Under general supervision, determines initial and/or ongoing eligibility and authorizes benefits for public employment and benefit services programs; or evaluates cases referred for unreported income to establish intent to commit fraud; handles the more difficult and complex cases; performs a wide variety of clerical duties; and does other work as assigned.
Benefits Representative is the highest, non-supervisory class in the Benefits Representative series. It is distinguished from Benefits Representative Trainee in that the Benefits Representative is assigned a full workload and receives a lesser degree of supervision than the lower class of Benefits Representative Trainee.
Conducts extensive interviews with applicants or clients to timely and accurately determine initial eligibility or eligibility redetermination for public assistance programs, using technology as required and appropriate; assists clients in filling out necessary forms with sufficient detail to enable accurate eligibility determination; explains rights and obligations, explains public assistance programs, elicits, verifies and reviews pertinent social, personal and financial data necessary to determine eligibility and extent or amount of benefits; conducts interviews in County offices in person or by phone, private homes, hospitals, nursing homes and other locations; directs clients to other agencies if necessary; provides assisted referrals to employment services, child support, childcare, social workers, and other community and agency programs involved with providing direct services for clients and their families; identifies months on aid and exemption periods in other counties and states; identifies and refers applicants and clients to Social Services staff for mental health, domestic violence or substance abuse and may track treatment participation levels as defined in individual Welfare-to-Work Plans, in conjunction with information provided by Employment and Training staff or specialized Social Services staff; facilitates group orientation; enrolls clients in the Welfare-to-Work Program; verifies school attendance and child immunizations; tracks time limits on aid; interacts in a collaborative manner with other service providers; informs applicants and clients about available employment readiness services; assists applicants and clients in applying for and verifies receipt of other income and benefits, such as veteran's benefits, social security, unemployment, and retirement; verifies registration and availability for employment; contacts school, employers, insurance companies and other public and private organizations to verify eligibility data and to clarify documentary omissions or discrepancies; completes budget and case data input documents, insuring that forms notifying clients of case actions are accurately completed; assists in resolving complaints from applicants, clients, their representatives and the general public; reviews quarterly earning clearance reports and reviews cases for accuracy, unreported income, identifying over payments and under payments; processes periodic reports and annual redeterminations timely and accurately; refers over payment to collections as appropriate, refers cases of suspected fraud; identifies and evaluates each omission, error or variation of facts and substantiates pertinent eligibility information; compiles data on error areas and corrective actions; reviews earnings reports for discontinued cases and refers cases where fraud is suspected; conducts extensive review of cases where income discrepancies appear to indicate fraud; discusses cases and recommendations for collection or fraud referral with supervisor; refers cases to collections or to the Special Investigative Unit for fraud action; testifies in court; updates and modifies case records to reflect changes in income, property, benefits, family composition, support payments, and various other factors; reviews employment plans, verifies attempts by clients to find work, and refers clients to work programs; implements program regulations, business processes and policies; compiles information for and attends fair hearings; may provide initial orientation and training to new employees in unit; may provide vacation and other temporary relief for supervisor or for other classes as required.
∑ Laws, rules and regulations applicable to public assistance programs.
∑ Common community resources.
∑ Human motivation and behavior.
∑ Basic functions and services provided by a public social service agency.
∑ Interactive interviewing techniques for obtaining factual information.
∑ Principal sources of information necessary to establish eligibility under assigned programs.
∑ Methods of organizing work.
∑ Record keeping practices.
∑ Employment and training programs serving low-income clients.
∑ Basic eligibility requirements for public assistance programs.
∑ Computer applications.
∑ Read, understand, explain and apply complex regulations and policies governing eligibility for public assistance programs.
∑ Elicit information from clients through an interactive interview process in person or by the telephone.
∑ Gather, record and evaluate information necessary for the timely and accurate determination of initial and continuing eligibility for public assistance programs.
∑ Perform difficult clerical work involving application of mathematical skills and requiring accuracy and speed.
∑ Apply coding and input procedures connected with the departmentís computerized record keeping system.
∑ Understand and utilize technology applications implemented by the department.
∑ Effectively organize and process large volumes of transactions to meet frequent deadlines.
∑ Budget time realistically and in accordance with the monthly work cycle to ensure that performance standards are met.
∑ Maintain systematic and accurate records.
∑ Recognize problems requiring referral to social services staff.
∑ Establish rapport with persons of differing ethnic and socioeconomic backgrounds.
∑ Identify and be responsive to client needs while maintaining confidentiality.
∑ Work independently and use initiative in investigating community resources and advocacy services.
∑ Interpret and explain program regulations, obligations, procedures, business processes and other pertinent information on an individual basis, in person, by telephone or other allowable modes of communication, or in group settings to applicants, clients and the general public.
∑ Make referrals to appropriate agencies and human service programs.
∑ Represent the agency in a professional manner.
∑ Speak and write clearly.
∑ Work cooperatively with other agency staff and as a team providing participant services.
Education and Experience:
Any combination of education and experience which would provide the required knowledge and abilities is qualifying, unless otherwise specified. A typical way to obtain the knowledge and abilities would be:
Nine months of experience at a level equivalent to a Benefits Representative Trainee in a California County system.
License Requirements: Possession of a valid California Class C Driver License or the employee must be able to provide suitable transportation which is approved by the appointing authority.
Background Investigation: Fingerprint check.
Special Working Conditions: Exposure to: poison oak and insects in yards of clients while doing home visits; odors such as unwashed clients that smell of old alcohol and unwashed clothes; potentially hostile clients.
Other Special Requirements: Some positions require the use of a personal vehicle to travel from work site to work site or to make home visits; some positions require working evenings and/or weekends.
PREVIOUS CLASS TITLES:
Eligibility Review Worker, Eligibility Worker III