Family Services Representative III

Position Information

Under supervision, performs a variety of intake and ongoing case management tasks, utilizes automated system to conduct in-depth and analytical interactive interviewing and fact finding to authorize benefits for all public assistance programs, identifies and refers clients in need of health, social and/or employment services to other staff members or community resources, leads training activities, and performs other related duties, as assigned.

The Family Service Representative III is the advanced journey level classification. Incumbents in this class spend a substantial part of time on the more difficult, sensitive and specialized functions requiring an advanced level of knowledge in public assistance intake, case management and related activities, departmental procedures, and County's automated system. They also have high client contact and make independent decisions on a majority of issues regarding eligibility and benefits.

This position may serve in a lead capacity.

• Performs interactive interviews in person or by telephone to elicit eligibility.
• Communicates effectively both orally and in writing with the clients and others while maintaining confidentiality.
• Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services.
• Authorizes benefits and notices of action. Generates appointment letters and other required documentation and correspondence.
• Monitors on‑going eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions.
• Evaluates complaints of discrimination filed by clients, reviews requests for Fair Hearings, reviews case records and related documents for issues under appeal.
• May be assigned to any public assistance team serving as a lead worker. A lead worker functions as a technical expert or subject‑matter expert.
• Prepares detailed position papers providing present and/or past pertinent regulations, court decisions, and County policies and precedents.
• Develops training material for the eligibility services and coordinates/conducts training sessions on program regulations and procedures.
• Troubleshoots task and/or case issues to determine appropriate resolution of problems, involving the Help Desk as needed; may participate in system testing and design.
• Organizes and prioritizes caseload/workload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.
• Responds to questions and complaints of clients in person, by telephone, mail and/or email communication.
• Participates in special projects, studies, work assignments, meetings, conferences and committees.

• Public social service programs goals and purpose and resources available to clients.
• Laws, rules and regulations necessary for public assistance and case management for all programs.
• Inter‑relatedness of each public assistance program and its effect on the client.
• Situations requiring referral to employment, health or social service staff or community resources.
• In-depth and analytical interviewing and fact‑finding techniques.
• Available resources used to verify and obtain financial and social information.
• Basic record‑keeping practices and procedures and business mathematical concepts.
• Automated system used within California's County social services departments.
• General functions of the Agency and how to integrate those activities to best serve the clients.
• Computers and software programs (e.g. Microsoft software applications) to conduct research, assess information and/or prepare documentation for project and task coordination.

• Conduct in‑depth interviewing and fact‑finding procedures utilizing an automated system.
• Lead, direct and train other eligibility staff.
• Evaluate and make appropriate recommendations for corrections on selected cases.
• Determine appropriate course of action in emergency situations.
• Use organizational skills to handle high client contact effectively.
• Interview effectively in difficult or emotional circumstances.
• Operate a…