Develops, plans, implements, monitors, assesses and coordinates eligibility determination activities. Validates eligibility of persons applying to receive assistance from government programs and agency resources.
Employees in this class typically supervise Eligibility Specialists.
Provides quality improvement oversight to ensure Eligibility Specialists are accurately determining eligibility according to policies and procedures. Monitors workloads and processes to ensure maximum efficiency and minimize customer service complaints. Prepares and provides productivity reports for management. Interprets and explains information such as eligibility requirements, application details, payment methods and applicants’ legal rights. Interviews benefit recipients at specified intervals to certify their eligibility for continuing benefits. Keeps records of assigned cases and prepares required reports. Compiles, records and evaluates personal and financial data to verify completeness and accuracy to determine eligibility status. Answers applicants’ questions about benefits and claim procedures. Interviews and investigates applicants for public assistance to gather information pertinent to their applications. Initiates procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance. Checks with employers or other references to verify answers and obtain further information. Computes and authorizes amounts of assistance for programs, such as grants, monetary payments, and supplemental nutrition assistance. Schedules benefit claimants for adjudication interviews to address questions of eligibility. Reviews employment applications and conducts interviews for new hires.
Knowledge of laws, agency rules, procedures and government regulations as they pertain to determining eligibility for government programs. Knowledge of processes for providing customer and personal services. Knowledge of administrative and clerical procedures and systems such as word processing and managing files and records. Knowledge of electronic equipment and computer hardware and software, including applications and programming. Ability to communicate information and ideas effectively, both orally and in writing, so others will understand. Ability to exercise discretion in achieving established objectives. Ability to use logic and reasoning to identify alternative solutions, conclusions or approaches to problems. Ability to communicate information and ideas effectively, both orally and in writing. Ability to read and understand written information. Ability to effectively manage and lead a diverse team of employees. Ability to supervise the work of subordinate employees.
Certification of fluency in a second language preferred.
A high school diploma and relevant program experience. A bachelor’s degree may be substituted for the required program experience.