County of Alameda

DESCRIPTION

Under general supervision to provide specialized clerical support services for various benefit, advocacy, and eligibility processes within the Social Services.

DISTINGUISHING FEATURES

The positions are located exclusively in the Social Services Agency, and perform specialized support functions requiring extensive program knowledge and/or the ability, on an ongoing basis, to elicit information from and convey information to clientele in stressful situations. Incumbents of positions may be assigned as waiting room receptionists, MEDS/FAIR systems operators, SSI Advocacy Program or other specialized clerical support areas. All Eligibility Support Clerks are required to maintain a professional and courteous manner and to work effectively and accurately under pressures of volume and deadlines, with minimal supervision, and in highly stressful environments.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Input Medi-Cal eligibility data on the State-directed computer system (MEDS Network & Case Data Base) for individuals known to the Social Services Agency.
2. Review, verify and process MEDS Network request forms submitted by authorized staff.
3. Activate and/or modify the history of Medi-Cal/Food Stamps eligibles to create a statewide index on the MEDS network; enter benefits information into system to create a Food Stamps history.
4. Create and issue immediate need Medi-Cal cards and/or Electronic Benefit Transfer (EBT) labels for state eligible recipients, including those receiving Social Security benefits.
5. Research systems to ensure clients are not receiving aid in other county(ies); process routine inquiries on case histories, as requested; confirm all entries on the MEDS Network; and alert investigative staff regarding possible fraudulent situations.
6. Produce replacement of permanent, Electronic Benefit Transfer cards.
7. Maintain logs on all negotiable documents produced/issued and see that the system equipment is operating properly; report problems as appropriate.
8. Review case records of GA clients who have been prescreened by Social Workers as potentially eligible for SSI benefits, and assess eligibility through verification of financial, medical, and personal data; utilize pre-established SSI guidelines and/or seek interpretation of regulations, codes, and procedures from supervisor, Social Workers, and regulating agencies.
9. Identify services needed by potential SSI-eligibles; inform eligibles of the application process and assist them in initiating and completing same.
10. Enter, update, and monitor the financial, medical, and personal data of SSI applicants through use of internal and external database systems/programs; keep applicable staff apprised of SSI application status; e.g., notify the Social Security Administration of need to reimburse GA funds to County and advise GA staff to discontinue GA benefit payments once SSI applicant is approved for SSI benefits; monitor reimbursement/discontinuance processes to ensure they occur timely; follow-up as necessary to expedite reimbursement and/or correct reimbursement errors.
11. Provide liaison services between clientele, client relatives, Social Security Administration, General Assistance staff, Social Workers, and other relevant parties.
12. Review SSI-denied cases for missing or incorrect data and update as necessary; refer corrected cases to Social Worker for “reconsideration” and/or appeal determination.
13. Draft correspondence and various need/notice of action letters related to the SSI application process.
14. Solicit required information from clients, many of whom display mental confusion and/or deficiency, hostility, violence, or extreme passivity.
15 Conduct group orientation, recertification, and renewal meetings; advise clientele of benefits/programs available, based on individual situations, explain eligibility requirements, and provide necessary instructions; assist with completion of required forms; clear clientele information through various data systems to determine public assistance/services history; process client fingerprinting and required follow-up.
16. Pre screen applicants for mandated immediate need/expedited service programs; pre screen and verify alien status of refugee and political asylum applicants; appropriately refer clients who have emergency situations; e.g., homeless, child care, child/spousal abuse, low cost housing, etc.; complete food referrals for eligible clients.
17. Establish current date as date of application for those clients who, due to volume/limited time frames, cannot be seen on same day; maintain suspense file of said applications and follow up with application or quick denial process as appropriate.
18. After ensuring client identification requirements are met, disburse negotiable items and/or emergency benefits for which worker has arranged client pick up.
19. Complete entries and maintain records of specific contacts, various logs; prepare required statistical reports.
20. Receive and respond to incoming telephone calls from clients, applicants, other agencies and the general public, conduct monthly court ordered telephone calls to clients who have not submitted required documents and/or reports and advise of possible discontinuance action.
21. Process on-line changes of address, case transfers out of County, and case dictation of client contacts; maintain case folders and case document filing; scan and index.
22. Participate in on the job training of newly hired co workers; serve on a rotating basis in a "lead" capacity.

MINIMUM QUALIFICATIONS

Either I

The equivalent of one year of full time experience in the class of Specialist Clerk I or an equivalent or higher level clerical class in the Alameda County service. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)

Or II

The equivalent of two years of full time clerical experience, one year of which must have included public contact.
Or III

The equivalent of one year of full time experience as an Eligibility Technician, or an equivalent or higher level classification in the same series, in a federal, state, county or city Social Services Agency.

NOTE: The Civil Service Commission may modify the Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

• Basic math and spelling.
• Alpha and numeric filing systems.
• Techniques and practices for dealing with individuals from various socio-economic and ethnic groups, in person, via telephone, and through correspondence (including contacts with irate and hostile individuals).
• Modern office practices and procedures and standard office equipment operations.

Ability to:

• Communicate orally and in writing.
• Write and/or print legibly.
• Understand and follow complex oral and written directions and procedures.
• Establish and maintain cooperative relationships with clients, the general public, and co workers.
• Interview to facilitate solicitation of required information.
• Evaluate individual situations and make appropriate decisions.


KNOWLEDGE AND ABILITIES

Ability to:

• Demonstrate interpersonal sensitivity.
• Plan, organize and coordinate work independently.
• Learn and utilize a variety of internal and external data systems.
• Acquire a variety of computer skills within a reasonable timeframe.
• Learn and apply relevant sections of legal codes, regulations and procedures.

CLASS SPEC HISTORY

JH:pb
l/19/89
1107h
DF:jc Rev. 12/98
CSC Date: 1/6/1999
Updated: jc
7/28/00
RE:po Revised 12/14/05 Clerical Study
CSC Date 5/24/2006

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees) 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Group Auto/Home Insurance
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.