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Job Description

◦ 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.
◦ Reconciles data through multiple data systems, ensuring all data is matched.
◦ 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.
◦ Initiates a total-household assistance case.
◦ 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 mathematical computations and/or complex computer entries.
◦ Reviews and interprets information provided on a variety of forms both by the client and third parties to assist with eligibility determinations.
◦ Explains a variety of health insurance plan options, costs and individual plan features.
◦ Monitors ongoing 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; 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; may participate in system testing and design.
◦ 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, meetings, conferences and committees.
◦ 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.
◦ Modern office practices, methods, and procedures.
◦ Computer software programs to conduct research, assess information and/or prepare documentation.
◦ Record keeping practices and procedures.
◦ Principles of mathematical calculations.
◦ Intricacies of health insurance plans and medical health plan options and associated terminology.
◦ Principles and practices of effective customer service.
◦ Cultural and human behavior, including knowledge of self, to interact effectively with clients and staff.
◦ Structure and content for 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.

◦ Analyze and interpret written, numerical, and verbal data from various sources.
◦ Enter and maintain data accurately and timely into a computerized system.
◦ Plan and organize caseload to ensure work is completed in accordance with regulations relating to eligibility and timeliness.
◦ Read, understand, apply, and explain complicated and detailed correspondence and reports, regulations, and policy directives.
◦ Perform a variety of mathematical computations accurately and rapidly.
◦ Prepare clear, concise, and accurate records and reports.
◦ Communicate clearly and concisely, both orally and in writing, using appropriate grammar and syntax.
◦ Interact with people in a courteous manner in person, on the telephone, by mail or e-mail communication.
◦ Assess and manage difficult and hostile persons or situations; or call for intervention when appropriate.
◦ Establish and maintain cooperative working relationships with the public and staff.

◦ Apply the policies, procedures, and programs of the County Social Services branch.
◦ Apply the laws, rules, and regulations governing eligibility and grant determination for multiple public assistance programs and the case administration of these programs.
◦ Organize work, set priorities, meet critical deadlines and follow up on assignments.
◦ Evaluate and make appropriate recommendations and corrections on selected cases.
◦ 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.
◦ Utilize multiple electronic information, social services systems and analyze and interpret such information.
◦ 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.
◦ Function effectively in a system with strict deadlines and constant changes.
◦ 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 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.
◦ Review a variety of documents to obtain needed household filing information.
◦ Explain health care reform tax credit implications to clients.
◦ Refer clients to other community services as needed.
◦ Work in a fast-paced, professional office environment and prioritize a wide range of duties with varying time requirements to ensure timely completion.
◦ Follow written and oral directions and instructions.
◦ While performing the essential functions of this job, the incumbent is regularly required to: walk; sit; use hands to finger, handle or feel objects; reach with hands and arms; speak and hear; and push, pull, move or lift above and below the neck objects weighing up to 25 pounds.

◦ It is your responsibility to demonstrate through your application materials how you meet the minimum qualifications of the position/s for which you apply.
◦ You must complete all sections of the application. A résumé or other information you feel will help us evaluate your qualifications may be attached to your completed application, but will not be accepted in lieu of completing any part of the application. Blank applications that contain only a résumé or those that reference “see résumé” will be rejected as incomplete.
◦ Check your application before submitting to ensure it is complete and correct; no new or additional information will be accepted after the closing date.
◦ Inquiry will be made of your former and current employers; please provide the names and telephone numbers of supervisors on your application.
◦ You must provide the names and contact information of at least three (3) references (not relatives) that have knowledge of your job skills, experience, ability and/or character.
◦ Application materials are the property of Mendocino County and will not be returned.
◦ It is your responsibility to keep your NEOGOV profile updated, including any changes to your telephone number or address. Failure to do so may result in missed notification of exams or interviews.
◦ The exam process listed on this flyer is tentative. Mendocino County reserves the right to make necessary modifications to the examination plan. Such revisions will be in accordance with approved personnel standards. Should a change be made, applicants will be notified.
◦ The provisions of this job bulletin do not constitute an expressed or implied contract.

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