STARTING PAY: $24.42/hour

Position Summary:

• The basic purpose of this job is to determine eligibility for public assistance programs for; families, childless adults, elderly, blind, and disabled population in a five county consortium within State performance standards of 95% timeliness of processing and 95% accuracy of benefit issuance. In this capacity, the incumbent provides information and referral that result in new applications for assistance. The incumbent interviews and gathers pertinent information and verification, processes applications, provides notices regarding eligibility, and determines eligibility per state and federal policy and law. The incumbent will be expected to take assignment for covering shifts within the Consortia Change Call Center. They will answer phone call inquiries from within our five county Moraine Lakes Consortium from customers, POA’s, guardians, and partner agencies regarding case detailed information and benefits.

Description of the Job:

• 45%* While in the Consortia Change Call Center; Interview and assess clients for various programs of public assistance. Gather information from clients in person, over the phone or in person; explain program policy, rights, and responsibilities and evaluate program integrity. Explain programs and clients’ rights and responsibilities. Respond to client questions and concerns. Respond to incoming requests for services not provided by the ES Unit by referring customers to other resources, including county agencies, other public and private social services agencies and charities, housing programs, health care providers, legal services, state agencies, etc.
• 40%* Determine initial and continuing eligibility for assistance. Apply program rules, obtain verification, make collateral contacts, meet program deadlines, provide client notification, perform CARES functions, maintain case files and perform all other case management functions as well as performing other duties as assigned
• 5%* Query and monitor state databases for; intake, renewals, changes, documents, fair hearings and system alerts.
• 5%* Respond to incoming requests for services not provided by the ES Unit by referring customers to other resources, including county agencies, other public and private social services agencies and charities, housing programs, health care providers, legal services, state agencies, etc.
• 5%* Research program policies and procedures online as well as printed reference materials. Consult with Manager, peer mentor or lead worker as necessary. Participate in case staffing and unit meetings. Attend state sponsored and required training as necessary to stay current with program rules and to maintain certification under the Administrative Rule of DHS. Participate in statewide meeting as assigned and scheduled.

Supervision Received:

• The Manager oversees caseload management, daily, weekly, and monthly timeliness and benefit accuracy of Income Maintenance programs. The work must conform to established State and Federal Law, policies, procedures, and state performance standards of 95%. The incumbent works independently within those parameters. The state and Federal government reviews a random sample of the agency’s work.

Supervision Exercised:

• The incumbent will daily outline methods or direct work in process of Economic Support from within Moraine Lakes five County Consortium. Provide initial client screening, scheduling for the Economic Support Unit, and determine eligibility for Income Maintenance Programs within State performance standards of 95% timeliness of processing and accuracy of benefit issuance.

Job Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Education:

• A minimum of 1-2 years of post-secondary education in related areas such as finance, human services and/or law and bi-lingual is highly desired.
• Upon hiring, the candidate must successfully attend and complete states sponsored training and comply with the requirements of Wis. Admin. Code DHS § 254.03. Must maintain competencies in all areas of income maintenance programs and job duties.

Experience:

• A minimum of 1-2 years of a position with a high volume of public contact, Call Center experience, multiple job duties, time pressures, and where the required skills and abilities have been successfully demonstrated.

Knowledge, Skills, and Abilities:

• Good oral and written communication skills; excellent reading and oral comprehension skills; multi-tasking ability; good math skills; excellent reasoning and critical thinking ability; and keyboarding skills are required. Knowledge of community resources and services; knowledge of various types of real and personal property; excellent customer service skills; knowledge of care issues and costs associated with medical and nursing home care; case management skills; Internet, email and Microsoft Office, excel, and database skills are highly desired.

Work Environment:

• Frequent interruptions, public demand, high workload volume and time pressures are typical in the work environment for this position. Additionally, unpleasant social situations are typical in this environment.

Ozaukee County offers a generous benefits package including: health, dental, life, & vision insurance; free employee health clinic & Teladoc; paid holidays, vacation, & sick time; state of Wisconsin WRS defined benefit pension program; bonus opportunities; employee fitness room; wellness program & wellness reimbursement; tuition reimbursement & continuing education opportunities; and more! Please note some that benefits offered are dependent on full-time/part-time status.
Ozaukee County prohibits discrimination and harassment of any type against applicants and employees on the basis of race, color, religion, sex, national origin, age, handicap, disability, genetics, veteran status or military service, marital status or sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state or local laws. Ozaukee County also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans With Disabilities Act and applicable state and local laws.

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Job Type: Full-time

Pay: $22.47 per hour

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