Job Specification Details

Technical and limited social services work in the Department for Children & Families (DCF) of the Agency of Human Services involving the determination of applicant eligibility for financial assistance and for a range of other DCF administered assistance programs including but not limited to Food Stamps, Medicaid, Temporary Assistance to Needy Families (TANF), General Assistance, Fuel Assistance and pharmacy programs.

Duties also include limited social services casework including determination of applicant needs, referral to appropriate resources and advocacy for services. Considerable communication skills are needed in working with applicants and program recipients. All employees of the Agency of Human Services perform their respective functions adhering to four key practices: customer service, holistic service, strengths-based relationships and results orientation. Work is performed under the supervision of an Economic Services Supervisor.

Interviews applicants for assistance. Explains department programs and eligibility requirements. Determines applicants' needs and what department programs are appropriate to help meet their needs. Reviews completed applications and, in combination with personal interviews, correspondence, and other relevant information, determines applicants' eligibility and benefits within prescribed timeframes. Verifies applicants' information as appropriate. Documents information in the department's computerized system and case records. Evaluates applicants'/recipients' social service needs such as housing, food, clothing and medical attention and makes appropriate referrals. Discusses with applicants/clients possible courses of action to mitigate or resolve personal or economic problems providing supportive counseling when indicated. Refers recipients of TANF financial assistance to Reach Up Case Manager for case management services. May testify at Fair Hearings. May recommend policy and procedural changes to supervisor. Responds to public inquiries and may provide public education concerning DCF programs.

Supports and troubleshoots for both local and remote ININ agents, Assists IT with the installation of new call center hardware e.g., PC's monitors, and wireless headsets. Works directly with AHS Desktop Support Manager or Designee to develop new Call Center desktop standards. Sets up workgroup queues and directories in ININ Client, troubleshoots login issues and alters as required to allow agents to use different workstations, installs AHS-ESD voice mailboxes as needed, maintains and updates Call Center resource tool, maintains records for login and licenses information for ININ client, assists users with basic computer needs e.g. signing into ININ client, setting up queues and directories, etc acting as tester and Subject Matter Expert with the ININ tool. Assists users in creating and submitting helpdesk requests. May be required to submit DUARS and AHS requests for support ticket issues and act as general liaison with IT. Performs related duties as required.

Duties are performed largely in an office setting. Workload usually heavy with constant need for prompt accurate decisions. Incumbents must be able to function independently. Private means of transportation should be available for necessary travel to training and/or meetings. Applicants may provide a variety of challenges including but not limited to highly emotional conditions: belligerency, inability to communicate, attempts at falsification and total discouragement.

Working knowledge of the social and behavioral causes of economic deprivation.

Knowledge of the social, cultural, economic, psychological and emotional factors influencing the attitudes and behavior of individuals and families.

Working knowledge of assistance programs and the basic philosophy underlying each.

Working knowledge of Windows Operating Systems and standard desktop office tools.

Knowledge of and ability to apply the principles and practices of social casework.

Knowledge of public and private agencies providing client services.

Knowledge of and ability to apply basic computer skills.

Ability to conduct mutually informative interviews, using accepted interview techniques and communication skills.

Ability to remain objective when interviewing individuals who may present a variety of emotions and behaviors, such as anger, belligerence, crying, etc.

Ability to comprehend and apply complex instructions and program regulations.

Ability and skill in arithmetic computation.

Ability to communicate effectively both orally and in writing.

Some technical support knowledge and troubleshooting abilities.

Ability to perform job duties within the framework of the four key practices of the Agency of Human Services: customer service, holistic service, strengths-based relationships and results orientation.

Education: Bachelor's degree.

Experience: none

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