Eligibility Specialist I/II

Incumbents in the Eligibility Specialist I and II classifications typically receive supervision from an Eligibility Supervisor and may receive lead direction from an Eligibility Specialist III.

• Performs interactive interviews to elicit eligibility information obtain and/or verify financial employment tax and personal demographic information and determine eligibility for public assistance programs and services
• Analyzes financial and eligibility information to determine initial or continuing eligibility for multiple aid programs
• Explains regulations rules and policies to clients and apprises them of their rights responsibilities and eligibility for participation in various public assistance programs and services
• Ensures accuracy and completion of application and declaration forms
• Resolves discrepancies by securing documentation medical records and confirmation from other agencies
• Enters and retrieves numerical and narrative data and issues benefits from an automated computer system
• Determines the level of benefits to which the client is entitled by making complex computations and/or computer entries and then analyzing the results
• Reviews and interprets information provided on a variety of forms both by the client and third parties to assist with eligibility determination
• Evaluates clients for and answers questions on Advanced Payment Tax Credits (APTC) related to health care reform
• Explains a variety of plan options costs and individual plan features through Covered California
• Monitors on-going eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions on changes

• Determines need for additional services and makes referrals as needed for employment and other services to outside agencies to assist clients toward self-sufficiency and directs clients accordingly
• Organizes and prioritizes caseload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy
• Enters and maintains case records including written narratives forms and computer documents in a clear and readable format
• Troubleshoots task and/or case issues to determine appropriate resolution of problems involving Help Desk as needed
• Communicates both orally and in writing with clients and others related to the initial and ongoing eligibility determination while maintaining confidentiality
• Responds to questions and complaints of clients in person by telephone mail and/or email communication
• Provides pertinent forms and pamphlets to clients as required
• Identifies suspected fraud and makes referrals for investigation
• Makes referrals to social service workers as needed
• Participates in special projects studies work assignments and committees
• Prepares correspondence and reports
• Performs related duties as assigned

• General goals and purpose of public social services programs
• Laws rules regulations policies and procedures governing eligibility for diverse public assistance programs and related case administrative techniques
• Methods and techniques of conducting an investigative interview and information gathering
• Computer terminology and computer keyboard arrangement
• Modern office practices methods and procedures
• Record keeping practices and procedures
• Principles of mathematical calculations
• Intricacies of health insurance plans medical health plan options and associated terminology
• Regulations and rules regarding household filing status related to the Affordable Care Act
• Cultural and human behavior including knowledge of self to interact effectively with clients and staff
• Principles and practices of effective customer service
• Structure and content of the English language including the meaning and spelling of words rules of composition and grammar
• Modern equipment and communication tools used for business functions and program project and task coordination
• Computers and software programs (e.g. Microsoft software applications) to conduct research assess information and/or prepare documentation

• Apply the policies procedures and programs of the County Social Services Department
• Apply the laws rules and regulations governing eligibility and grant determination for multiple public assistance programs and the case administration of these programs
• Identify available resources and communicate with others to obtain and verify information concerning eligibility
• Use fact finding techniques and perform in-depth and interactive interviewing
• Determine appropriate course of action in emergency situations
• Make referrals to appropriate agencies and social service programs
• Detect and evaluate potential fraudulent situations
• Analyze and interpret written numerical and verbal data from various sources
• Utilize multiple electronic information social services systems and analyze and interpret such information
• Enter and maintain data accurately and timely into a computerized system
• Navigate through computer screens and effectively use computer systems software applications and modern business equipment to perform a variety of work tasks
• Identify when computer output is incorrect and make corrections
• Process cases manually as required
• Plan and organize caseload to ensure work is completed in accordance with regulations relating to eligibility and timeliness
• Function effectively in a system with strict deadlines and constant changes
• Read understand apply and explain complicated and detailed correspondence reports regulations and policy directives
• Perform a variety of mathematical computations accurately and rapidly
• Prepare clear concise and accurate records and reports
• Explain complex rules and programs so they can be understood by people of diverse socio-economic cultural and educational backgrounds
• Gather record and correctly evaluate tax filing data income and additional necessary information required for the determination of eligibility for one or more programs
• Explain health insurance plan options and plan details available to clients through theAffordable Care Act
• Review a variety of tax documents to obtain needed household filing information
• Explain health care reform tax credit implications to clients
• Refer clients to other community services as needed
• Assess and manage difficult and hostile persons or situations; or call for intervention when appropriate
• Interact with people in a courteous manner in person on the telephone by mail or email
• Work in a fast-paced professional office environment and prioritize a wide range of duties with varying time requirements to ensure timely completion
• Communicate clearly and concisely both orally and in writing using appropriate English grammar and syntax
• Establish and maintain cooperative working relationships with the public and staff
• Follow written and oral directions and instructions

ELIGIBILITY SPECIALIST I:

Examination Information

Written Examination Weighted 100%

The written examination will consist of a multiple choice online written exam with the following four (4) test sections:

Exam Sections:
1. Data Analysis and Math
2. Workplace Issues
3. Grammar and Proofreading
4. Reading Comprehension

Examination administration and processing time is approximately two weeks after the closing date of the job bulletin.

• The ability to speak read and write Spanish in addition to English would be an asset in this position but is not required. Applicants for English/Spanish bilingual designated positions must take and pass the bilingual proficiency examination administered by CalHR.
• A valid drivers license may be required at the time of appointment and employees may also be required to drive their own car provide proof of car insurance and a DMV clearance. Individuals who do not meet this requirement due to a disability will be reviewed on a case-by-case basis.
• Position may require pre-employment drug testing physical examination and fingerprinting for a background investigation.
• Government agencies accessing US government information which include federal tax information must ensure that background investigation requirements for all agency employees and contractors that have access to federal tax information are consistent to the IRS background investigation requirements for access to federal tax information. A background check may be required if the position requires access to these types of records. Background requirements consist of three components which include fingerprinting citizenship verification and local law enforcement checks. State agencies must conduct investigation during time of hire and ensure a reinvestigation is conducted 10 years from the date of the previous background investigation for each employee that has access to federal tax information.