Eligibility Services Specialist

Introduction

Are you a current Department of Social Services employee with six (6) years of experience in the determination of client eligibility for public assistance with one (1) year at the level of an Eligibility Services Worker? If so, we encourage you to consider the Fair Hearings Supervisor position below!

The State of Connecticut, Department of Social Services (DSS) - is accepting applications for one (1) full-time Eligibility Services Specialist located in New Haven, CT.

The Eligibility Contact Center (Tier
1) will be the first point of contact for our clients. We are a professional, fast-paced team answering a high-volume of calls related to a variety of questions such as general information, program status, status of submitted documents via phone. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources either within DSS or to external teams.

We are seeking a collaborative, customer-focused professional to join our team as an Eligibility Services Specialist. In this dynamic role, you will play a key part in supporting frontline staff who help Connecticut residents access essential benefits and services. As a leader and mentor within a fast-paced contact center environment, you will assist with onboarding and training new staff, provide coaching and guidance on complex client interactions, and help ensure exceptional customer service through quality assurance and performance monitoring.

The ideal candidate is an effective communicator who thrives in a team-oriented setting and is passionate about developing others. Working closely with agents, supervisors, and management, you will foster a positive and productive workplace, assist with resolving challenging eligibility cases, monitor key service level metrics, and contribute to continuous improvement efforts. If you enjoy mentoring others, solving problems, and making a meaningful impact on the delivery of public services, we encourage you to apply and become part of a team dedicated to serving Connecticut's residents with professionalism, compassion, and excellence.

• Full-time | Hybrid
• Monday
  - Friday | 8:00 am - 4:30 pm OR Monday
  - Friday | 8:30 am - 5:00 pm

• View our State Employee Benefits Overview page!
• Professional growth and paid professional development opportunities.
• A healthy work-life balance to all employees!
• The State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service.  for more information.

The State of Connecticut, Department of Social Services (DSS) delivers and funds a wide range of programs and services as Connecticut’s multi-faceted health and human services agency. DSS services about 1 million residents of all ages in all 169 Connecticut cities and towns. We support the basic needs of children, families, older and other adults, including persons with disabilities. Services are delivered through 12 field offices, central administration, online and phone access options.

Follow us on twitter @ctdss and see what we are all about!

In order to be considered for this job opening you must be a current State of CT employee of the agency listed on the job opening for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application.

In the Departments of Children and Families and Social Services this class is accountable for acting as a working supervisor and policy specialist in the provision of eligibility services to clients of the department's various assistance programs and may provide a broad range of client services and economic support aimed at maintaining or achieving a client's full potential for self-direction, self reliance and independent living.

• Plans unit workflow and determines priorities;
• Schedules, assigns, oversees and reviews work;
• Es…