Full Time- Non Exempt Position.
Pay Range :
- $22.07-$28.20 Job Summary The Office Assistance III (Economic Support) provides technical and administrative support to the Economic Support Unit.
Responsibilities include entering data into the state CARES system, assisting clients with benefit applications, supporting document submission, contacting the Moraine Lakes Consortium via the lobby phone, and helping clients apply online using lobby computers or mobile application.
The position also issues temporary FoodShare cards, greets clients and visitors, and facilitates all mandated lobby services for Economic Support programs.This role requires strong customer service skills, the ability to balance client needs, and the capacity to prioritize multiple tasks and deadlines each day.Essential Functions and Responsibilities The following duties are primarily performed and are essential for this position. Employees are expected to be able to perform each of these job duties satisfactorily and successfully with or without reasonable accommodations to be qualified for the position. Other duties may be required and assigned. 35% Reception Walk-in Support and Directed Calls :
Provides direct customer service to walk-in clients and callers while adhering to HIPAA and confidentiality standards.Conducts eligibility pre-screening, reviews verification documents, and assists with submitting materials through CARES or ACCESS.GOV.Identifies needs for interpretation, translation, or other accommodations and helps clients determine appropriate interview modalities (phone, in-person, or video).Verifies identity, explains Health Care, FoodShare, and Child Care program requirements, and assists clients using lobby phones, computers, and video equipment, including basic troubleshooting.Responds to Economic Support callers with professionalism and excellent customer service skills.Performs eligibility pre-interview screens for completeness of applications and verification documents.Documents complaints and explains the Complaint and Hearings processes.Communicates detailed and sensitive information effectively and concisely over the phone, maintaining confidentiality and discretion.Utilizes the state Genesys call system to document calls, performs customer satisfaction surveys, and reviews CARES data to confirm callers are authorized to receive case information, providing explanations of required authorizations.Answers questions from providers and community members, directs calls to appropriate individuals or programs for resolution, and refers clients to community resources.Maintains accurate documentation and enters data into statewide systems.Build and sustain effective working relationships with staff, clients, and community partners.Uses sound judgment when assisting individuals with diverse needs and responds to crisis situations with tact, compassion, and appropriate referrals. 15% CARES Inbox Processing & Case Transfers :
Uses CARES to determine client status, review application materials, and assign cases to appropriate workloads (Family / Elderly Blind Disabled, or Long-Term Care).Reviews Inbox documents and maintains electronic case files.Verifies case transfer eligibility for Ozaukee County, contacts clients to confirm residence, and checks whether they are served by other human service divisions.Ensures transferred cases are not mid-process.Schedules all Child Care phone appointments and identifies Kinship and Foster Care cases for proper routing. 25% Hybrid work support :
Processes requests to mail, scan, or fax documents.Prints and distributes all materials received for workers and mails or scans to electronic case files.Prints all Incomplete Notices for customer pick up or mailing; Supports the compilation of Fraud Reports, Disseminates and receives Hearing documents; Ensures clients receipt of Hearing notices prior to hearings / meetings; Mail additional verification documentation for applications and required forms needed to be mailed to clients when additional information required for application to be completed.Assist in submissions to state agencies, including the Department of Children and Families and Department of Health Services for the purpose of reviews, quality assurance or reporting; Performs problem resolution by gathers facts and information from clients of Economic Support staff who are working remotely triaging to identify whether a scheduled appointment is needed and completing scheduling; Logs and disseminates items received and sent from various Economic Support outward facing emails, inbox and faxes at least twice daily :
Reviews emails / faxes, completes or forwards appropriately; logs and inventories equipment troubleshooting its functioning; In emergent circumstances or complex cases CARES enters and categorizes all eligibility documents to determine appropriate document codes to scan to Electronic Case File for viewing; Processes Economic Support mail; disseminates homeless mail to client’s. 10% Vault Food Share Cards : Issues temporary FoodShare Cards within state Department of Human Services guidelines.Reviews case details to confirm eligibility for a temporary card by gathering facts required to approve issuance, utilizing Department of Health Services Checklist and procedures documenting FoodShare Card numbers and completing the required log to prevent Fraud, Waste and Abuse; Assisting customers in setting a PIN for their temporary card; Contacts counties in the Moraine Lakes Consortium regarding FoodShare inquiries as appropriate; Explains Food Share policy to client; Provides FoodShare card information to community members, and Ozaukee County Staff assisting individuals applying for FoodShare :
Provides referrals to food resources when individuals express food insecurity. 5% Operational Assistance : Ensures daily functionality of lobby equipment and coordinates troubleshooting or IT support.Tracks lobby services utilization data and prepares a report monthly; Tracks and maintains yearly training requirements for staff; Tracks equipment assignments and recoups and maintains equipment upon employee departure; Performs note taking activity for Moraine Lakes Director’s assisting in creating and disseminating the agenda and minutes; Scheduling meetings in various modalities face to face or in person; in-person; Assists in creating content for Economic Support Lobby Display; Maintains TEAMS SharePoint Sites; Interfaces with the states regarding required publications and forms for Medicaid, Food and Nutrition Services and Child Care Subsidy programs; Assists in the dissemination and maintenance of yearly in conflict of interest, HIPAA and benefit reporting forms; Assists in organizing consortium and division trainings as well as meetings; Aids in development of materials that support day to day benefit eligibility determinations; Tracks and maintains data dashboard for Ozaukee County and Consortium level data. 10% Back-Up Support for Lobby Services :
Provides coverage for lobby services during staff breaks, absences, or time off to ensure uninterrupted client support.Greets clients and assists with in-person inquiries, navigating clients both in-person and via phone to the appropriate Human Services programs.Maintains confidentiality and adherence to HIPAA standards while providing accurate information on Human Services programs.Refers clients to appropriate resources, documents interactions, and ensures smooth continuity of services during staff coverage periods.Supervision Exercised None Minimum Education Qualifications Education and / or Experience Requirements :
High School Diploma and up to one year of College, Business, Technical or Secretarial school. Individual is required to satisfactorily complete training on the CARES (state) training program.Three to five years general office experience with advanced skills in Microsoft Office Products including Access (creation / updating databases), Publisher (desktop publishing), Word and Excel and experience in working in a behavioral health setting.Licenses, Certifications, and Other Requirements :
N / A Minimum Knowledge, Skills, and Abilities Qualifications In order to perform the functions and responsibilities of the position (listed above) the following knowledge, skills, and abilities are essential. Excellent people, communication, and organizational skills.Must maintain a high degree of confidentiality.Ability to work under distraction.Maintain client rights and confidentiality.Ability to multi-task.Advanced knowledge of Microsoft Office software products including word processing, spreadsheets, desktop publishing and navigating the Internet.Ability to be a team player.In evaluating candidates for this position, Ozaukee County may consider a combination of education, training, and experience which provides the necessary knowledge, skills, and abilities to perform the duties of this position. Physical Requirements Prolonged periods of sitting and working on a computer.Periodic periods of standing or walking.Work Environment Inside office work in a professional office setting. Works in close proximity with other economic services and clerical staff. EOE / ADA Statement Ozaukee County is an Equal Opportunity Employer.In compliance with the Americans with Disabilities Act, Ozaukee County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement or affect the at-will nature of the employment arrangement between the employee and company and is subject to change by the employer as the needs of the employer and requirements of the job change. Ozaukee County offers a generous benefits package including :
health, dental, life, & vision insurance; free employee health clinic & Teladoc; paid holidays, vacation, & sick time; state of Wisconsin WRS defined benefit pension program; bonus opportunities; employee fitness room; wellness program & wellness reimbursement; tuition reimbursement & continuing education opportunities; and more!Please note some that benefits offered are dependent on full-time / part-time status.Ozaukee County prohibits discrimination and harassment of any type against applicants and employees on the basis of race, color, religion, sex, national origin, age, handicap, disability, genetics, veteran status or military service, marital status or sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state or local laws.Ozaukee County also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans With Disabilities Act and applicable state and local laws.Powered by JazzHR
