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Economic Support Specialist
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Economic Support Specialist

Department:Social Services
Reports to:Economic Support Supervisor
Grade/Wage:Starting at $21.00/hour
FLSA Status/Hours:Non-exempt, 40 hours/week

Summary



This position determines eligibility for all Economic Support programs including Medicaid, BadgerCare, Food Share, CareTaker Supplement, and Child Care assistance. The specialist interviews customers, collects data, computes budgets, and inputs information into statewide computer processing systems while working in an office and call center environment.

Essential Duties and Responsibilities



To perform this job successfully, an individual must be able to perform each essential function satisfactorily and in a timely manner. The following duties are normal for this position:
  • Meet with potential applicants to assess current situations, gather information, and explain program requirements.
  • Process determinations and re-determinations of eligibility and other tasks necessary for effective program administration.
  • Conduct interactive interviews on Economic Support (CARES) and CARES Worker Web (CWW) computer systems.
  • Resolve discrepancies in State produced cross-matches from agencies such as the IRS, Social Security, and DILHR.
  • Evaluate and refer appropriate cases for front-end verification and/or fraud investigation.
  • Prepare and represent the agency at fair hearings or court proceedings.
  • Work within a four-county consortium Call / Change Center to provide quality customer service and coordinate services.
  • Ensure that client confidentiality is maintained at all times.


 

Qualifications



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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

  • Minimum: High School diploma and one year of secretarial or professional administrative experience in a governmental/public sector environment, plus one year of experience working with the public.
  • Preferred: Associate Degree in human services, accounting, or a related field; call center experience; and three years of experience working with the public.
  • A valid Wisconsin driver’s license and the ability to drive a vehicle are required.
  • Must complete DWD training and certification standards for Economic Support, which may require out-of-area travel.


 

Knowledge, Skills, and Abilities

  • Knowledge of Economic Support Programs, WHEAP, and available community resources.
  • Ability to work accurately and efficiently under pressure from clients and meet strict deadlines.
  • Ability to maintain empathy, patience, and compassion while handling difficult situations with frustrated customers.
  • Ability to use mathematics accurately and maintain precise records.
  • Ability to read, interpret, and absorb complex manual material and make decisions in accordance with laws and policies.
  • Ability to establish and maintain effective working relationships with staff, customers, and other agencies.


 

Technological Skills



This role requires a working knowledge of Windows and the Microsoft Office Suite. The individual must be able to utilize a variety of local, state, and federal computer systems, as well as scanners and validation software.

 

Physical Demands



The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Over 75% of the time is spent sitting, hearing, and using near vision activities. Approximately 15% of the time involves keyboarding and low-level lifting. In non-routine situations, the position may require reaching or lifting 20-40 pounds.

 

Work Environment



The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Over 75% of the time is spent indoors. In some instances, the position may be at risk of verbal or physical attack from clients. Unusual circumstances may include temperature changes, noxious odors, or poor ventilation.
Equal Opportunity Employer