2905-Human Services Agency Senior Eligibility Worker

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: Human Services Agency Senior Eligibility Worker

Job Code: 2905

INTRODUCTION

Under general supervision, perform a variety of technical duties in the review and determination of initial and continuing client eligibility for public assistance programs.

DISTINGUISHING FEATURES

This class utilizes the deep class concept and encompasses multiple levels of responsibility from entry through the fully-experienced journey level. Incumbents with little or no experience in the duties of the class perform beginning-level work and perform at increasingly higher levels of responsibility that require a commensurate higher degree of ability and initiative as experience is gained.

Positions in this classification are responsible for carrying out well defined rules and regulations pertaining to various categorical aid programs and explaining them to applicants and the general public. Positions in this class have regular contacts with clients, their relatives, and representatives of outside agencies and the public.

The 2905 Human Services Agency Senior Eligibility Worker is distinguished from the 2903 Hospital Eligibility worker and the 2908 Senior Hospital Eligibility Worker in that classes 2903 and 2908 determine patient eligibility for medical coverage under the terms of various public and private health plans and financial assistance programs. Additionally, the 2905 class is distinguished from the 2913 Program Specialist in that the 2913 class performs higher level technical assignments for eligibility support programs.

SUPERVISION EXERCISED

MAJOR, IMPORTANT, AND ESSENTIAL DUTIES

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Schedule and interview clients in the offices of the Human Services Agency, in the client�s home, or various institutions.

2. Explain eligibility programs, qualification standards, policy and procedure to clients; assist clients in completion of applications, forms and reports when necessary; review and evaluate applications for completeness and accuracy; prepare client budget to determine eligibility.

3. Apply legal criteria to determine eligibility; provide recommendations regarding financial eligibility for assistance programs; determine eligibility and grant amount according to established policies and procedures; review and determine re-certification.

4. Prepare case records related to client eligibility information and financial assistance received; update case records; submit required reports.

5. Investigate statements and information received from applicant through the use of telephone or written verifications.

6. Investigate and resolve client problems involving non-receipt of benefits.

7. Review cases with supervisor in assessing the quality of the eligibility determination process and procedure.

8. Compose and prepare correspondence to clients, references, and State agencies; gather statistical data and prepare reports as required.

9. Answer questions and provide information to clients and the general public regarding assigned program area.

10. Refer clients in need of case work services to members of social service staff; may provide limited referrals to resources within the community on matters related to income maintenance; refer clients to appropriate agencies according to established procedures.

11. Perform related duties as required.

IMPORTANT AND ESSENTIAL KNOWLEDGES, SKILLS, AND ABILITIES

Knowledge of: Basic interviewing and investigative skills and techniques; office procedures, methods and computer equipment; and basic mathematics.

Ability to: Learn departmental programs, policies, procedures and terminology; learn principles and procedures of record keeping; learn to interpret and apply pertinent Federal, State, local and departmental laws, rules, regulations, policies and procedures regarding assigned program; learn to plan, organize and prioritize caseload; learn to interview applicants for public assistance and obtain confidential information relative to personal, family, financial, medical or other circumstances of client relating to eligibility; learn to evaluate data and provide recommendations on eligibility of client; maintain accurate records and meet program deadlines; operate a computer terminal and standard office machines; make accurate mathematical computations; type and enter data at a speed necessary for successful job performance; effectively communicate with and elicit information from clients in difficult situations;;interact and communicate with people from a wide range or cultures; communicate clearly and concisely, both orally and in writing; establish and maintain cooperative working relationships with those contacted in the course of work; learn services offered by related agencies; deal with the general public in a courteous manner; handle difficult situations, maintain confidentiality, be empathetic and demonstrate interpersonal skills and empathy in the course of work.

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Sixty (60) semester units or ninety (90) quarter units from an accredited college or university OR

Experience:

1. Two (2) years of clerical work experience which includes the following: use of computer applications to input and retrieve information; regular public contact to provide assistance or acquire detailed personal or confidential information; and interpreting and applying rules, regulations and policies; OR

2. One (1) year of experience determining eligibility for health and/or social services programs, loans, financial assistance, unemployment or veterans benefits.

License and Certification: None

Substitution:

Thirty (30) semester units or forty-five (45) quarter units from an accredited college or university may substitute for one (1) year of the work experience under experience requirement number #1.

SUPPLEMENTAL INFORMATION

PROMOTIVE LINES:

To: 2907 Eligibility Worker Supervisor

ORIGINATION DATE:

AMENDED DATE:

3/15/1993; 7/22/2014; 3/27/2015

REASON FOR AMENDMENT To accurately reflect the current tasks, knowledge, skills and abilities defined in the most recent job analysis conducted for this job code.

BUSINESS UNIT(S): COMMN

Standard information

Disaster service work

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Historic and future compensation