Job Specification Details

The Senior Benefits Programs Specialist (Senior BPS) is a critical component of the organizational structure that supports the delivery of excellent customer service and provides valuable guidance, support, and training to a team of Benefits Programs Specialists. This position is the first line responder and the primary subject matter expert of all aspects of the programs administered by the Economic Services Division. It is the Senior BPS' responsibility to ensure that their team has the knowledge and tools needed to effectively perform their jobs. Support is accomplished through a variety of coaching and training methods on topics such as customer service skills, eligibility determination, policy, business processes, and system utilization. Work is performed under the supervision of an Economic Services Supervisor.

The Senior BPS is expected to be able to perform all aspects of the Benefits Programs Specialist's responsibilities in addition to knowing the organization's needs, program changes, and special project needs. They are expected to review complex cases for resolution or identify the level of involvement needed from other supports such as the Fraud Unit, the policy and program specialists, attorneys, IT, the district management team, and/or the training unit.

The Senior BPS is the primary resource for team members to ask questions about eligibility, rules, policies, case research, and business procedures for all programs. Handles escalated calls and callbacks as needed. The Senior BPS is skilled and professional in handling irate customers to resolve problems and/or set them on a path to resolution and satisfaction.

It is necessary for the Senior BPS to analyze cases to determine that the appropriate benefit determination was approved. This requires an extensive understanding of budgets and what is included in the computation process.

The Senior BPS maintains subject matter expertise and business process mastery for all programs administered by the Economic Services Division. Also, the Senior BPS must have an expert understanding of the system and how it processes entries, so to identify discrepancies and technical issues versus training opportunities.

As a front-line coach to the Benefits Programs Specialists (BPS), the Senior BPS understands the fundamentals of Adult Learning Theory. They are clear, calm, and patient in their responses and coaching delivery, recognizing that different people have different learning styles. The Senior BPS is skilled at giving effective constructive feedback, sincere appreciation and regular encouragement to front line staff.

The Senior BPS supports and acts as back-up to the Training Team by delivering in-house trainings, providing subject matter expertise to the BPS and reinforcing content that was delivered in trainings. They participate in business process design sessions, ensure the design of up-and down-stream handoffs are smooth and user-friendly for clients and staff.

The Senior BPS may assign work to team members as requested by the Supervisor. They also support staff productivity by seeking ideas from the team for improving work distribution and making suggestions to Supervisors.

Duties are performed in a standard office setting during standard State office times. Some travel may be necessary, for which private transportation must be available when a State Fleet vehicle is unavailable. Stressful interactions with upset or emotional customers, over the phone and in person, will occur. Staff workload may be heavy at varying times. Occasionally, work outside of typical business hours may be expected.

Must be knowledgeable and proficient in databases, processing systems, Microsoft Word, Microsoft Excel, Microsoft Outlook, SharePoint, and supporting systems (OnBase, ACCESS (Legacy System).

Must have a complete and thorough understanding of Benefits Programs Specialist's roles and responsibilities; including the application process and determinations for all Economic Services Division's Programs.

Ability to stay organized and work effectively independently and in a team environment.

Ability to communicate effectively and deescalate irate and/or emotionally charged customers regarding their benefit determination.

Ability to explain complex instructions, regulations and policies in a clear and easy-to-understand manner and by varying methods.

Previous experience or demonstrated ability to deliver constructive and encouraging feedback in a customer service environment.

Ability to effectively present and teach complex business processes to groups and/or individuals.

Accurate keyboarding skills to enable processing of large volumes of work in a timely manner.

Working with, and communicating to, culturally diverse groups of individuals and accommodating their different needs and viewpoints.

Knowledge and application of basic computer skills.

Ability to communicate effectively verbally and in writing.

Working knowledge of state and federal laws, rules and regulations applicable to all Economic Services Division programs.

Ability to read, interpret, and apply complex rules, regulations, policies, and procedures.

Ability to work effectively in a fast-paced, evolving organization.

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

One or more years as a Benefits Programs Specialist, Benefits Programs Specialist Trainee, VHC Support Services Specialist, or Benefits Program Mentor. 

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.