POSITION OVERVIEW:

The Eligibility Worker classifications determine the eligibility of applicants and recipients for public assistance programs through interactive interviewing and fact gathering; maintain current knowledge of program regulations and procedures necessary for multi-program caseload administration; initiate and process casework through automated systems; identify needs and make appropriate referrals for health, social, and/or employment services; and perform related work as required. This role will uphold and champion the agency’s mission, vision, and values and contribute to a collaborative and inclusive work culture.

Essential Job Functions and Responsibilities:

• Performs interactive interviews to elicit eligibility information, obtain and/or verify financial, employment, tax and personal demographic information and determine eligibility for public assistance programs and services
• Analyzes financial and eligibility information to determine initial or continuing eligibility for multiple aid programs
• Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services
• Ensures accuracy and completion of application and declaration forms
• Resolves discrepancies by securing documentation, medical records and confirmation from other agencies
• Enters and retrieves numerical and narrative data and issues benefits from an automated computer system
• Determines the level of benefits to which the client is entitled by making complex computations and/or computer entries and then analyzing the results
• Reviews and interprets information provided on a variety of forms both by the client and third parties to assist with eligibility determination

[Administrative Duties]:

• Monitors on-going eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions on changes
• Determines need for additional services and makes referrals as needed for employment and other services to outside agencies to assist clients toward self-sufficiency and directs clients accordingly
• Organizes and prioritizes caseload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy
• Enters and maintains case records, including written narratives, forms and computer documents in a clear and readable format
• Troubleshoots task and/or case issues to determine appropriate resolution of problems, involving Help Desk as needed
• Communicates both orally and in writing with clients and others related to the initial and ongoing eligibility determination while maintaining confidentiality
• Responds to questions and complaints of clients in person, by telephone, mail and/or email communication
• Provides pertinent forms and pamphlets to clients as required
• Identifies suspected fraud and makes referrals for investigation
• Makes referrals to social service workers as needed
• Participates in special projects, studies, work assignments and committees
• Prepares correspondence and reports

Other

● Attend trainings and participate in events relevant to key responsibilities

● Track and regularly report on key metrics for responsible function areas

● Leads and collaborate on special projects related to agency objectives as appropriate

QUALIFICATIONS & EXPERIENCE:

● High-school diploma/GED and/or some college education

● 2-4 years of full-time clerical work, community outreach involving public contact, interviewing, completion of forms or eliciting information from the public

● Qualifying experience or education may be combined in order to meet the above requirements.

● Proficiency in both

● Non-Profit and Community Based Organization experience highly desirable.

● Demonstrates and models excellent “customer service” orientation, especially in the ability to interact with people at all levels within and outside the agency.

● Thinks independently and can make informed decisions when needed.

● Exercises extreme discretion with the ability to hold, balance and transmit public and confidential information needed by various parties.

● Proficient using MS Office products, particularly Word, Excel, Outlook and PowerPoint.

● Acquires or maintains proficiency in using Google Drive products, including Docs, Sheets, and Forms.

● Valid CA Driver’s license

o Auto insurance: Personal vehicle may be used for business related purposes; it is recommended you inform your auto insurance carrier.

● Current state-mandated guidelines requires employees in this position to be fully vaccinated against COVID-19, including booster shots. Accommodations may be available as required by law. Applicants who are offered a position will be asked about their vaccination status and applications will be required to provide proof of vaccinations against COVID-19 including booster shots. The agency can provide accommodations as required by law in certain circumstances.

Job Type: Full-time

Pay: $24.53 per hour

Expected hours: 37.5 per week

Benefits:

• 403(b)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Pet insurance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• community outreach: 2 years (Required)

Language:

• Spanish (Preferred)

Ability to Commute:

• Hayward, CA (Required)

Ability to Relocate:

• Hayward, CA: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person