Programs Specialist II

The City of Richmond Department of Social Services is seeking a highly qualified candidate with strong customer service skills, effective time management abilities, exceptional computer skills and prior benefits experience to fill the Benefit Programs Specialist II position. The ideal candidates will have strong analytical skills which will assist with the interpretation of policy and procedures, expertise in implementation, and excellent organizational and interpersonal skills.

• Interviewing applicants and recipients for public assistance programs to accurately assess the total family situation based upon Federal, State, and local guidelines;
• Evaluating applicant eligibility utilizing policy manuals, procedures, and guidelines;
• Interpreting and implementing Federal/State benefit programs regulations/guidelines;
• Processing benefits applications;
• Managing caseloads for applicants/recipients of federal/state/locally funded programs;
• Compiling data and maintaining statistical reports related to caseload standings in order to meet compliance with policies/procedures;
• Collecting and verifying data to calculate benefit payment amounts;
• Handling changes in client status by updating information on systems and adjusting benefits;
• Referring customers to other resources/services within the City and outside agencies;
• Educating customers on their rights and responsibilities;
• Verifying information through correspondence, telephone and in-person interviews;
• Preparing case narratives/documentation;
• Performing other related duties as required.

Considerable knowledge in Benefits programs and policies including federal, state, and local regulations related to determining eligibility;
Programs including policies and procedures (e.g. Medicaid, Auxiliary Grants), relevant theories/behavior models (e.g. Family Systems), and trends and behaviors (e.g. impact of poverty, homelessness) that impact the delivery of human services;
Community resources and support; and case management techniques, principles, and practices to evaluate and coordinate the delivery of public assistance to customers;

Demonstrated skills in Microsoft Office Suite; social perceptiveness; conflict resolution; record keeping; basic mathematical computation;
Reading comprehension; effective oral and written communication and customer service.

Demonstrated ability to interpret and apply policy, keeping up to date with policy changes and guidance; communicate information and ideas so others understand; listen and understand information and ideas; apply general rules to specific problems to produce answers that make sense; show sensitivity and empathy; and manage time effectively.

• Associates degree (A.S., A.A.) in Human Services, Social Work, Business Administration or related field;
• One year of demonstrated experience preferably in a human services environment involving administration of benefit programs and benefit eligibility determination;
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

• None required

• Bilingual experience is preferred.
• Three or more years of experience processing benefit programs (e.g. SNAP, Medicaid, TANF, ABD, LTC) in a social services environment.