Eligibility Specialist

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DUTIES AND RESPONSIBILITIES:

• Adheres to the mission of SERCO.

• Responsible for overseeing the caseload of Child Care Services to customers ensuring positive outcomes

• Enrolls children in child care settings, based on parental choice

• Enters client and case eligibility, demographic, and service information into the designated Child Care Services system

• Implements client service, fund utilization, enrollment, and service priority strategies

• Reports suspected fraud or misuse to the appropriate resource.

• Review applications and supporting documentation to determine eligibility for child care assistance programs.

• Conduct interviews with applicants to gather information regarding income, employment, education, training, household composition, and other eligibility factors.

• Verify applicant information through established procedures and electronic systems.

• Process new applications, recertifications, transfers, changes, and case closures within required timelines.

• Calculate family income and assess eligibility according to applicable guidelines and regulations.

• Assesses family fees based on income and number of children enrolled

• Maintain accurate and complete client records in case management databases.

• Explain program policies, procedures, eligibility requirements, and participant responsibilities to families.

• May coordinate the recruitment, processing, and monitoring of local area relative providers

• Respond to client inquiries by phone, email, and in person in a professional and timely manner.

• Monitor ongoing eligibility and identify changes that may affect benefits.

• Coordinate with child care providers, employers, educational institutions, and community agencies as needed.

• Ensure compliance with federal, state, and local regulations governing child care assistance programs.

• Prepare reports, correspondence, and documentation related to eligibility determinations and case management activities.

• Participate in audits, quality assurance reviews, and program monitoring activities.

• Maintain confidentiality of sensitive client information.

• Attend required training sessions and stay informed of policy and regulatory changes.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of child care assistance programs, public benefit programs, or human services programs.
• Understanding of eligibility determination processes and documentation requirements.
• Ability to interpret and apply policies, procedures, and regulations.
• Strong analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to manage multiple cases and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office Suite and case management systems.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Strong organizational and recordkeeping skills.
• Ability to work independently and as part of a team.

EDUCATION AND EXPERIENCE:

• A four-year college degree with major emphasis in Business or the Social/Behavioral Sciences preferred.
• One to three years of experience in eligibility determination, case management, customer service, workforce development, social services, or a related field.
• Familiar and sensitive to the unique needs of economically disadvantaged individuals and families of diverse ethnic backgrounds.
• Must have strong, effective oral and written communication skills, as well as strong interpersonal skills.
• Bilingual (English/Spanish) preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT :

• PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.

• WORK ENVIRONMENT: Work is primarily performed in an office environment with frequent interaction with clients. May require prolonged periods of sitting, computer use, and telephone communication. Occasional travel for meetings, training, or outreach activities may be required. Fast paced, demanding physically and mentally, will be in constant communications.

PERFORMANCE EXPECTATIONS

• Process applications and recertifications accurately and within established timelines.
• Maintain compliance with program regulations and quality standards.
• Provide exceptional customer service to applicants, participants, and community partners.
• Meet productivity, accuracy, and case management performance goals.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.