Job Information

LOCATION OF (4) POSITION(S) TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, ADULT AND FAMILY SERVICES DIVISION, SHELBY COUNTY

For more information, visit the site below:

https://www.tn.gov/content/dam/tn/human-services/documents/HRC0009675_EA_Shelby_040124.pdf

This is an on-site position.

Qualifications

Education and Experience: High school diploma or equivalent and experience equivalent to two years of full-time clerical or customer service experience.

OR

One year of experience as an Eligibility Clerk with the State of Tennessee.

Necessary Special Qualifications: Applicants for this class must:

Summary

Summary: Under immediate supervision, performs eligibility-related paraprofessional work of routine difficulty; and performs related work as required.

Responsibilities

Interpreting the Meaning of Information for Others:

• Interprets policy and procedure guidelines in relation to client circumstances to ensure clients' understanding.

• Remains up-to-date on new policies and procedures as they are implemented in order to ensure accurate benefit receipt.

• Explains rules, regulations, policies, procedures, and benefits determinations to clients or other interested parties to ensure program availability.
• Promotes a positive image of the department by focusing on great customer service while fulfilling the Department's mission.

• Verifies accuracy of information provided by clients during the interview process to ensure the client receives the benefits in which they are entitled.
• Compares client information such as names, addresses, social security numbers, phone numbers, benefits and services provided, eligibility criteria, and other data against state databases to ensure accuracy.

• Listens to information applicants provide concerning their eligibility and obtains documentary evidence to support that information to ensure proper eligibility determination.
• Interviews applicants to determine needed social services.
• Asks applicants questions needed to obtain information related to their eligibility status to determine proper benefit eligibility.
• Obtains information from various databases and other needed sources to assist Eligibility Counselor in eligibility determination.
• Reviews case documentation to develop an understanding of previous case circumstances to assist during interview process.

• Resolves general client concerns regarding agency programs, policies, and procedures to assist clients.

• Provides verbal assistance and support to co-workers, vendors, and clients to meet their immediate and long-term needs.

• Documents information obtained during client interviews into eligibility determination system for future reference and as justification for case actions taken.
• Documents receipt of applications, change forms, and other necessary documents into electronic case file for future reference.
• Documents client contacts into electronic case file for informational purposes.

• Prioritizes daily, weekly, and monthly activities to ensure all work is completed by the established deadlines.
• Organizes activities within workload to ensure all work is completed timely.
• Plans schedule to effectively and efficiently complete required daily activities.
• Develops a process to organize client applications and verifications to plan for daily work.

• Develops and maintains healthy working relationships with co-workers and vendors to promote productivity and effectively serve client needs.

• Communicates verbally and/or electronically with outside organizations to obtain information regarding client circumstances.
• Communicates verbally and/or electronically with outside organizations or vendors to provide information regarding client eligibility.

• Enters applications, verifications, simplified reporting forms, and other required documents into various databases and filing systems for future retrieval.
• Enters necessary information into state databases as required by current procedures.
• Enters client contact information changes into the eligibility determination computer system to ensure clients receive proper notification.

• Communicates verbally and/or electronically with supervisors and peers in the exchange of information regarding client eligibility to see that client needs are met.
• Communicates questions through appropriate chain of command to obtain policy or procedural clarification.
• Communicates daily schedules and activities verbally and/or electronically with supervisors and peers to maintain a balanced workflow.

• Identifies benefits and services that might be available to clients both from the Department and from related outside sources to assist in meeting client needs.

• Reschedules appointments verbally and electronically for clients to review benefit eligibility.

Competencies

Competencies:

• Basic arithmetic applications
• Basic computer knowledge
• Basic knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Basic office skills such as word processing and managing files and records
• Basic principles for providing customer service

• Active learning
• Active listening
• Basic Computer Skills
• Basic customer service skills
• Basic mathematical skills
• Communicating effectively as appropriate for the needs of the audience
• Critical thinking, problem-solving, and decision-making
• Reading Comprehension-Understanding written sentences and paragraphs in work related documents
• Service Orientation-Actively looking for ways to help people
• Social Perceptiveness-Being aware of others' reactions and understanding why they react as they do
• Time management

Abilities:

• Deductive Reasoning-Applies general rules to specific problems to produce answers that make sense
• Flexible and adaptable in various situations and environments
• Inductive Reasoning-Combines pieces of information to form conclusions
• Multi-Tasking
• Number Facility-Ability to add, subtract, multiply, or divide quickly and correctly
• Oral Comprehension-Understands information and ideas presented
• Oral Expression-Communicates information and ideas so others will understand them
• Perceptual Speed-Accurately compares similarities and differences
• Performs simple office tasks
• Retains information
• Selective Attention-Concentrates on tasks over a period of time without being distracted
• Speed of Closure-Ability to quickly make sense of, combine, and organize information
• Works as part of a team

Tools & Equipment

Personal Computer

Telephone

Multifunction Printer

Fax Machine

Other Office Equipment as Needed