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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00175498 |
Description Activated On: 4/16/2026 2:48:47 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. This position is in the Clerical Support Team in the Program Integrity Division, Bureau of Fraud Prevention and Prosecution (BFPP), Office of State Inspector General (OSIG). The employee in this position performs complex clerical work, which requires knowledge and application of Department of Human Services (DHS) and OSIG procedures, systems, software skills, and the ability to exercise independent judgment. |
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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. Work is performed with considerable independence in selecting priorities from incoming work and using analytical skills and judgment in the areas listed below. Answers customer calls on a multi-line specialized wireless telephone system, operates normal office business equipment, such as Xerox machine, fax, scanner, calculator, and uses a personal computer. Position is expected to complete other duties that may be assigned in addition to those listed below. 800 Line Duties: The OSIG operates two 800 lines: one is the welfare fraud tipline and the other line is responsible for all IRS intercept calls and other calls to establish repayment agreements. Answers all incoming calls to these 800 lines using a specialized wireless telephone system, Automated Call Distribution (ACD) that requires employees to log in and answer calls based on a truncated call system with proper telephone and screening techniques to effectively and efficiently respond to the caller. Apply hostile caller training when appropriate. Enters all tips received via the welfare fraud tipline into the OSIG Automated Tipline Service (OATS). Transcribes the tip information in a way to protect the confidentiality of the caller of a welfare fraud tip. Researches various complex internal and external computer systems such as CIS, OARS, MCI, Mapper and internet resource sites to verify inconsistent information that may be provided by the caller and to provide more detailed information for the investigative staff who will be reviewing the tip for possible investigation. Employee must use independent judgment to decide what information is pertinent to the complaint and what extraneous information can be removed. Independent judgment is exercised to determine if tip should be forwarded to investigative staff, or closed administratively due to insufficient information or lack of substance. Uses independent judgment to determine if complainant’s information is applicable to welfare fraud or if referral is necessary to another agency. Flags referrals for problems falling outside the province of the OIG to be referred to the appropriate agency for review and examination. Accesses various data systems to obtain the information necessary to respond to the caller regarding overpayment claims or intercepts. Explains claims to caller and advises caller of various options available to resolve claims, based on their knowledge of appropriate resolutions for specific types of claims and situations. Provides client with information regarding the documentation needed from them for payment plan requests, appeal requests, etc., based on the appropriate resolution for the issue. Prepares and sends EBT Withdrawal, Unable to Recoup, and Paid In Full notices for clients based on an evaluation of the claim and client circumstances. Uses independent judgment to negotiate and calculate monthly payment amount for extended payment plans with clients based upon their individual financial circumstances. Based upon the negotiations and calculations, creates and mails the repayment agreement to the client, which is the document that must be completed to formally establish payment plans with the OIG. Review returned forms for completion and return incomplete ones to clients. Sign completed client forms and upload into the OARS system. Responsible for entering narrative entries and uploading documentations in OATS and OARS for historical records. Reviews correspondence received on overpayments and determines action to be taken, including responding to requests for payment books. Inputs TIP complaints and overpayment referrals, updates Payment due dates and client information, and retrieves client information regarding hearings and claims. Assisting new employees by answering questions and providing guidance and information. New employees may be instructed by the supervisors to observe experienced employees handling of welfare fraud tip callers. SSI Duties: Establishes and computes Supplemental Security Income (SSI) claims by reviewing both the Client Information System (CIS) and the Social Security Administration’s forms SSA-L8125 and L8125-F6. Reports Interim Assistance payments for approved SSI cases through the Government to Government Online (GSO) system. Enters claim amount and status in OARS. Authorizes refunds when needed. Establishes and computes Unemployment Compensation (UC) claims by reviewing both CIS and the Office of Employment Security (OES) unemployment compensation records. Contacts OES on a daily basis to advise them of the number of checks the OIG needs to intercept to pay our claim. Initiates refunds when needed. Sends collection letters to clients who owe additional funds to the Commonwealth. Discusses and explains claim computations to clients and their legal representatives as well as with other agencies such as Social Security, Labor and Industry, and Child Support. Identifies overlapping cash assistance overpayments and forwards to their supervisor for re-computation and write-off. Initiates investigations of potential fraud in the cashing of SSI refunds. File Room Duties: Labels and combines all case folders and respective information according to the name, county, and case number in order to keep the filing system current for all regions. These case files consist of the following programs: subsidized child care, Long Term Care, EBT and FNS files, prosecution, warrants, administrative disqualification hearings (ADH), and closed reimbursement files. Additional filing duties include Disqualification back up materials and Bureau of Hearings and Appeals (BHA) hearing decisions. Examines and sorts all record requests from staff via email, telephone calls, and lists. Secures all information requested in order to direct the record to the correct regional office or individual requestor. Types list of all files being sent to the Record Center. Fills and transports record center boxes weighing between 25-40 pounds. Retrieves information on the location of the files at the record center and in archives. Reimbursement / Hearings and Appeals Duties: Reviews, sorts and tracks all reimbursement referrals (FAIR-173S). Specific referrals, which indicate the client has received the resource, are entered into DHS/OIG systems. Reads correspondence pertaining to bankruptcies, fair hearings, and reimbursement referrals (FAIR-173S) and determines what procedures to pursue in providing correct information, which is in accordance with any applicable administrative and legal constraints; and prepares responding correspondence on bankruptcy notices and fair hearing notices. Receives calls from clients and attorneys regarding bankruptcy filings. Enters data onto the case tracking system for fair hearing requests, including on-line data entry RMS update, and using established procedures, prepares and forwards such requests with appropriate distribution of copies to the Bureau of Hearings and Appeals. Enters data into OARS/tracking systems for bankruptcy notices, review, and enter claims in OARS. Updates cases in OARS, prepares letters, and initiates recoupment of benefits. DQRS duties, regional case file reviews: Prepares and analyzes monthly DQRS reports. Monitors and identifies workflow patterns, and problems associated with the disqualifications, by use of PC programs in order to avoid duplications or backlogs. Provides suggestions and/or recommendations to resolve problems. Monitors for thoroughness of information provided to DHS staff for determining appropriate recovery/disqualification action. Contacts other states to acquire material necessary to impose Out-of-State disqualifications. Prepares reports, charts and data on PC systems (Excel, etc) in order to analyze administrative operations and advises management on the status of DQRS and other projects as needed. Reviews all completed prosecution cases and field investigations coming in from the regional offices for accuracy. SNAP Trafficking Duties: Supports the SNAP Trafficking Team by updating recipient and store information contained in the Food Stamp Trafficking System building files, creating program letters sent to clients in the SNAP Trafficking ADH program, and uploading all case documentation and evidence into OARS. Overpayment Claims and Notice Processing: Receives manual Overpayment Referrals from BFPP Regional Offices and County Assistance Offices and reviews them for accuracy and proper documentation. Forwards incomplete Overpayments or Overpayments with missing documentation to the appropriate OIG staff to be returned to the County Assistance Office. Completes the Overpayment template in OARS by transferring all necessary data from the manual referral. Completes and mails the overpayment notice for the client. |
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. Work is assigned by the Clerical Supervisor with clear instructions, policy guidelines, and detailed instructions on completion dates. Work is spot checked and reviewed for compliance with OIG Policy and Procedures. All work is reviewed by the Administrative Officer for compliance with agency goals and objectives established by the Chief, Program Integrity and Operations Division, and the Director, Bureau of Fraud Prevention and Prosecution. |
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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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