management, decision-making, customer service, written and oral communication
• De-escalation

• Maintain a professional demeanor with the public, establish customer relationships, and have strong interpersonal skills
• Enter alpha-numeric data into multiple entry systems
• Communicate effectively with other staff members, supervision, and the public
• Gather, organize, and evaluate data quickly to meet deadlines
• Work respectfully in a diverse and inclusive environment and remain professional and courteous at all times
• Adhere to strict computer security and confidentiality guidelines
• Adhere to process protocol and apply established protocols in a timely manner

Required Education and Experience

• High school diploma or GED equivalent

Preferred Education and Experience

• Associate degree in Human Services, Sociology, or related field
• Experience working in a call center or customer service environment
• Experience with individuals of varying…