Eligibility Clerk

This work involves moderately complex eligibility and clerical support functions for applicants and recipients for various Federal and State funded relief programs such as: Temporary Assistance to Needy Families (TANF), Emergency Assistance to Families (EAF), Emergency Assistance to Adults (EAA), Temporary Housing, Medical Assistance, Medicaid, Food Stamps (SNAP), Section 8 Housing Choice, Child Support Enforcement and numerous other programs and services.  Incumbents are expected to learn departmental regulations, policies and procedures to relieve higher level program staff of the more routine tasks and support functions associated with the eligibility process.  This work also includes using a variety of State or Federal database management systems and other departmental databases to gather case information to support case processing and management, reporting and tracking.  Supervision of others is not a responsibility of this class.  Work is performed under the general supervision of a higher level staff person in the program area.  This position differs from that of higher level program staff by virtue of the limited complexity of the work and limited exercise of independent judgment.  An Eligibility Clerk does related work as assigned.

• Reviews applications and re-certifications for completeness and forwards for eligibility determination;
• Advises applicants and recipients of missing information or if other documentation and/or forms are needed to complete the applications process by referring to and following established guidelines, policies and procedures;
• Completes screening and phone interviews for applications and forwards to higher level program staff for eligibility determination;
• Advises applicants about the programs for which they appear eligible for assistance by referring to established departmental guidelines;
• Determines if all applicant statements are complete and consistent with all other documentation provided;
• Contacts applicants and recipients to make further inquiries, as needed, relating to matters such as household income, changes in marital status or other elements that might affect the applicant’s eligibility;
• Follows departmental deadline-related protocols involving customer follow-up and response for additional documentation;
• Follows departmental policies for documentation and case management processing and tracking;
• Refers cases to higher level supervisor where fraud seems indicated or suspected;
• Refers applicant to other departmental program services based on the information provided by the applicant;
• Makes collateral contacts for specific documentation or verification of documentation on behalf of program staff;
• May interview applicants by using a screening checklist tool and interfacing with database systems;
• Enters information provided by the applicant into database systems;
• Receives checks, money orders or proof of payment from benefit recipients;
• Generates notices to recipients of agency actions relating to changes in benefits either through a system-generated notification or using standard templates;
• Researches paper and electronic records to obtain missing information to assist in completing case summaries and records of actions taken;
• Receives a variety of documents and scans and indexes as needed; 
• Uses a variety of database management systems to maintain, query and retrieve agency records;
• Creates, maintains and/or updates internal departmental tracking documents and logs to assist in case management, retention and/or destruction;
• Keeps abreast of program relevant regulations, policies and procedures to respond to customer inquiries and provides eligibility support functions to program staff in an effective manner;
• Coordinates and schedules meetings for eligibility staff and mangers, as necessary;
• Serves as initial contact for solving applicant inquiries/complaints;
• Adheres to departmental customer service standards;
• Uses computer applications or other automated systems such as spreadsheets, word processing, calendar, email and database software in performing work assignments; and
• Performs other related duties as assigned.

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS:  Good knowledge of modern office procedures, including filing systems and automated office equipment; good customer service skills; skill in computer use; ability to maintain confidentiality; ability to work effectively with other employees; ability to meet with the public; ability to analyze facts related to the determination of financial eligibility or assistance; ability to work with applicable regulations governing the program; ability to understand and follow oral and written instructions; ability to communicate effectively both orally and in writing; ability to record information legibly and accurately; ability to effectively use computer applications such as spreadsheets, word processing, calendar, email and database software; tact; emotional maturity; physical condition commensurate with the demands of the position.

 Applicants must meet allrequirements described in the following table in order to be approved for examination and/or appointment:

Qualification Option #	1
Training/Education	Graduation from high school or possession of a high school equivalency diploma.
General experience	Two years of full-time, paid clerical experience; AND  One year of the above experience must have included the use of automated systems and involved the examination or evaluation of completed forms or applications.
Supervisory experience	N.A.
License/Certification	None required.
Other requirements	N.A.

Part-time service will be given prorated credit toward experience requirements.  
Eligibility Clerk, C in all divisions

Salary : $22 - $26