Job Location : Ocala,FL, USA
The primary function of an Economic Self Sufficiency Specialist II (ESSII) is determining eligibility for public assistance programs which includes but is not limited to reviewing cases during the various processes in the service delivery model, performing case reviews for unit employees and giving feedback to strengthen accuracy rates, and providing training or mentoring for staff. The work performed includes processing of a broad range of paperwork and entering information into a computer-based eligibility system with very time sensitive Federal, State, Agency, and Legal deadlines.
Performs quality management system reviews as assigned. Reviews case reading errors with the Eligibility Self Sufficiency Specialist I; ensures corrections are completed accurately and timely. Reviews and analyzes data from quality control and all monitoring sources and provides training in the areas in which problems are identified. Conducts mentoring sessions with staff to support performance improvement. Assists the supervisor in handling and resolving internal and external customer inquiries and complaints; follows established office procedures which may include updating and maintaining tracking mechanisms. Determine eligibility for special or error prone or complex cases. Follows established intake and processing procedures to determine initial and continued eligibility for public assistance benefits within designated time frames as required by Federal and State laws, and Department policy and procedures. Conducts interviews to ensure required information has been obtained on the applicant/recipient, and their household members for all public assistance programs. Reviews existing information when available, initiates telephone contacts when necessary to validate information or respond to customer inquiries. Requests all additional information/verification required to establish or continue eligibility for public assistance programs. Identifies cases of possible fraud and/or overpayment; makes appropriate referrals to fraud and overpayment departments. Ensures electronic case records are documented thoroughly and properly as required by Departmental procedures. Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews. Answers general telephone inquiries and exchanges information with other agencies and Department staff. Assists customers with referrals to other agencies and community resources. Assists customers and providers with questions or concerns pertaining to eligibility.
Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
Performs special work assignments and other related work/duties as required or assigned.
Knowledge of public assistance program objectives and policies; problem-solving techniques; training principles and practices; goal setting techniques; arithmetic. Skill in operating a personal computer. Ability to conduct fact-finding interviews; accurately prepare and maintain records and reports; work with a diverse range of people; adapt to change; deal calmly and effectively in high stress situations; compose documents or correspondence involving technical information; complex arithmetic operations; interpret and apply regulatory materials; prioritize and meet deadlines; establish and maintain effective working relationships; communicate effectively orally; apply ethical business practices.