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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50432524 |
Description Activated On: 1/29/2026 4:29:22 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 will be responsible and accountable for determining and explaining eligibility for financial assistance, Medicaid, SNAP, LIHEAP, Nursing Home Care, and Waivers as well as any additional programs the Department administers for applicants/recipients in accordance with state regulations. Assignments 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. This position can be assigned to perform customer service or processing work depending on operational need and call volume. 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. Complete a rigorous Income Maintenance Standardized Training Program. Results of quizzes and assessments are factored into successful completion of training. Answers customer phone calls and assists customers with case inquiries, case maintenance, and eligibility determination, communicating on a continuous basis with customers and other members of the public by responding promptly and professionally. Performs casework via incoming telephone calls, mail-ins, online submitted and review of scanned information received by the Customer Service Center, Processing Center or County Assistance Office. Establishes for and explains to customers ongoing/continued benefit eligibility with the use of state and federal regulations for all OIM programs. Communicates orally and occasionally in writing on a continuous basis with customers, authorized representatives, third party contacts and other members of the public by responding promptly and professionally to incoming telephone calls. Requests or verifies information needed to prepare for interviews, conducting interviews, or determining ongoing and continued eligibility by completing forms, letters and memos addressed to the customer or third party. 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. Resolves all job assignments assigned to the position timely, which include but are not limited to applications, redeterminations, reports, paperwork, and narratives. This includes analyzing, assembling, and evaluating information provided by the customer to determine eligibility/ineligibility using various DHS/OIM policies and procedures. Orally explains OIM/DHS policies and procedures to customers as it relates to changes in their benefits and services, while answering questions and handling complaints as they arise. Interacts objectively 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. Notifies customers of eligibility/ineligibility of benefits and services both orally and via written notice. 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 Participate in Outreach efforts for the various programs administered by the Department at local agencies to enhance community awareness of the benefits offered at the County Assistance Office. 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. Uses internal computer systems such as eCIS and CIS (Client Information System) to determine eligibility for financial assistance, Medicaid (MA resources and income are determined manually), and Supplemental Nutrition Assistance Program (SNAP). Navigates the Genesys Platform to receive and appropriately address and route incoming calls from the public and OIM customers. Uses eCIS Change Center Module to create and act on Customer Service Center tickets relating to communication of case information and reported changes. Uses the IEVS system to review computer matches with various agencies and Departments to determine continued eligibility of customers. Reviews and acts on automated as well as manually created alerts scheduled, which are customer specific. Images documents to the electronic record. Completes automated and manual ARRC referrals. Completes LIHEAP determinations timely and any assignments supporting LIHEAP. Completes necessary Employment and Training Program system screens. Reviews the Office of Income Maintenance Intranet - What's New section and any other relevant policy and procedure to remain up to date with policy updates and changes. Occasional travel to attend trainings and/or meetings. |
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. Determines if applicants or recipients meet the eligibility requirements for public assistance programs and makes referrals for appropriate services. Supervision is general with the supervisor available for conference when problems arise within the caseload and available to discuss manual procedures and policy as needed. Work is assigned as received. The supervisor will review work through comprehensive and targeted reviews, reports available from the database and through discussion with the employee. |
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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. N/A 5. N/A 6. N/A |
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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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