Job Summary
This position in located in the Department of Human Services (DHS), Economic
Security Administration (ESA). The mission of the DHS is to empower every District
resident to reach their full potential by providing meaningful connections to work
opportunities, economic assistance, and supportive services.
The incumbent in this role is responsible for determining eligibility and enrolling
customers in public assistance programs in the District of Columbia that include
Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance
Program (SNAP), Medical Assistance, Interim Disability Assistance (IDA), Burial
Assistance, General Assistance for Children (GA-C), Alliance, and Child Care subsidy.
This job announcement may be used to fill any current and future vacancies throughout the DC Government, Department of Human Services (DHS). The starting salary for this position is typically negotiated up to $66,132.00, depending on qualifications and experience.
Duties And Responsibilities
Interviews customers in person and by telephone to collect information and verify the
evidence required for eligibility determinations. Utilizes all eligibility and other service delivery systems as well as electronic and paper information to look up case history, understand current eligibility, and identify any required actions from the customer or DHS. Works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by supervisor. Adheres to protocols and follows up appropriately to identify, escalate, and address any questions, concerns, and issues from both external customers and internal coworkers.
Provides high-quality customer service by listening respectfully and responding
appropriately, empathizing with the customer while identifying and documenting
barriers. Avoids handoffs and delays by leveraging available information and taking appropriate action to resolve questions and issues, reducing the need for additional interactions. Applies policies and procedures while reviewing applications, renewals/recertifications, reported changes, and other sources of information from DHS Customers to determine eligibility for SNAP, Cash Assistance, or Medicaid (MAGI or Non-MAGI) benefits programs, taking action to authorize, revise, continue, or discontinue financial assistance and other services.
Qualifications And Education
Successful completion of a full 4-year course of study in any field leading to a bachelor's degree, in an accredited college or university.
OR
Equivalent combinations of education and experience are acceptable.
OR
Applicants must have at least one (1) year of specialized experience equivalent to at least the next lower grade level in the formal line of progression. Specialized experience is experience which is in or directly related to the line of work of the position and has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. An example of specialized experience is experience in a program of direct social welfare services that included interviewing clients or recipient in person or by telephone in order to obtain clarification and verification of the evidence of need and eligibility presented by the applicant and other sources; or performing similar social service work.
Licenses and Certifications
None
Work Conditions/Environment
The work is performed in an office setting
Other Significant Facts
Tour of Duty: Monday-Friday 8:15am - 4:45pm (hours may vary)
Pay, Plan, Series & Grade, CS-0187-09
Promotion Potential: None.
Collective Bargaining Unit: This position is covered under a collective bargaining agreement represented by AFSCME 2401 and you may be required to pay an agency service fee through direct payroll deduction.
Emergency Designation: This position has been designated as Emergency. Employees occupying positions designated as Emergency are required to:
EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
This position in located in the Department of Human Services (DHS), Economic
Security Administration (ESA). The mission of the DHS is to empower every District
resident to reach their full potential by providing meaningful connections to work
opportunities, economic assistance, and supportive services.
The incumbent in this role is responsible for determining eligibility and enrolling
customers in public assistance programs in the District of Columbia that include
Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance
Program (SNAP), Medical Assistance, Interim Disability Assistance (IDA), Burial
Assistance, General Assistance for Children (GA-C), Alliance, and Child Care subsidy.
This job announcement may be used to fill any current and future vacancies throughout the DC Government, Department of Human Services (DHS). The starting salary for this position is typically negotiated up to $66,132.00, depending on qualifications and experience.
Duties And Responsibilities
Interviews customers in person and by telephone to collect information and verify the
evidence required for eligibility determinations. Utilizes all eligibility and other service delivery systems as well as electronic and paper information to look up case history, understand current eligibility, and identify any required actions from the customer or DHS. Works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by supervisor. Adheres to protocols and follows up appropriately to identify, escalate, and address any questions, concerns, and issues from both external customers and internal coworkers.
Provides high-quality customer service by listening respectfully and responding
appropriately, empathizing with the customer while identifying and documenting
barriers. Avoids handoffs and delays by leveraging available information and taking appropriate action to resolve questions and issues, reducing the need for additional interactions. Applies policies and procedures while reviewing applications, renewals/recertifications, reported changes, and other sources of information from DHS Customers to determine eligibility for SNAP, Cash Assistance, or Medicaid (MAGI or Non-MAGI) benefits programs, taking action to authorize, revise, continue, or discontinue financial assistance and other services.
Qualifications And Education
Successful completion of a full 4-year course of study in any field leading to a bachelor's degree, in an accredited college or university.
OR
Equivalent combinations of education and experience are acceptable.
OR
Applicants must have at least one (1) year of specialized experience equivalent to at least the next lower grade level in the formal line of progression. Specialized experience is experience which is in or directly related to the line of work of the position and has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. An example of specialized experience is experience in a program of direct social welfare services that included interviewing clients or recipient in person or by telephone in order to obtain clarification and verification of the evidence of need and eligibility presented by the applicant and other sources; or performing similar social service work.
Licenses and Certifications
None
Work Conditions/Environment
The work is performed in an office setting
Other Significant Facts
Tour of Duty: Monday-Friday 8:15am - 4:45pm (hours may vary)
Pay, Plan, Series & Grade, CS-0187-09
Promotion Potential: None.
Collective Bargaining Unit: This position is covered under a collective bargaining agreement represented by AFSCME 2401 and you may be required to pay an agency service fee through direct payroll deduction.
Emergency Designation: This position has been designated as Emergency. Employees occupying positions designated as Emergency are required to:
- Provide advice, recommendations, and/or specific functional support necessary for the continuity of operations during a declared emergency.
- Remain at their duty station, or alternate work location (approved by their supervisor), if activated, when a situation or condition occurs and results in early dismissal for nonessential/non-emergency employees.
- Report to their duty station, when activated, on time and as scheduled when a situation or condition occurs during non-work hours, and results in the late arrival or closing of District government offices for non-essential/non-emergency employees.
- Telework during a declared emergency, instead of remaining or reporting to his or her duty station, if directed by the agency head (or designee), supervisor or manager
EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.