Income Maintenance Caseworker - Lancaster Customer Service Center

Income Maintenance CaseworkerAre you ready to support individuals who need clear answers and steady guidance? The Income Maintenance Caseworker position with the Department of Human Services at the Lancaster Customer Service Center gives you the chance to help people every day. You will work with customers by phone, assist with case details, and provide information that helps families stay on track. This role is ideal for someone who enjoys problem solving and wants to make a positive difference.After completing an 8-week Income Maintenance Standard Training Program (IMSTP), this position performs casework responsibilities in an office setting while assisting customers with a wide range of benefit programs. Key duties include answering incoming customer calls, reviewing case information, determining eligibility for financial and medical programs, and documenting clear and accurate case records. As an Income Maintenance Caseworker, you will perform the following duties:Customer Contact: Interview customers by phone to gather information needed for case actionsEligibility Determination: Review and apply policy to decide eligibility for financial assistance, Medicaid, SNAP, LIHEAP, waivers, and other programs the department administers for applicants and recipients in accordance with state regulationsData Entry: Enter information into automated eligibility systems and complete required manual calculationsCase Documentation: Type clear case comments that explain customer circumstances and changesPolicy Compliance: Apply federal and state regulations accurately while meeting required deadlinesInformation Review: Interpret policies and program rules to ensure correct processing of casesInterested in learning more? Additional details regarding this position can be found in the position description.Work Schedule and Additional Information:Full-time employment, 37.5 hours per weekWork hours are 8:30 AM to 5:00 PM, Monday - Friday, with a 60-minute lunch. This may change based on operational needs.Travel and overtime as operationally necessaryTelework: This position may be eligible to telework part time. Specific details of the telework schedule will be discussed during the interview process. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Lancaster, PA. The ability to telework is subject to change at any time.Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $53,008.00 (before taxes).You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.QualificationsMinimum Experience and Training Requirements:Four years of experience in interviewing or work requiring the analysis and interpretation of data; orA bachelor's degree; orAny equivalent combination of experience and training.Applicants will be considered to have met the educational requirements once they are within three months of graduating with a qualifying degree.Other Requirements:You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines.Hiring preference for this vacancy may be given to candidates who live within Lancaster County. If no eligible candidates who live within Lancaster County apply for this position, candidates who reside in other counties may be considered.You must be able to perform essential job functions.Legal Requirements:A conditional offer of employment will require submission of criminal history reports. See hiring agency contact information.You must pass a background investigation.This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.How to Apply:Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.Failure to comply with the above application requirements may eliminate you from consideration for this position.All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.Veterans:Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to and click on Veterans.Telecommunications Relay Service (TRS):711 (hearing and speech disabilities or other individuals).If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.Learn more about our Total Rewards by watching this short video!See the total value of your benefits package by exploring our benefits calculator. Health & WellnessWe offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*Compensation & Financial Planning We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.Work/Life Balance We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*Values and Culture We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.Employee Perks Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships. For more information on all of these Total Rewards benefits, please visit and click on the benefits box. *Eligibility rules apply.