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LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, ADULT AND FAMILY SERVICES DIVISION, WILLIAMSON COUNTY

For more information, visit the link below:
https://www.tn.gov/content/dam/tn/human-services/documents/EC1_Williamson_072623.pdf

Onsite

Qualifications

Education and Experience: High school diploma or equivalent and experience equivalent to two years of full-time clerical or customer service experience.

OR

One year of experience as an Eligibility Clerk with the State of Tennessee.

Necessary Special Qualifications: Applicants for this class must:

• 
  Complete a criminal history disclosure form in a manner approved by the appointing authority;
• Agree to release all records involving their criminal history to the appointing authority;
• Supply a fingerprint sample prescribed by the TBI based criminal history records clerk.

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Summary

Summary: Under immediate supervision, performs eligibility-related paraprofessional work of routine difficulty; and performs related work as required.

Distinguishing Features: An employee in this class assists Eligibility Counselors in case management activities and learns the rules and regulations necessary to determine eligibility for monetary benefits and social services. This class differs from Eligibility Clerk in that an incumbent of the latter performs eligibility-related clerical duties which follow prescribed and well-established procedures. This class differs from Eligibility Counselor 1 in that an incumbent of the latter performs work of greater scope and complexity to determine needed social services and eligibility for these services.

Responsibilities

Interpreting the Meaning of Information for Others:

• Interprets policy and procedure guidelines in relation to client circumstances to ensure clients' understanding.

Updating and Using Relevant Knowledge:

• Remains up-to-date on new policies and procedures as they are implemented in order to ensure accurate benefit receipt.

Performing for or Working Directly with the Public:

• Explains rules, regulations, policies, procedures, and benefits determinations to clients or other interested parties to ensure program availability.
• Promotes a positive image of the department by focusing on great customer service while fulfilling the Department's mission.

Processing Information:

• Verifies accuracy of information provided by clients during the interview process to ensure the client receives the benefits in which they are entitled.
• Compares client information such as names, addresses, social security numbers, phone numbers, benefits and services provided, eligibility criteria, and other data against state databases to ensure accuracy.

Getting Information:

• Listens to information applicants provide concerning their eligibility and obtains documentary evidence to support that information to ensure proper eligibility determination.
• Interviews applicants to determine needed social services.
• Asks applicants questions needed to obtain information related to their eligibility status to determine proper benefit eligibility.
• Obtains information from various databases and other needed sources to assist Eligibility Counselor in eligibility determination.
• Reviews case documentation to develop an understanding of previous case circumstances to assist during interview process.

Resolving Conflicts and Negotiating with Others:

• Resolves general client concerns regarding agency programs, policies, and procedures to assist clients.

Assisting and Caring for Others:

• Provides verbal assistance and support to co-workers, vendors, and clients to meet their immediate and long-term needs.

Documenting/Recording Information:

• Documents information obtained during client interviews into eligibility determination system for future reference and as justification for case actions taken.
• Documents receipt of applications, change forms, and other necessary documents into electronic case file for future reference.
• Documents client contacts into electronic case file for informational purposes.

Organizing, Planning, and Prioritizing Work:

• Prioritizes daily, weekly, and monthly activities to ensure all work is completed by the established deadlines.
• Organizes activities within workload to ensure all work is completed timely.
• Plans schedule to effectively and efficiently complete required daily activities.
• Develops a process to organize client applications and verifications to plan for daily work.

Establishing and Maintaining Interpersonal Relationships:

• Develops and maintains healthy working relationships with co-workers and vendors to promote productivity and effectively serve client needs.

Communicating with Persons Outside Organization:

• Communicates verbally and/or electronically with outside organizations to obtain information regarding client circumstances.
• Communicates verbally and/or electronically with outside organizations or vendors to provide information regarding client eligibility.

Interacting with Computers:

• Enters applications, verifications, simplified reporting forms, and other required documents into various databases and filing systems for future retrieval.
• Enters necessary information into state databases as required by current procedures.
• Enters client contact information changes into the eligibility determination computer system to ensure clients receive proper notification.

Communicating with Supervisors, Peers, or Subordinates:

• Communicates verbally and/or electronically with supervisors and peers in the exchange of information regarding client eligibility to see that client needs are met.
• Communicates questions through appropriate chain of command to obtain policy or procedural clarification.
• Communicates daily schedules and activities verbally and/or electronically with supervisors and peers to maintain a balanced workflow.

Identifying Objects, Actions, and Events:

• Identifies benefits and services that might be available to clients both from the Department and from related outside sources to assist in meeting client needs.

Scheduling Work and Activities:

• Reschedules appointments verbally and electronically for clients to review benefit eligibility.

Competencies

Competencies:

• 
  Dealing with Ambiguity
• Problem Solving
• Organizing
• Time Management
• Written Communications
• Compassion
• Customer Focus
• Listening

Knowledge:

• Basic arithmetic applications
• Basic computer knowledge
• Basic knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Basic office skills such as word processing and managing files and records
• Basic principles for providing customer service

Skills:

• Active learning
• Active listening
• Basic Computer Skills
• Basic customer service skills
• Basic mathematical skills
• Communicating effectively as appropriate for the needs of the audience
• Critical thinking, problem-solving, and decision-making
• Reading Comprehension-Understanding written sentences and paragraphs in work related documents
• Service Orientation-Actively looking for ways to help people
• Social Perceptiveness-Being aware of others' reactions and understanding why they react as they do
• Time management

Abilities:

• Deductive Reasoning-Applies general rules to specific problems to produce answers that make sense
• Flexible and adaptable in various situations and environments
• Inductive Reasoning-Combines pieces of information to form conclusions
• Multi-Tasking
• Number Facility-Ability to add, subtract, multiply, or divide quickly and correctly
• Oral Comprehension-Understands information and ideas presented
• Oral Expression-Communicates information and ideas so others will understand them
• Perceptual Speed-Accurately compares similarities and differences
• Performs simple office tasks
• Retains information
• Selective Attention-Concentrates on tasks over a period of time without being distracted
• Speed of Closure-Ability to quickly make sense of, combine, and organize information
• Works as part of a team

Tools & Equipment

• Personal Computer
• Telephone
• Multifunction Printer
• Fax Machine

Other Office Equipment as Needed