Lead QA Intake Specialist - Wisconsin Home Energy Assistance Program (WHEAP)

Earn up to $3,000 in incentive pay during your first year of employment!

Are you a motivated, results-oriented candidate seeking to put your talents, skills, and experience to work as part of a mission-driven, customer-focused organization? If so, we invite you to join UMOS’ diverse and dedicated team of over 1,000 professionals making a positive difference across more than 60 offices in seven states. Whether you are passionate about facilitating early childhood development; providing training and career planning for a parent; aiding a farmworker in accessing basic needs and new opportunities; educating at-risk individuals in HIV prevention; or supporting those fleeing domestic violence or human trafficking, UMOS is the place where you can fulfill your passion for helping families, businesses, and communities build better futures.

Benefits:
To support its team members, UMOS offers highly competitive compensation as well as a benefits package including:

• Paid time off that will increase over your years of service
• 15 paid holidays annually
• A robust range of insurance covering health, dental, vision, life, short- and long-term disability, and accidental death & dismemberment
• The options to establish either a Health Savings Account or Flexible Spending Account, which can be used to cover deductibles, prescriptions, and other healthcare expenses
• A variety of support services to promote well-being through the employee assistance program
• Retirement plan options, including 401(k) and Roth IRA, allowing you to make pre-tax or after-tax contributions. For those participating in the 401(k) Retirement Plan, UMOS annually contributes at least 3% of employees’ eligible compensation.

QA Verification Specialist Job Compensation:

• $18.80 to $23.50/Per Hour (depending on experience).

QA Verification Specialist Job Responsibilities:

1. Responsible for the development, implementation, and maintenance of a comprehensive quality assurance system for WHEAP Program.

2. Assess the various monitoring tools and when necessary, create effective quality assurance tools to evaluate and assess staff training needs that will lead to individual and team performance benchmark settings.

3. Work closely with Quality Assurance staff and the review of monitoring instruments to identify trends and develop action plans with the assistance of the program Managers and Supervisors. Develop program improvement plans with input and feedback from Managers and/or Supervisors in WHEAP service areas.

4. Work with program staff to analyze, interpret, and develop procedures in the implementation of state & federal policies and procedures to Program Manager/Supervisor.

5. Responsible for tracking weekly, monthly and quarterly performance of employees and agency based on established performance goals; produce monthly and quarterly reports demonstrating employee and agency performance based on reports from established QA metrics and KPIs (Key Performance Indicator).

6. Participate in “clean-up” systems projects or large-scale systems-related errors

7. Conduct Quality Assurance program audits and make written recommendations to management based on the audit findings.

8. Provide efficient QA monitoring on interactive and non-interactive intake services for WHEAP by phone, face-to-face or by mail applications processed by Energy team to determine program eligibility.

9. Conduct QA monitoring of verification of earned and unearned income, including wages, child support, TANF, Social Security, Unemployment Insurance, etc.

10. Monitor efficiently entering program applications into the WHEAP electronic data system timely and accurately by Energy team.

11. Answer phones, schedule appointments, and provide program information to WHEAP team.

12. Provide quick, proactive responses to ensure correct compliance, and completion of applications; as well as adherence to written crisis policy by WHEAP team.

13. Participate in program awareness events held throughout the community.

14. Be on call periodically for no-heat calls issued by 211 after hours and/or weekends.

15. Provide Policy support to intake workers, lead WHEAP team administrative staff is not available.

16. Represent WHEAP team in workgroup meetings with the Milwaukee & Kenosha Team.

17. Participate in Fair Hearing with State, County and Client, as necessary.

18. Attend meetings, seminars, and workshops.

19. Perform other duties as assigned.

QA Verification Specialist Job Qualifications:

1. High School diploma or equivalency and 2 years of college course work or AA, or 2 years of experience in QA.

2. Two years’ experience in lead and/or supervisory position with case management or any equivalent combination of training and experience, which would provide the following knowledge, skills, and abilities.

3. Willing to travel and work irregular/flexible hours including on call evening hours.

4. Able to communicate in both English/Spanish. PREFERRED

5. Excellent communication (both written and verbal) and strong organization skills.

6. Advanced computer skills and proficiency in Microsoft Office products (Word, Excel, Outlook, PowerPoint, etc.)

7. Must have reliable transportation, valid driver’s license, and adequate auto insurance.

Work Environment, Physical, and Sensory Demands:

The demands described here are representative of those that must be met by an employee to successfully perform the job functions. Reasonable accommodation will be considered to enable individuals with disabilities to perform the essential job functions.

Physical Demands:

1. Employees are frequently required to stand, walk, sit, bend.

2. Occasionally required to lift and /or move up to 30 lbs.

3. Frequently required to drive.

4. Frequently exposed to moderate temperatures, generally encountered in a controlled temperature environment and outside setting.

5. Noise level in this work is usually semi-moderate.

Tools & Equipment Used:

1. iPad, iPhone, laptop computers, projectors, copy/scanner machine, computer.

2. Be able to scan documents and encrypt documents as necessary.

3. Use first aid equipment, fire extinguisher.

Usage varies by position.

Additional Eligibility Requirements:

Employment with UMOS is contingent upon successful completion of a driver’s license check prior to commencing.

UMOS is an equal opportunity Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.