Economic Support Specialist

JOB REQUIREMENTS: The Economic Support Specialist/Call Center Agent in

the Division of Workforce Development is responsible for determining the

sources, types, and levels of public assistance available by law as well

as taking proper action to issue benefits and perform case management

activities to eligible consumers requesting such programs and services.

The majority of consumer communication and case updating is conducted by

telephone while on the computer in a call center environment. This

position performs a wide range of skilled tasks in eligibility

determination for local, state, and federal public assistance programs

including Medical Assistance, FoodShare, Child Care Assistance, Elderly,

Blind and Disabled, Long Term Care, and Caretaker Supplement benefits.

Duties include: Conducts an interactive interview to collect, verify,

and document required information such as proof of identity and

demographics, income, expenses, and assets, and simultaneously enters

information into a computer program to determine initial and ongoing

public assistance program eligibility Fields calls in the call center to

answer questions, take applications, review cases, enter changes, and

assess eligibility for various assistance programs Researches,

interprets, and explains local, state, and federal policies governing

eligibility, legal rights, and responsibilities Learns and provides

information regarding various programs of assistance as well as

community resources to refer individuals and families to, both inside

and outside of the agency as appropriate; also receives and processes

referrals from other agencies Develops and maintains the ability to

problem-solve and to perform duties in an independent manner while

exercising good judgement Uses discretion with consumers and exhibits

cultural competence; observes rules of confidentiality and maintains

non-judgmental attitude Attends all mandatory training sessions and

completes all state-required training as outlined in state contracts

Maintains a current understanding of the policies and procedures

provided through update memos and on-line handbooks Reports in a timely

and courteous manner to telephone, letter, and personal contacts made by

partner agencies on behalf of a client to provide information and

assistance regarding eligibility assessments and application procedures

Determines referrals and exemptions for employment programs Refers

suspicious or questionable cases to the Program Integrity Unit for

further investigation Determines accuracy of information and reconciles

discrepancies Keeps informed of all process and program change Explains

program rules and requirements to the public and customers Ensures all

data is entered into electronic data systems accurately and timely

Electronically documents all service contacts and case actions Maintains

security of all customer records Uses a one-touch philosophy for

consortium calls, which means processing all action items attached to a

case at time of call or interaction in person Performs other duties as

required or assigned The Kenosha County Economic Support Program offers

a unique opportunity for those who desire a challenging and rewarding

career which positively impacts the well-being of children, families,

and county residents! Kenosha County is an equal opportunity employer.

\*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS: Experience Experience

working in a call center or customer service environment preferred

Experience with individuals of varying socioeconomic backgrounds

preferred Success Factors Knowledge of: Public assistance program

policies and procedures and available community resources Provision of

quality customer service and case management in a call center

environment Evaluation processes and techniques, interviewing

techniques, and case file and computer records management CARES, Cares

Worker Web, and KIDS computerized records systems, or ability to obtain

required knowledge within six months of employment Skill in: Microsoft

Office Suite, including Word, Excel, and Outlook Organization and time

management, decision-making, customer service, written and oral

communication De-escalation Ability to: Maintain a professional demeanor

with the public, establish customer relationships, and have strong

interpersonal skills Enter alpha-numeric data into multiple entry

systems Communicate effectively with other staff members, supervision,

and the public Quickly gather, organize, and evaluate data to meet

deadlines Work respectfully in a diverse and inclusive environment and

remain professional and courteous at all times Adhere to strict computer

security and confidentiality guidelines Adhere to process protocol and

apply established protocols in a timely manner Other Job Requirements

Regular attendance and punctuality Successful completion of new worker

training program within allotted time frame; must comply with all

requirements \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:

www.kenoshacountywi.gov/jobs Other: To see the complete job description

and to apply for this position, please visit our website,

www.kenoshacountywi.gov/jobs, and click the \"View Open Jobs\" button.

Must be submitted no later than Sunday, May 18, 2025. Kenosha County is

an affirmative action, equal opportunity employer.