The City of Richmond Department of Social Services is seeking a highly qualified candidate with strong customer service skills, effective time management abilities, and exceptional computer skills to fill the position of Benefit Programs Specialist IV. The ideal candidate will have strong analytical skills which will assist with the interpretation of policy and procedures, expertise in implementation, and excellent organizational and interpersonal skills.
The Benefit Programs Specialist IV classification is a leadership level, performing lead work related to benefit programs. Employees are responsible for serving as a lead worker and providing guidance to other Benefit Programs Specialists. Employees also serve as support for the supervisor by performing tasks such as ensuring staff coverage, workload balance, training staff, reviewing case files, and providing back‑up supervision of staff. This position also offers the ability to telework a minimum of 50% of time.
Responsibilities
Serves as lead worker and assists supervisor by conducting program training for staff, reviewing case files and providing back‑up supervision of staff
Serves as a resource to staff by answering questions related to policies and procedures, suggesting effective methods of case management, and providing consultation regarding complex cases
Prepares case records and reports
Works on the most complex and sensitive cases; Interprets policies and procedures applicable to the various benefit programs, assists staff and clients in issues related to initial and continuing determination of eligibility of individuals and families
Collects and compiles statistics from caseloads
Provides training to other eligibility workers on an individual or group basis
Coordinates training programs and orientation for new employees and clients
Explores alternative sources of income and assistance
Responds to inquiries from the public concerning public assistance programs and eligibility requirements
Ensures that established deadlines are met
Prepares monthly reports and maintains records of activities
Assists in training new staff on policy and procedural matters
Coordinates and interacts with other community resources and partners to assist clients in meeting assessed needs
Detects fraud cases and makes appropriate referrals to supervisor, and assists with fraud investigation activities
May be assigned specialized functions or projects requiring a broad working knowledge of public assistance functions (e.g., intake, fraud)
Maintains extensive current knowledge of programs and eligibility requirements, financial and non‑financial criteria, policies and guidelines as well as current forms, reports and other related documentation required for eligibility and services determinations
Performs other duties as assigned
Knowledge, Skills, and Abilities
Thorough working knowledge of federal, state, and local laws governing public assistance, services programs and welfare reform; broad understanding of basic human needs and of individual differences
Financial assistance programs sufficient to determine/re‑determine eligibility for benefits
Excellent working knowledge of interviewing techniques and skills in interviewing and eliciting needed information from applicants and recipients. Demonstrated skills in using supportive counseling techniques to enhance and develop clients’ problem‑solving capabilities
Operating a personal computer and agency software
Communicating effectively both orally and in writing with broad spectrum of individuals to include but not limited to, customers, employers, courts, and medical professionals in person and on the phone
Analyzing information and determining from a variety of sources missing information and gaps and making mathematical computations. Demonstrated ability to assess client needs through collection and analysis of employment history and pertinent personal, family and cultural information
Apply acquired knowledge of human behavior and social functioning
Ability to maintain professional ethics related to confidentiality of client information
Excellent organization skills with the demonstrated ability to plan and execute work effectively to successfully manage caseload and complete assigned tasks accurately and in accordance with applicable requirements and deadlines
Ability to multi‑task while maintaining integrity of time sensitive and confidential documents
Ability to read, understand and accurately interpret complex public assistance and services policies and regulations
Establish and maintain effective working relationships with others in a positive and tactful manner under sometimes stressful situations
Minimum Training and Experience
High school diploma with experience in benefit programs, and use of computer software and hardware) with additional related work experience in a leadership role
Six (6) or more years of relevant work experience in various federal, state and local public assistance and benefit programs or services programs
An equivalent combination of training and experience which provides the required knowledge, skills and abilities may be used to meet the minimum qualifications of the classification
Licensing, Certifications, and Other Special Requirements
Completion of required Benefit Programs training
Preferred Training and Experience
Completed training and maintained proficiency in a minimum of six programs (e.g., SNAP, F&C, ABD, EA, or TANF), including specialized programs (e.g., LTC, AG, Refugee Assistance, General Relief)
Experience in mentoring new employees
Completed and obtained certificates in a minimum of two leadership development courses
Served as a lead worker within a teamActed as a quality assurance case reader and/or acting supervisor
Bilingual experience is preferred
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The Benefit Programs Specialist IV classification is a leadership level, performing lead work related to benefit programs. Employees are responsible for serving as a lead worker and providing guidance to other Benefit Programs Specialists. Employees also serve as support for the supervisor by performing tasks such as ensuring staff coverage, workload balance, training staff, reviewing case files, and providing back‑up supervision of staff. This position also offers the ability to telework a minimum of 50% of time.
Responsibilities
Serves as lead worker and assists supervisor by conducting program training for staff, reviewing case files and providing back‑up supervision of staff
Serves as a resource to staff by answering questions related to policies and procedures, suggesting effective methods of case management, and providing consultation regarding complex cases
Prepares case records and reports
Works on the most complex and sensitive cases; Interprets policies and procedures applicable to the various benefit programs, assists staff and clients in issues related to initial and continuing determination of eligibility of individuals and families
Collects and compiles statistics from caseloads
Provides training to other eligibility workers on an individual or group basis
Coordinates training programs and orientation for new employees and clients
Explores alternative sources of income and assistance
Responds to inquiries from the public concerning public assistance programs and eligibility requirements
Ensures that established deadlines are met
Prepares monthly reports and maintains records of activities
Assists in training new staff on policy and procedural matters
Coordinates and interacts with other community resources and partners to assist clients in meeting assessed needs
Detects fraud cases and makes appropriate referrals to supervisor, and assists with fraud investigation activities
May be assigned specialized functions or projects requiring a broad working knowledge of public assistance functions (e.g., intake, fraud)
Maintains extensive current knowledge of programs and eligibility requirements, financial and non‑financial criteria, policies and guidelines as well as current forms, reports and other related documentation required for eligibility and services determinations
Performs other duties as assigned
Knowledge, Skills, and Abilities
Thorough working knowledge of federal, state, and local laws governing public assistance, services programs and welfare reform; broad understanding of basic human needs and of individual differences
Financial assistance programs sufficient to determine/re‑determine eligibility for benefits
Excellent working knowledge of interviewing techniques and skills in interviewing and eliciting needed information from applicants and recipients. Demonstrated skills in using supportive counseling techniques to enhance and develop clients’ problem‑solving capabilities
Operating a personal computer and agency software
Communicating effectively both orally and in writing with broad spectrum of individuals to include but not limited to, customers, employers, courts, and medical professionals in person and on the phone
Analyzing information and determining from a variety of sources missing information and gaps and making mathematical computations. Demonstrated ability to assess client needs through collection and analysis of employment history and pertinent personal, family and cultural information
Apply acquired knowledge of human behavior and social functioning
Ability to maintain professional ethics related to confidentiality of client information
Excellent organization skills with the demonstrated ability to plan and execute work effectively to successfully manage caseload and complete assigned tasks accurately and in accordance with applicable requirements and deadlines
Ability to multi‑task while maintaining integrity of time sensitive and confidential documents
Ability to read, understand and accurately interpret complex public assistance and services policies and regulations
Establish and maintain effective working relationships with others in a positive and tactful manner under sometimes stressful situations
Minimum Training and Experience
High school diploma with experience in benefit programs, and use of computer software and hardware) with additional related work experience in a leadership role
Six (6) or more years of relevant work experience in various federal, state and local public assistance and benefit programs or services programs
An equivalent combination of training and experience which provides the required knowledge, skills and abilities may be used to meet the minimum qualifications of the classification
Licensing, Certifications, and Other Special Requirements
Completion of required Benefit Programs training
Preferred Training and Experience
Completed training and maintained proficiency in a minimum of six programs (e.g., SNAP, F&C, ABD, EA, or TANF), including specialized programs (e.g., LTC, AG, Refugee Assistance, General Relief)
Experience in mentoring new employees
Completed and obtained certificates in a minimum of two leadership development courses
Served as a lead worker within a teamActed as a quality assurance case reader and/or acting supervisor
Bilingual experience is preferred
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