Economic Support Specialist

Salary: $23.52 Hourly
Location : WI 53546, WI
Job Type: Full Time
Job Number: RC-0804419
Department: HSD-E Economic Support
Opening Date: 12/14/2023
Closing Date: 1/1/2024 5:00 PM Central
Position Summary and Job Duties
Perform case management and call center functions. Provide referral services for the Southern Consortium, which consists of seven counties. Maintain knowledge of ever changing Federal and State rules, policies and procedures for numerous Income maintenance programs that support essential needs. Such needs include healthcare, food, shelter, childcare, and long-term care services. Programs include Medicaid for the elderly blind and disabled (EBD); other subprograms of Medicaid; Badger Care Plus; Foodshare; Caretaker Supplement (CTS); Childcare authorizations and subsidies, and Emergency Assistance for non-citizens. Supports and promotes the mission, vision, and guiding principles of the Human Services Department. Performs in a manner consistent with the Human Services Department (HSD) Professional Standards and "Commitment to My Co-Workers".
50%Call Center Duties

• Answer calls for the Southern Consortium within the scope of the contract with the State of Wisconsin Department of Health Services.
• Follow policy and procedure as stated in the Southern Consortium Call Center Process Guide while maintaining a high standard of customer service.
• Perform call center functions including but not limited to answering questions, taking applications, reviewing cases, entering changes, scheduling appointments, and determining eligibility for various assistance programs.
• Ability to work with customers of diverse backgrounds using skills of cultural competency, diversity, and inclusive. Ability to use language line/interpreter services to receive/relay accurate information.
• Ability to understand and follow HIPAA and Income Maintenance confidentiality rules
• Use de-escalation and trauma informed care principles to effectively work with individuals who may be hostile, non-cooperative, or evasive both on the phone and in person
• Enter detailed and complete case comments timely after every client interaction.
• Use a One Touch philosophy for Southern Consortium calls, which means processing all action items attached to a case at time of the call. Examples of action items include but are not limited to renewals, six-month report forms, alerts, discrepancies, applications, and documents.
• Navigate Genesys, the internet-based system used to receive/make calls to/from customers. Ability to collect telephonic signatures and transfer calls.

45% Determine eligibility and provide ongoing case management.

• Provide case management to participants of Economic Support in person, on the phone, walk in requests and through the ACCESS website.
• Process applications, renewals and change reports, within established timelines and following the policies, regulations and processes set by County, Consortium, State and Federal regulations. This includes determining initial and ongoing eligibility.
• Explain agency services and benefit delivery. Have knowledge of client's rights and responsibilities while aiding in the application process.
• Determine eligibility through interviews, reviewing documents and collateral investigations; enter information into a computerized eligibility system.
• Maintain accurate, well documented case files. Effectively utilize case management tools.
• Complete annual training requirements mandated by the state including but not limited to 12 hours of professional development, cultural competency, civil rights, Social Security Training, and HIPAA.
• Resolve all case discrepancies using various means available. This includes contact with other agencies, investigations, and cross matches/data base searches.
• Prepare fraud and program integrity referral. Prepare for/participate in/testify at fair hearings and court proceedings.
• Investigate complaints and fraud allegations received from the Office of Inspector General (OIG), outside agencies and the public. Use the Benefit Recovery Investigation Tracking System (BRITS) to make proper referrals for fraud investigation
• Assist clients with understanding able bodied adults without dependents (ABAWD) status and the reason for Foodshare Employment and Training (FSET) referrals. This includes monitoring time clocks and determining exemptions.
• Accurately code paperwork for scanning into the electronic case file (ECF).
• Review and process applications and changes received from the Federally Facilitated Marketplace (FFM) under the Affordable Care Act (ACA). Understand and explain to customers the referral process between the State of Wisconsin and the FFM.
• Successfully navigate CWW (Cares Worker Web), KIDS, BRITS, CARES Mainframe, Forward Health Portal, DHS Website, SAVE, ECF, Genesys, CCAP, Kelley Blue Book, NADA, DMV, GIS Tax Database, Jail Roster, Department of Correction website, Cornerstone Training, and ACCESS
• Independently seek out policy changes, Operations Memorandums and CWW process changes for Income Maintenance Programs. Ability to apply critical thinking to follow policy and process in various forms.
• Maintain high level of accuracy to meet state and federal performance standards
• Respond timely to emails and voicemails from customers, co-workers, and community partner agencies regarding public assistance cases and eligibility.
• Prepare statement of case action to the Department of Hearings and Appeals as the result of the filing of a Fair Hearing by a client, prepare exhibit list/exhibit packet for petitioner and ALJ.
• Represent agency at fair hearings which includes defending agency action being appealed and answering both the petitioner and ALJ's questions.
• Respond to Income Maintenance Quality Assurance, FoodShare Quality Control, and Internal Quality Assurance reviews when needed.
• Complete motivational and interactive interviews to gather complete, detailed information needed to determine benefit eligibility
• Be knowledgeable of public assistance eligibility requirements and educate customers on program options and budgets
• Understand and explain the difference between Medicaid and Medicare benefits.
• Assess individual and family needs to make appropriate referrals to other units within HSD as well as outside agencies. Maintain effective relationships with partner agencies such as Crisis and the Aging Disability Resource Center (ADRC).

5% Other duties as assigned.

• Participate in Human Services Department work groups such as Difficult Conversations, Diversity and Inclusion, and Trauma informed Care.

Success Factors (KSA's)

• Knowledge of social and economic conditions in the community.
• Knowledge and ability to work effectively cross-culturally.
• Knowledge of the role of social service agencies in the community.
• Knowledge of community resources available to recipients and applicants.
• Knowledge of program eligibility factors and standards of agency programs and procedures of needs determination.
• Ability to read complex manuals and handbooks and follow the orderly directions they provide.
• Ability to work with strict time deadlines.
• Ability to maintain confidentiality and objectivity.
• Ability to gather and report factual information.
• Ability to work independently and exercise judgment.
• Ability to effectively communicate, both orally and in writing.
• Ability to establish and maintain effective working relationships.
• Ability to maintain accurate and complete records and reports.
• Ability to understand, follow and effectively carry out instructions.
• Ability to handle high volume of phone calls.
• Ability to work with constantly changing policies.
• Ability to deal effectively with persons who may be hostile, non-cooperative or evasive.
• Ability to type 40 words per minute.
• Ability to demonstrate effective customer service skills.

Job Requirements, Education, Training & Experience

• Two years of education from an accredited college or university with major coursework in social sciences or related fields or two years experience providing case management and/or eligibility determination of clients or equivalent combination of training and experience. Must have experience with electronic data processing equipment and use of current computer.

Essential Job Functions (physical elements, equipment and working conditions)

• Ability to sit, walk, or stand for long periods of time.Ability to exert up to 10 pounds of force occasionally or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects.
• Ability to use a computer and computer keyboard.
• Ability to use copy and fax machine as well as telephone and scanner.
• Work is indoor in a public office building.
• Potential exposure to customers that may escalate verbally and/or physically.

Rock County Employee
Facts and Benefits Highlights

• Rock County historic and cultural attractions:Rock County is in south Central Wisconsin along the Illinois border. The County has a population of 161,188 making it the ninth largest County in Wisconsin. Janesville, Wisconsin (pop. 64,009) is the county seat. Janesville is located on the I39/90 corridor, forty miles south of Madison, seventy-six miles west of Milwaukee and about two hours from Chicago.

Rock County's many historic and cultural attractions include the City of Evansville historic district, Beloit College (an acclaimed liberal arts institution located in the City of Beloit) and the City of Janesville's Rotary Botanical Gardens and Tallman House (an exceptional example of Italian villa style architecture from the mid 1850's).
The Cities of Janesville and Beloit have a combined symphony orchestra, as well as individual performing arts centers. The Rock County Fair and Riverfest are regional cultural celebrations held every summer in the Cities of Janesville and Beloit respectively. These Cities both have extensive park and open space networks, including portions of the Ice Age National Scenic Trail, a Statewide trail commemorating the State's geologic history. Additionally, the Rock River runs through these Cities, offering many recreational opportunities.

• Salary:

Employees are paid every two weeks on Friday (26 checks in a year). Paychecks are directly deposited in the employee's bank account. There is a two-week delay between the pay period worked and the payday. New employees generally wait four weeks before they receive their first check, which is a live paper check. Direct deposit is a requirement of employment.

• Holidays (Ordinance 18.501):

The following holidays are observed by the County and shall be granted to regular employees with pay and to temporary employees without pay, unless such employees are required to be on scheduled work:
(a) New Year's Day
(b) Martin Luther King Jr. Day
(c) Spring Holiday to be observed the Friday immediately preceding Easter
(d) Memorial Day
(f) July 4th
(g) Labor Day
(h) Thanksgiving Day
(i) Friday following Thanksgiving
(j) Day before Christmas
(k) Christmas Day
(l) One Floating Holiday
(m) Any additional holiday granted by the County Board.
(n) The County Administrator may designate additional holidays in unusual circumstances with the approval of the County Board Chair and/or Vice Chair.
For employees working the standard work schedule, when a holiday falls on Saturday, it shall be observed on the preceding Friday. When a holiday falls on a Sunday, the following Monday shall be observed.
For employees not working the standard work schedule see the HR Policies and Procedures.

• Vacation (Policy & Procedure Manual 5.47):

Employees (.4 FTE or greater) hired on or after April 10, 2023, shall earn vacation according to the following schedule:

• Health Insurance including our Wellness component:

Rock County offers a dual choice point of service plan. Employees will have a choice to elect coverage with either Dean Health Care or Mercy Health Care. Employees can enroll within the first 30 days of employment, after that there is an annual open enrollment period in the fall. In the case of a qualifying event (birth, marriage, FTE increase, loss of coverage, etc.), the employee will also have 30 days to enroll or make changes. No exceptions will be made. The County will pay 90% of the premium for health insurance and the Employee may earn the remaining 10% of the premium, based on the terms of participation of the Healthy Employee Incentive Program.

• Sick Leave (Policy 5.39):

Sick leave pay shall commence on the first day of any period of illness due to accident, injury, or disease.
All full-time employees shall earn one sick leave day per month of continuous employment. All part-time employees whose regular workweek is sixteen hours or more shall earn one sick leave day on a prorated basis directly in relation to the normal full time employment period. All part-time employees, who work less than sixteen hours per week, shall not earn sick leave. Temporary and seasonal employees are not eligible for sick leave. Sick leave shall accrue to a maximum of one hundred thirty days.

• Dental Plan:

The County offers a dental plan through Delta Dental and will pay 60% of the applicable
premium for the lowest cost plan. Employees can enroll within the first 30 days of
employment, after that there is an annual open enrollment period in the fall. In the case of a qualifying event (birth, marriage, FTE increase, loss of coverage, etc.), the employee will also have 30 days to enroll or make changes. No exceptions will be made. Newly enrolled employees will likely see a double deduction on their first paycheck; premiums are paid one month in advance.

• Vision Plan:

The County offers a vision plan which employees can enroll in at their own cost. Employees
can enroll within the first 30 days of employment, after that ...