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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00019764 |
Description Activated On: 1/13/2026 3:47:13 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The employee occupying this position is responsible and accountable for obtaining from recipients and applicants the necessary information to determine, redetermine and explain eligibility for Cash Assistance, Supplemental Nutrition Assistance Program (SNAP), Medical Assistance, Long-Term Care and Waivers, and Low Income Home Energy Assistance (LIHEAP) and establishes the type of benefits in accordance with State and Federal regulations. This Income Maintenance Caseworker performs Income Maintenance Casework via incoming telephone calls, mail-ins, online submissions and review of scanned information received in the Allegheny County Assistance Offices. The employee assists customers with case inquiries, case maintenance and eligibility determination/redetermination, communicating on a continuous basis with customers and other members of the public by responding promptly and professionally. The assignments may include responsibility for “real time” case record updates while answering questions regarding a full array of DHS Community benefits and services in response to incoming calls and/or continuous processing of cases. A limited number of programs still require manual determination of benefits. Job duties are carried out under the general supervision of an Income Maintenance Casework Supervisor. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. All new hires will successfully complete a rigorous Income Maintenance Standardized Training Program. Results of quizzes and assessments are factored into successful completion of training. Establish, explain and notify customers of eligibility/ineligibility of ongoing/continued eligibility for programs administered by this agency with the use of state and federal regulations in a professional and confidential manner both orally and via written notice. Maintain high levels of customer service while working with diverse populations. Work with clients to ensure all needs are met through services provided by the County Assistance Office (CAO) and/or outside social service agencies relating, but not limited, to housing, mental health, drug and alcohol, childcare, and free or reduced lunch. Prepare for and conduct in depth telephone interviews, gather and provide information, assist clients to complete required forms, when necessary, and verify eligibility criteria. Complete an initial screening and eligibility determination of applicants for Cash Assistance, SNAP, LIHEAP and Medical Assistance based on correct application of policy and client circumstances. Request or verify information needed to prepare for and conduct interviews or determine ongoing and continued eligibility by completing forms, letters and memos addressed to the customer or third party. Manage a caseload consisting of individuals and families receiving benefits. Determine continuing eligibility for benefits by assisting clients in obtaining verification and completing necessary forms. Issue dispositions within required deadlines providing qualifying information to applicants and recipients. Responsible for information, referrals and case management of all assigned cases. Caseload management, includes responding to paper and computer-generated alerts and reports, creating controls based on individual customer circumstances, responding to hearing/appeals processes, acting on reported case changes and any other caseload management duties that may be necessary or assigned Authorizes changes to the computer database such as but not limited to address and/or telephone numbers, adding household members, removing household members, changing and/or adding social security numbers, changing and/or adding earned or unearned income and changing shelter/utility costs. Correctly analyze and apply state and federal policy to complex client circumstances in order to ensure timely and accurate determination and/or benefit amount. Type thorough and accurate case comments that provide a detailed explanation of client household, client circumstances, verifications, forms, and benefits. Disposing timely, all job assignments and data input and issue benefits to assure accurate and timely determination of initial and continued eligibility. Use sophisticated systems to process, track and issue benefits. This includes a web-based eligibility system, all Microsoft programs, and scanning and imaging hardware. Provide case maintenance by responding to computer generated information and changes in client circumstances, set controls for future changes, respond to hearings/appeals process, and complete required reports. Notify the supervisor of work status through pre-scheduled conferences in order to ensure that appropriate action is taken, that all pending actions are completed timely, and that all work is submitted and/or accounted for as required by policy/procedure. Provide information and referral services by identifying special needs, discussing these needs with the client, and making appropriate referrals to programs, such as Disability Advocate Program (DAP), employment and training programs, community agencies and services, etc. Process overpayments by assessing income, resources and other pertinent information. Investigate all complaints and file appropriate notices and reports using the proper forms. Attend hearings as an agency witness in order to assure benefits are properly processed. Communicate with clients, authorized representatives, third party contacts and other members of the public by responding promptly and professionally to incoming correspondence and telephone calls. Documents actions taken in order to ensure prompt and accurate responses to all verbal and written inquiries. Orally explain OIM/DHS policies and procedures to customers as it relates to changes in their benefits and services while answering questions and handling complaints. Objectively interacts with OIM customers in potentially stressful situations and settings by providing information and referrals appropriate to the nature of the customer’s needs including community services/resources such as food banks, shelters, etc. Attend training, workshops, meetings, etc. as needed, to review policy and procedure or to learn new or changed information. Establish and maintain courteous and respectful working relationships with unit members and other co-workers within the agency, with the general public either in person, on the telephone, and/or in writing and with supervisory and/or managerial staff in order to work effectively with co-workers, supervisors and the general public. Conduct work activities with respect for the civil rights of all persons. Maintain acceptable attendance by demonstrating punctuality, adhering to policies concerning sick leave usage, scheduling annual and personal leave in advance, adhering to established work schedules and to call-off procedure to facilitate an effective workforce. Income Maintenance Caseworkers in this position may also be assigned Special Projects, Caseloads or Hotlines that may arise from new programs or from changes to existing program regulations for indefinite periods of time after training for these things are received by the worker. Participate in special projects/surveys and other duties by contributing and/or gathering information, attending seminars, speaking to the public, and following specific instructions in order to assist in the functioning of the County Assistance Office. Adhere to all safety procedures and complies with all requirements related to work-related injuries. The employee will perform other related duties as required. Essential Functions: 1.Frequently moves throughout an office to perform daily job functions. 2.Communicates effectively both orally and in writing 3.Constantly operates various types of office equipment such as but not limited to, personal computers, copy machines, fax machines, data entry devices, scanners, carts, telephones, calculators, etc. 4.Uses various computer applications 5.Learns and applies current policies, procedures, and regulations 6.Conducts interviews and obtains, assembles, analyzes and evaluates information to determine eligibility for income maintenance benefits. 7.Assembles, analyzes, and evaluates information 8.Frequently performs mathematical calculations to determine eligibility for various income maintenance programs. 9.Attends training, workshops, and meetings 10.Travels to other work sites as required. 11.Frequently learn and appropriately apply policies, procedures and regulations pertaining to income maintenance programs. 12. Frequently learns job related materials through various media and teaching methods. 13. Constantly interact objectively and with sensitivity to employees, applicants, customers, management in stressful or difficult situations. Work Conditions Assigned work duties are performed in a controlled office environment. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Use of Computer Systems: IMC is required to use eCIS, CIS (Client Information System) to determine eligibility for financial assistance, Medicaid (MA resources and income are determined manually), and Supplemental Nutrition Assistance Program (SNAP). Navigate the Genesys Platform to receive and appropriately address and route incoming calls from the public and OIM customers. Use eCIS Change Center Module to create and act on Customer Service Center tickets relating to communication of case information and reported changes. Use the IEVS system to review computer matches with various agencies and Departments to determine continued eligibility of customers. Review and act on automated as well as manually created alerts scheduled, which are customer specific. Image documents to the electronic record. Complete automated and manual ARRC referrals. Complete LIHEAP determinations timely and any assignments supporting LIHEAP. Complete necessary Employment and Training Program system screens. Review of the Office of Income Maintenance Intranet - What's New section to remain up to date with policy updates and changes. Occasional travel to attend trainings and/or meetings. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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