Eligibility Counselor 1* - 06302022 - 33213
Education and experience: Bachelor’s degree.
Substitution of Experience for Education: Qualifying full-time professional eligibility determination experience may be substituted for the required education on a year-for-year basis.
Substitution of Experience for Education: Qualifying full-time para-professional experience as an Eligibility Assistant for the Department of Human Services may be substituted for the required education on a year-for-year basis.
Necessary Special Qualifications: Applicants for this class must:
- Complete a criminal history disclosure form in a manner approved by the appointing authority;
- Agree to release all records involving their criminal history to the appointing authority;
- Supply a fingerprint sample prescribed by the TBI based criminal history records clerk.
This classification learns to perform eligibility determination work of average difficulty. An employee in this class is customer facing and learns to interview customers and determine eligibility for SNAP and TANF programs. This classification performs responsibilities at the learning level under direct supervision. This class differs from the Eligibility Counselor 2 in that an incumbent of the latter functions at the working level.
*An applicant appointed to this classification will be reclassified to an Eligibility Counselor 2 after successful completion of a mandatory one-year training period; ‘unacceptable’ or ‘needs improvement’ performance ratings during the training period will result in automatic demotion or termination.
- Learns to manage a workload of initial and on-going eligibility determinations for SNAP and TANF programs based on specific demographic and economic criteria in accordance with Federal and State requirements through independently conducting probing interviews with customers by phone or in person.
- Learns to provide case management for initial SNAP and TANF eligibility, ongoing eligibility, and customer changes to assess impact on continued eligibility through direct customer engagement via phone or in person to customers applying for and receiving benefits.
- Learns to calculate monthly income and expenses to ensure accurate budgeting.
- Learns to document information regarding verifications requested/received, benefits and services provided, and other case-related activity using a computerized case record and/or paper case files.
- Learns to verify accuracy of information and verifications provided by customer to ensure receipt of benefits to which they are entitled.
- Learns to input, review, and utilize data from multiple electronic systems while maintaining confidentiality of customer data.
- Learns to assist customers with the application process and scheduling appointments.
- Learns to review and interpret program policy and explain eligibility and ongoing responsibilities for programs/services to ensure customer understanding.
- Learns to assess customer’s strengths and consider their goals, desired outcomes, work activities, and supportive services to aid in self-sufficiency.
- May learn to develop an individualized and mutually agreed upon plan for employment and/or training to meet customer’s needs and promote self-sufficiency and review, plan, monitor and evaluate family’s needs, activities, and progress.
- Learns to develop and maintain partnerships with vendors and outside organizations to obtain information, promote programs and identify available services and benefits to effectively meet customer needs and promote self-sufficiency.
- Learns to identify benefits and services that may be available to customers within the Department or from external sources and makes referrals as appropriate.
-Competent in understanding others while demonstrating an advanced ability to emphasize with others, maintaining composure, and acting with integrity and trust.
-Knowledgeable in basic mathematics.
-Skilled in active listening and learning and being organized and adaptable.
-Skilled in making quality decisions and solving complex problems.
-Ability to work independently and meet deadlines and departmental goals.
-Ability to use inductive and deductive reasoning and be objective and resourceful.
-Ability to use Microsoft Office products, type efficiently, and use oral and written communication effectively with sensitivity to problems.
Tools and Equipment Used
-General office equipment
-Multifunctional Printer (print/scan/fax/copy)