To perform the more difficult, complex, and/or confidential functions related to determining eligibility for, or continuation of, designated and specialized client services programs and their respective benefits; to exercise technical and functional supervision over other staff members as assigned; and to function as an integral and supportive member of assigned departmental and multi-disciplinary team(s).
This is the advanced journey level class in the Eligibility Specialist series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed, complexity of duties assigned, independence of action taken, as well as by the nature of the public contact required. Employees in this job class perform the most difficult and responsible types of duties assigned to classes within this series. Employees at this level are required to be fully trained in all procedures related to assigned program area(s) as well as cross trained in other client services programs.
SUPERVISION RECEIVED AND EXERCISED
Receives direction from supervisory or management staff.
May exercise technical and functional supervision over other employees as assigned.
EXAMPLES OF ESSENTIAL DUTIES
Duties may include, but are not limited to, the following:
Train and lead subordinate staff in eligibility determination and case management support processes.
Perform eligibility determination and ongoing case maintenance generally involving the more specialized, complicated, and/or confidential situations.
Review, evaluate and investigate selected cases and determine accuracy and completeness of all statements of fact provided by applicants or participants during initial and continuing eligibility determinations.
Contact and interview applicants, participants, individuals and representatives of business or government organizations to verify facts and/or resolve discrepancies pertinent to the correct determination of eligibility.
Perform specialized functions and tasks in support of assigned program(s), such as processing overpayments and vouchers, issuing checks, and making referrals to fraud investigations as necessary.
Provide technical and/or specialized expertise to other clerical/technical staff; interpret regulations and revisions, court orders and policies to staff, clients and the general public.
Review requests for Fair Hearings, including interviewing program staff and client(s), clarifying Department action and evaluating all data to determine compliance with or exception to regulations and policies; when appropriate, attempt to resolve cases without a hearing; and represent the Department in Fair Hearings as scheduled.
Act as resource regarding assigned client services program; its criteria, regulations, guidelines, client records and administrative procedures.
Maintain appropriate and accurate case records and files, including data entry into automated record system; prepare and maintain other documents, materials and correspondence associated with eligibility process.
Troubleshoot and resolve system issues and inconsistencies in information as it relates to the various automated systems used for generating eligibility determinations.
Assist with developing, updating, and providing training materials to less experienced staff.
Build and maintain positive working relationships with co-workers, other County employees and the public utilizing principles of effective customer service.
Perform related duties as required.
Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Experience: Two years of responsible, journey level eligibility determination experience performing duties similar to an Eligibility Specialist II with Placer County.
Training: Equivalent to the completion of the twelfth grade. Completion of the equivalent of 30 semester units in social services, sociology, social work, psychology, behavioral science, business or public administration, or a related field from an accredited college or university is highly desirable.
License or Certificate:
May need to possess a valid driver's license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required.
KNOWLEDGE, SKILLS, AND ABILITIES
A variety of client services programs' rules and regulations including specialized expertise in one or more categorical program areas.
County policies and procedures, especially as related to eligibility criteria for client services.
Principles and practices of assigned program eligibility validation, including resources used to verify and obtain financial and social information.
Automated information systems utilized within California county social services departments.
In-depth interviewing and fact-finding techniques and record keeping practices.
Community resources available to applicants and clients.
Objectives and goals of various client services programs.
Human behavior and cultural and socio-economic diversity.
Modern office procedures, methods and computer hardware and software applications.
English usage, spelling, grammar and punctuation.
Basic mathematical calculations.
On a continuous basis, know and understand all aspects of the job; intermittently analyze work papers; identify and interpret technical and numerical information; explain program regulations and procedures to clients and the general public.
On a continuous basis, sit at a desk for long periods of time; intermittently walk, stand, bend, climb, squat, twist and reach while retrieving or returning files or making field visits. Intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone and write or use a keyboard to communicate through written means; see with correctable acuity sufficient to read characters on computer screen; hear and speak with correctable acuity sufficient to communicate with clients; and lift light weight.
Train, assess, review and evaluate the work of subordinate staff.
Understand and apply complex laws and regulations in an independent manner, and interpret and explain complex regulations and procedures to less knowledgeable individuals.
Interpret financial and personal information to make an accurate determination of eligibility.
Effectively interview a wide variety of individuals from diverse cultural and socio-economic backgrounds and who may be physically, emotionally, or mentally impaired or distressed.
Work with various cultural and ethnic groups in a tactful and effective manner.
Plan and organize caseload to ensure work is completed in accordance with regulations relating to eligibility and timelines.
Obtain information through interview; work fairly and courteously with the public; handle multiple case assignments; and work effectively with interruption.
Recognize differences in human behavior resulting from cultural, financial and other forms of deprivation found in client populations.
Analyze situations quickly and objectively and determine proper course of action.
Use a computer and required software applications.
Use modern office equipment, such as a calculator, telephone, facsimile machine and photocopy machine.
Type at a speed necessary for successful job performance.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the performance of required duties.