Economic Support Specialist

Overview

FLSA :
Non Exempt This is an entry level position in the Economic Support Section of the Department of Human Services, working within the eight-county Western Region for Economic Assistance (WREA) Consortium. This role determines eligibility and provides ongoing case management in a timely and accurate manner for the following public assistance programs:
Medical Assistance, Badger Care Plus, Food Share/SNAP Caretaker Supplement (CTS) and Wisconsin Shares Child Care subsidies. Applies complex federal, state and local policies to achieve program objectives, and provides information and referral services to residents within the eight-county service area. Majority of time is spent on the phone conducting interviews, relaying information to program applicants/recipients and inputting data into computerized eligibility system.

Must be able to multi-task in a fast paced, high-volume, highly structured, call center environment that operates under strict rules and regulations. A 12-16 week paid training period is required to receive Income Maintenance certification at beginning of employment, which may require travel.

• Demonstrate mutual respect, humility, and honesty in all interactions
• Speak up appropriately, even when expressing unpopular viewpoints
• Actively listen and remain open-minded to diverse perspectives

• Set clear goals and objectives to motivate self and others to achieve outcomes
• Seek new opportunities to improve processes and drive sustainable results
• Hold self and others accountable through consistent evaluation and monitoring

• Foster a collaborative environment that encourages knowledge sharing and growth
• Provide mentorship and support to help self and others reach full potential
• Recognize and leverage diverse strengths within self and team

• Understand and communicate a compelling vision that aligns with organizational goals
• Develop and execute comprehensive strategies to achieve long-term objectives
• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully

• Navigate complex situations by considering multiple perspectives
• Adapt quickly to changes and uncertainties in the work environment
• Make critical decisions using analytical skills, experience, and input from others

• Communicate and collaborate effectively with stakeholders across the organization
• Influence others through coaching, consulting, and team-minded thinking
• Develop and sustain partnerships that create positive outcomes for all stakeholders

• Understand and address the needs and concerns of the community
• Drive initiatives that create positive impacts beyond the organization
• Show self-awareness and manage emotions effectively in challenging situations
• Seek and respond constructively to feedback, even in the face of setbacks
• Balance empathy with accountability when leading self and working with others

• Demonstrates self-leadership, seeks out opportunities for personal growth and development, accepts feedback and demonstrates ability to learn and apply.
• Shares ideas and demonstrates respect, humility, honesty, and open-minded thinking.
• Demonstrates flexibility, acceptance of change, and emotional intelligence.
• Takes initiative and demonstrates the ability to think critically and strategically.
• Participates as a contribution member of the team and brings authentic self to discussions regarding all aspects of work.
• Demonstrates ability to build and maintain effective relationships.
• Contributes positively to an inclusive work environment.
• Conducts investigative interviews to obtain and enter financial and nonfinancial information that's necessary to determine eligibility for a program/programs of assistance.
• Interviews are typically by phone, but occasionally in- person.
• Evaluates information obtained through interviews or submitted electronically, including personal income, expense and tax information, to determine eligibility for income maintenance and Wisconsin Shares Child Care Assistance programs.
• Answers phones in a Call Center setting to provide case management services: answers questions, provides case status updates, processes reported changes, troubleshoots eligibility problems, responds to emergency needs, processes verifications, re-determines eligibility and benefit amounts, and makes referrals to other Department and community services.
• Enters information in computerized eligibility systems and other computer systems. Manually determines eligibility for specific programs that are not automated or when system is unavailable.
• Obtains and verifies third party information needed to determine eligibility. Explains available programs, client rights and responsibilities.
• Maintains accurate, well documented, electronic…