Economic Support Specialist

The Economic Support Specialist determines initial and ongoing eligibility for public assistance programs: Food Share, Child Care, Medical Assistance and Caretaker Supplement. This position interviews applicants, gathers and verifies information, explains program requirements, processes applications and case changes, and maintains accurate case records while ensuring compliance with program policies. The Economic Support Specialist provides exceptional customer service while helping individuals and families access resources that promote self-sufficiency. Function in a call center environment where employees are expected to handle calls, respond to customer inquiries, process applications, review cases, and determine eligibility for various assistance programs. Possess the capability to multitask, manage call center operations, process customer documentation, make independent decisions, and identify instances requiring additional support. These tasks are predominantly conducted within a web-based system during call center hours. Acquire and disseminate information about various assistance programs as well as community resources within the Income Maintenance Consortium. Deliver exceptional customer service to diverse socio-economic groups within the Income Maintenance Consortium (Racine and Kenosha), demonstrating an understanding of cultural and economic diversity. Engage in state-provided curriculum and classroom training to learn how to determine eligibility for Medical Assistance, Food Share, Child Care, Caretaker Supplement Program, and other benefits and services. Familiarize yourself with and utilize different state computer programs such as Cares Worker Web, Host on Demand, Forward Health, and others. Prepare notices for all programs as needed/required. Adhere to policy guidelines to determine referrals and exemptions for employment programs. Refer to Program and Integrity units those applicants or recipients who provide questionable information or are suspected of fraudulent activity. Stay informed on federal regulations, state, and county requirements for benefit economic services and employment programs. Learn, comprehend, and maintain the confidentiality of information obtained while administering programs. Assist in state and agency Quality Assurance reviews as requested/required. Complete state-required training as outlined in state contracts. Address customer concerns courteously and promptly. Possibly qualify for telework opportunities. Supervision Received Receives supervision from an Economic Support Supervisor Preferred experience in a call center setting. High school diploma or GED required. Two years of post-high school work experience in customer service or in a people-oriented environment. Two years of experience working with personal computers in a fast-paced environment. Valid Wisconsin driver's license preferred, as some trainings may be offsite. Prompt and regular attendance expected. Any equivalent combination of training and experience that provides the necessary knowledge, skills, and abilities. Bilingual or fluent in a second language is optional Knowledge or training using the Wisconsin CARES computer system or ability to obtain required knowledge within six (6) months of employment. Understanding of confidentiality laws and privacy requirements. Ability to follow computer security guidelines. Ability to learn and make independent decisions Knowledge of interviewing techniques and customer service principles. Ability to analyze financial information and make accurate eligibility determinations. Ability to communicate effectively both verbally and in writing. Strong organizational and time management skills Commitment to providing equitable, respectful, and culturally responsive customer service. Ability to resolve problems and make decisions using critical thinking. This description has been prepared to assist in properly evaluating various classes of responsibilities, skills, working conditions etc. present in the classification. It is intended to indicate the kind of tasks and characteristic levels of work difficulty that will be required of positions that will be given this title. It is not intended as a complete list of specific duties and responsibilities; nor is it intended to limit or in anyway modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind and level of difficulty.