The Eligibility Specialist is responsible for managing intakes, eligibility, and referrals for the CDSA Infant -Toddler program. The Eligibility Specialists interacts with new and existing customers to provide and process information in response to inquiries, concerns and requests.

• Assist call center or walk-in contacts, interview customers, gather information, and input data into appropriate systems

• Verify customer’s information through paper documentation, on-line search and phone calls and determines program eligibility

• Process applications for single program basic benefits

• Respond to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefit status and customer record changes

• Perform data entry and maintains system files and databases on clients, providers, and program services

• Maintain basic knowledge of multiple social services programs or in-depth knowledge in one program

• Perform work in a high volume, fast-paced environment with continual customer interaction

• May be required to staff shelters in the event of a disaster

Experience:

Minimum of two years of experience in customer service with direct interaction with members of the public.

Education:

High School Diploma or equivalent

Combination of relevant education and relevant experience accepted?: Yes

• May require a valid North Carolina or South Carolina Driver's License

• Associate's degree preferred

• Bilingual (Spanish and English) proficiency oral and written

• 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. See more occupations related to this knowledge

• 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
  

• 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

• 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

• Proficient in various computer applications including Microsoft Office Suite

Physical Demands

Frequency

Must be able to remain in a stationary position 50% of the time.

Frequently (10 to 24 hrs/week)

The person in this position needs to move about from point X to point Y.

Occasionally (up to 10 hrs/week)

Operates a computer or other office equipment.

Constantly (26 or more hrs/week)

Ascends/Descends a ladder to perform duties or operate equipment.

Not Applicable

The person in this role is required to position themselves to maintain equipment such as computers, servers, machinery, etc.

Not Applicable

The person in this role frequently communicates and must be able to exchange and convey information.

Constantly (26 or more hrs/week)

Must be able to review information on paper or computer.

Constantly (26 or more hrs/week)

Must be able to discern information from long distances.

Not Applicable

Must be able to detect or distinguish flavor or smells.

Not Applicable

Demand

Weight

Frequency

Must be able to carry/move equipment

10 lbs or less

Occasionally

Must be able to carry/move equipment

11-20 lbs

Occasionally

Must be able to carry/move equipment

21-50 lbs

Not Applicable

Must be able to carry/move equipment

51-100 lbs

Not Applicable

Must be able to carry/move equipment

Over 100 lbs

Not Applicable

Works in an office setting with moderate noise

Selection

This classification has been identified as having a role in the development of ADA compliant technologies and for which the incumbent agrees to follow County policies to the best of their abilities in order to meet these obligations.

No

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.

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.

Mecklenburg County requires proof of COVID-19 vaccination as a condition of employment for any new Mecklenburg County employees.