ELIGIBILLITY COUNSELOR 1* - 02252025-65737

Job Information

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, ADULT AND FAMILY SERVICES DIVISION, COFFEE COUNTY

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

This position is designed as Hybrid (In office and Remote).

Qualifications

Education and Experience: Bachelor's degree.

Substitution of Experience for Education: Qualifying full-time professional eligibility determination experience and/or a combination of para-professional experience as an Eligibility Assistant or a State contractor serving in this capacity for the Department of Human Services may be substituted for the required education on a year-for-year basis.

OR

Two years of full-time para-professional experience as an Eligibility Assistant or a State contractor serving in this capacity for the Department of Human Services.

Necessary Special Qualifications: Applicants for this class must:

• Complete a criminal history disclosure form in a manner approved by the appointing authority;
• Agree to release all records involving their criminal history to the appointing authority;
• Supply a fingerprint sample prescribed by the TBI based criminal history records clerk.

Overview

This classification learns to perform eligibility determination work of average difficulty. An employee in this class is customer facing and learns to interview customers and determine eligibility for SNAP and TANF programs. This classification performs responsibilities at the learning level under direct supervision. This classification differs from the Eligibility Counselor 2 in that an incumbent of the latter functions at the working level.

• An applicant appointed to this classification will be reclassified to an Eligibility Counselor 2 after successful completion of a mandatory one-year training period; 'unacceptable' or 'needs improvement' performance ratings during the training period will result in automatic demotion or termination.

Responsibilities

• Learns to manage a workload of initial and on-going eligibility determinations for SNAP and TANF programs based on specific demographic and economic criteria in accordance with Federal and State requirements through independently conducting probing interviews with customers by phone or in person.
• Learns to provide case management for initial SNAP and TANF eligibility, ongoing eligibility, and customer changes to assess impact on continued eligibility through direct customer engagement via phone or in person.
• Learns to calculate monthly income and expenses to ensure accurate budgeting. Documents information regarding verifications requested/received, benefits and services provided, and other case-related activity using a computerized case record and/or paper case files.
• Learns to ensure accurate receipt of entitled benefits by reviewing, verifying and utilizing data provided by customers and multiple electronic systems while maintaining confidentiality.
• Learns to assist customers with the application process and scheduling appointments.
• Learns to review and interprets program policy and explains eligibility and ongoing responsibilities for programs/services to ensure customer understanding.
• Learns to assess customer's strengths and considers their goals, desired outcomes, work activities, and supportive services to aid in self-sufficiency. Identifies benefits and services that may be available to customers within the Department or from external sources and makes referrals as appropriate.
• Learns to develop and maintains partnerships with vendors and outside organizations to obtain information, promote programs and identify available services and benefits to effectively meet customer needs and promote self-sufficiency.

Competencies (KSA's)

Competencies:

• Tech Savvy
• Decision Quality
• Optimizes Work Processes
• Communicates Effectively
• Instills Trust

Knowledges:

• Customer and Personal Language
• English Language

Skills:

• Mathematics
• Active Learning and Listening
• Complex Problem Solving
• Time Management

Abilities:

• Deductive Reasoning
• Inductive Reasoning
• Problem Sensitivity
• Written Comprehension

Tools & Equipment

• General Office Equipment
• Computer/Laptop/Tablet
• Multifunctional Printer (Print/Scan/Fax/Copy)
• Calculator