Under minimal supervision, determines eligibility of individuals and families for assistance through various benefit programs administered by the Social Services Department, such as financial assistance, medical assistance, food stamps, or other programs. Work involves processing benefit applications, interviewing applicants, explaining benefit programs, assisting applicants in completing necessary forms, determining eligibility for assistance, and maintaining records. Employee is also responsible for verifying completeness and accuracy of information received from applicants and detecting and reporting cases of fraud. This position is essential.

NOTE: This position is with our Long Term Care team. Our agency operates on a 50% telework schedule.

• Processes applications for financial assistance, medical assistance, and food stamps.
• Interviews applicants and explains scope of various benefit programs available through the department; explains rights and responsibilities to applicants.
• Secures and verifies financial, social and employment data from applicants; assists applicants in completing required forms as necessary; evaluates information received from applicants for consistency, accuracy, and completeness.
• Maintains contact with clients regarding case information, status, or related activities; receives inquiries and provides information based on knowledge of benefit programs, or refers to appropriate personnel.
• Plans, organizes, and manages assigned caseload; establishes prioritizes and schedules appointments.
• Prepares forms and documentation needed to evaluate and process cases; documents information received during interviews, during telephone conversations, or from outside sources such as medical providers, employers, or other agencies; reviews client information, conducts research, or analyzes records for periodic review of clients' eligibility status and/or re-evaluation of applications.
• Identifies needs of clients; completes mathematical computations to determine eligibility; determines amount and type of assistance clients may be eligible/ineligible to receive; explores other possible sources of income for applicants; refers clients to other programs or ancillary agencies as appropriate.
• Distributes notices and other information to advise clients of results of eligibility determination.
• Performs follow-up on telephone calls, inquiries, or complaints from clients or other sources; follows up on case alerts to complete changes necessary to determine ongoing eligibility.
• Applies general policy, rules, and regulations pertaining to respective benefit programs to specific case situations; researches policy as needed.
• Recognizes discrepancies, conflicts or inconsistencies in client information/history; identifies potential cases of fraud; makes appropriate referrals/contacts to report potential fraud; testifies in court regarding fraud cases.
• Compiles appeal cases with information necessary to determine whether assistance was denied or terminated in error.
• Maintains current information from various sources; performs research for completion of periodic reports; compiles and organizes data for analysis.
• Tracks benefits received in Virginia or in other states.
• Schedules appointments to complete renewals on a timely basis; interviews transfer-in cases to determine ongoing eligibility.
• Prepares or completes various forms, reports, correspondence, eligibility evaluations, appeal summaries, employment verification requests, track sanctions, case suspensions, exemptions, tracking logs, or other documents.
• Receives various forms, reports, correspondence, benefit applications, income records, bank statements, disability reports, court orders, child support orders, legal documents, school truancy reports, immunization schedules, medical/laboratory reports/bills, shelter bills, program manual updates, policies, procedures, manuals, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
• Operates a computer to enter, retrieve, review or modify data; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, e-mail, social service programs, or other computer programs.
• Performs basic maintenance of computer system and office equipment, such as backing up data or replacing paper, ink, or toner.
• Performs customer service functions; provides information/assistance regarding department programs, services, procedures, forms, timeframes, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution.
• Communicates with supervisor, employees, other departments, applicants, clients, employers, banks, medical providers, appeal officers, social workers, counselors, psychiatrists, attorneys, realtors, law enforcement personnel, health department staff, vendors, the public, community resource agencies, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Maintains confidentiality of departmental issues and documentation.
• Maintains a comprehensive, current knowledge of applicable laws, regulations, policies, or other guidelines; reads professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.
• Identifies clearly discernible social problems and makes referrals to Family Services Workers; provides applicants or recipients with information about other agencies where they may go for services as needed.
• Explains a variety of programs under the social services umbrella such as employment services, child support services and child care services.
• Carries a caseload of clients receiving public assistance that involve complex issues and or considerable tact and skill in communications.
• Serves as a resource to staff in areas of policies, procedures and systems used in the performance of eligibility determination and maintenance.
• Performs general/clerical tasks, which may include answering telephone calls, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.
• Assists foreign-speaking clients in understanding forms, procedures, and benefits as appropriate. Provides assistance to other employees or departments as needed.
• Performs other related duties as required.

Bachelor's Degree in Social Services, Sociology, Human Services, or closely related field; supplemented by three (3) years of previous experience and/or training involving public assistance program administration, program eligibility evaluation, social work, customer interaction, and personal computer operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.