07/01/1993 40110

OIM PROGRAM SERVICES ADVOCATE

DEFINITION: This is public relations and social service work providing responses and resolutions to inquiries and complaints received in the Office of Income Maintenance (OIM), Division of Hotline and Correspondence, Philadelphia and Allegheny County Assistance Offices (CAOs).

Employees in this class administer a program of community involvement and/or assist welfare clients, government agencies, legislative offices, service providers and the general public in resolving problems and answering questions related primarily to OIM programs and services. Work involves interpreting the Income Maintenance policies, regulations and procedures; determining the applicability of policies and regulations; reviewing case histories in order to obtain verification of program participation or to provide assistance to program offices or agencies in the analysis and information gathering necessary for problem resolution; and where appropriate, coordinating responses and problem resolutions with other program offices or agencies. Work includes providing consultative/directive services to CAOs; seeking out and making appropriate referrals to other public and voluntary service resources in order to ensure that all providers are made available to those in need; and preparing reports recommending methods of resolution based on identification or system problems and error trends. Work is performed under the general supervision of an administrative supervisor and is reviewed through conferences, correspondence and reports and results achieved.

EXAMPLES OF WORK: Promotes community understanding of OIM programs and policies through program presentations, meetings, public hearings and other public relations activities with community, political and civic groups, legislators, church and governmental social service agencies.

Reviews complaints from clients and other interested persons concerning OIM program services; identifies the nature and extent of the expressed problem and prepares appropriate replies.

Responds to inquiries concerning OIM programs, policies and procedures from welfare clients, client advocates, federal and state legislators, out-of-state public welfare agencies, medical providers, energy vendors and interested others.

Reviews, analyzes and interprets policies and procedures for Food Stamps, General Assistance, Aid to Families with Dependent Children, State Blind Pension, Refugee Assistance, Medical Assistance, Low Income Home Energy Assistance and other related OIM programs.

Reviews and /or directs reviews of case records through a Client Information System in order to obtain verification of program participation to ensure accuracy of information provided by the clients and to obtain solutions to complaints.

Composes letters to welfare clients, client advocates, and federal and state legislators regarding program requirements, eligibility decisions, appropriateness of the action taken by the CAO, or other service resources.

Coordinates inquiry/problem resolution with CAO, federal, state and local agencies; maintains follow-up to ensure that resolution of complaints/inquiries, alleged fraud and benefits abuse is achieved.

Seeks and makes appropriate referrals for service resources when welfare clients are not eligible for OIM program benefits.

Prepares reports concerning data and volume of correspondence processed, Helpline inquiries and resolutions, error trends and geographic incidence.

Prepares recommendations for changes in program policies and procedures and the need for staff development training programs through analysis of trends and error rates.

Prepares correspondence for the signature of the Secretary of Public Welfare, Deputy Secretary for Income Maintenance and the Hotline and Correspondence Chief in response to inquiries and complaints.

Collaborates with the Office of Legislative Relations, the Governor's Action Center, the Department of Aging, and other government agencies in the analysis and information gathering necessary for the resolution of case problems and inquiries.

Operates the toll-free Helpline system which includes the Telephone Device for the Deaf (TDD) System.

Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of federal and state regulations and Departmental policies and procedures governing all Income Maintenance Programs including the current administrative processes and procedures for determining benefit eligibility and correct delivery of appropriate benefits.

Knowledge of the operation of an Income Maintenance County Assistance Office.

Knowledge of the OIM Client Information System and related data systems.

Knowledge of public and voluntary service resources available to provide information or to refer clients or their families for needed services.

Knowledge of individual and group behavior.

Knowledge of current social, economic and health problems and resources.

Knowledge of social casework principles and practices.

Ability to understand, interpret and apply federal and state regulations, policies and procedures for all Income Maintenance programs.

Ability to review and evaluate case material.

Ability to respond to inquiries and complaints relating to Income Maintenance policies or regulations and to prepare correspondence explaining the process for obtaining and determining eligibility.

Ability to identify and analyze problems, recommend solutions and plan strategies for accomplishing implementation of solutions to problems and complaints.

Ability to establish and maintain effective working relationships with federal and state officials and staff of public and private agencies, organizations and individuals providing services for the needy.

Ability to communicate effectively, orally and in writing.

Ability to exercise sound judgment in differing circumstances and to act in a responsible and professional manner by assessing and resolving issues related to client benefits and services.

MINIMUM EXPERIENCE AND TRAINING: Three years of responsible professional experience in the field of income maintenance; and a bachelor's degree;

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Any equivalent combination of experience and training.