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Salary Range: $20.71 - $31.07 per hour. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.
At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture, and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
The Mecklenburg County Department of Community Resources strives to strengthen families and communities through a safety-net of services, collaborations, and hope. Our vision is to define and cultivate an organizational culture that is more compassionate and understanding toward each other and our clients.
Position Summary: Process cases for public assistance programs including Family and Children's Medicaid & Private Living Adult Medicaid. This position under, minimal supervision, determines eligibility, obtains and verifies customer information, processes applications and re-certifications, makes referrals; and interacts with new and existing customers and third party entities to provide and process information in response to inquiries, concerns and requests, reviews and benefit changes. This position is responsible for working in at least two of the programs listed above.
Performance Expectations Notice: This role requires the successful completion of a structured training program and continuous adherence to departmental performance and quality standards. If you do not meet initial benchmarks, you will get extra training and an opportunity to re-test. In accordance with Mecklenburg County Human Resources Policy, failure to meet job performance expectations may lead to termination. Alternatively, the department may choose to reassign you to a vacant Eligibility Specialist I position, which includes a reduction in pay.
Work Location: This position may be assigned to either Valerie C. Woodard at 3205 Freedom Dr, Charlotte, NC 28208 or Ella B. Scarborough at 430 Stitt Rd, Charlotte, NC 28213. Primary Work Schedule: Monday – Friday, 8:00 am to 5:00 pm (This is an in-office position, telework is not available).
Essential Functions:
- Interviews customers, gathers information, and inputs data into appropriate systems
- Verify customer’s information through paper documentation, on-line search and phone calls
- Determine program eligibility and processes applications and/or recertification
- Process applications/recertifications for two programs
- Perform data entry and maintains system files and databases on clients, providers, and program services
- Respond to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefits status
- Maintain extensive knowledge of multiple social services programs
- Some positions may be required to directly work on enrollment and eligibility activities within the NC FAST system
- May be required to staff shelters in the event of a disaster
Minimum Qualifications
Experience:
Minimum of four years of experience in customer service with direct interaction with members of the public.
Education:
High School Diploma or equivalent
Licenses and Certifications:
- May require a valid North Carolina or South Carolina Driver's License
- Annual Motor Vehicle Record (MVR) check required
- Successful completion of the CPCC Caseworker Training Program (or another participating program) will be awarded credit for one year of work experience
Preferred Qualifications:
- Associates degree preferred
- Current experience processing and determining eligibility in at least two NC Social Services eligibility programs such as Private Living Adult Medicaid or Family and Children's Medicaid.
- Bilingual (Spanish and English) proficiency oral and written
Knowledge, Skills, and Abilities
Knowledge of:
- Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
- Modern office practices, procedures, and equipment
- Familiar with social service programs
Skills:
- Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
- Service Orientation; actively looking for ways to help people
- Being aware of others' reactions and understanding why they react as they do
- Talking to others to convey information effectively
- Communicating effectively in writing as appropriate for the needs of the audience
Abilities:
- Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
- Continuous Learning / Applied Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application
- Contributing to Team Success / Collaboration: Actively participating as a member of a team to move the team toward the completion of goals; working effectively and cooperatively with others; establishing and maintaining good working relationships.
- Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs
- Energy / Inspiring Others: Using interpersonal styles and methods to inspire and guide individuals toward higher levels of performance
- Ethical Decision Making: Identifying and understanding issues, problems, and opportunities comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
- Managing Work: Effectively managing one’s time and resources to ensure that work is completed efficiently
- Motivation Fit: The extent to which activities and responsibilities available in the job and the organization’s mode of operation and values provide personal satisfaction
Computer Skills:
Proficient in various computer applications including Microsoft Office Suite
Work Environment:
Works in an office setting with moderate noise
Reasonable Accommodations Statement:
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Disclaimer Statement:
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements, or working conditions. Other duties may be assigned based on business need and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.
