Income Maintenance Technician

Job Title

This position is located in the Economic Services section.

Job Description

This employee will perform duties as part of a Call Center Service Team and/or work as a Kiosk Team member. As part of both teams this staff will work with a team of communication specialists answering questions and assisting customers inquiring about benefit programs and services offered by Social Services. This person will answer questions and gather information from individuals or families applying for or receiving assistance in the Economic Services Section. This employee will assist the Income Maintenance Caseworkers who determine eligibility by collecting data, prescreening applicants, and answering questions of applicants and recipients. Additionally, the employee in this position will be responsible for documenting reported changes and concerns, as well as advising the customer of other agency programs and services. The employee will be responsible for electronically keying data in case files and/or informing the caseworkers via e-mail, telephone, or data entry into an automated system of those changes reported by the applicant/recipient. This employee may also be responsible for the completion and/or updating of demographic data for families or individuals who are to have their eligibility for various service programs determined by the caseworkers. The worker in this position must be very flexible and strive to meet key performance metrics such as response time, resolution time, and customer satisfaction. The worker in this position must be human services oriented and possess the ability to interact well with supervisors, co-workers, and customers in a professional manner. The ability to work in a team environment is essential for this position. This position performs other related duties as required or assigned. This worker must respond to disasters as needed in accordance with The Cumberland County DSS policy, in the event of a natural or man-made disaster or upon the declaration of a state of emergency by the Cumberland County Emergency Management Office. The worker in this position may be required to perform other duties as assigned by the supervisor when deemed necessary.

Minimum Qualifications

Graduation from high school and two years of paraprofessional or clerical public contact experience which should have included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data, and/or the performance of mathematical or legal tasks; or graduation from high school and one year of experience in an income maintenance program; or an equivalent combination of training and experience.

Knowledge, Skills and Abilities

Good mathematical reasoning and computational skills. Ability to communicate with clients, applicants, and the public to obtain data, and to explain rules and procedures. Ability to understand the needs and problems of clients/applicants. Ability to learn the program area of assignment.