Job Specification Details

Entry level 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 other various DCF administered assistance programs including but not limited to 3SquaresVT, Medicaid, Temporary Assistance to Needy Families (TANF), General Assistance, Essential Persons and Fuel Assistance. Duties include determination or assistance with determination of applicant needs and referrals to other appropriate resources and advocacy for services. Considerable communication skills are needed in working with applicants and program recipients. Work is performed under the direction of the Benefits Programs Specialist (BPS) and/or the Senior Benefits Programs Specialist, under the supervision of an Economic Services Supervisor. Duties at this level are distinguished from the BPS class by assignment of more routine cases and/or greater availability of upper level assistance.

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.

Direct client contact both in-person and on the phone, interviewing 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. Sends applicants notification of their eligibility status and benefits. Evaluates applicants'/recipients' social service needs such as housing, food, clothing and medical attention and makes appropriate referrals. Refers recipients of TANF financial assistance to Reach Up Case Manager for case management services. May intervene in crisis situations and act as advocate for needed services. Maintains effective control of assigned work to assure prompt processing of all case actions. Re-determines program eligibility at prescribed timeframes or when changes in client circumstances dictate review. As an eligibility subject matter expert, may also be expected to provide support and shadowing to new staff. May recommend policy and procedural changes to supervisor. Responds to public inquiries and may provide public education concerning DCF programs. Performs related duties as required.

Duties are performed largely in an office setting. Workload is moderately heavy with constant need for prompt accurate decisions. Incumbents must be organized and able to function independently while balancing competing priorities. 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 standard office operations.

Knowledge of interviewing principles and practices.

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

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

Ability to analyze financial resources and decipher how to include or exclude to various programs and sub-programs.

Knowledge of and ability to apply basic computer skills.

Knowledge of public and private agencies providing client services.

Maintain accurate and detailed documentation necessary to support determination.
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, with guidance from senior positions.

Possess strong deductive and inductive reasoning skills and the ability to grasp detailed and complex concepts.

General knowledge of state and federal laws, rules, and regulations applicable to public welfare programs and how they interact with each other.

Ability and skill in arithmetic computation.

Ability to thoroughly analyze and understand and/or present the overall needs of the applicant.

Ability to communicate effectively both orally and in writing to varying levels of mental capacities, educations levels, and disabilities.

Ability to de-escalate highly charged situations and work in a fast-paced environment.

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.

Two (2) years or more of experience in a customer service environment that included: regular use of computer programs AND clerical work and data entry.

Experience providing direct client services in a human service setting

Candidates must pass any level of background investigation applicable to the position. In accordance with AHS Policy 4.02, Hiring Standards, Vermont and/or national criminal record checks, as well as DMV and adult and child abuse registry checks, as appropriate to the position under recruitment, will be conducted on candidates, with the exception of those who are current classified state employees seeking transfer, promotion or demotion into an AHS classified position or are persons exercising re-employment (RIF) rights.