Disability Call Agent I
The NC Disability Determination Services (NCDDS) Division is the state agency responsible for making medical determinations on disability claims for the Social Security Administration and state Medicaid office. The division adjudicates over 140,000 initial disability applications, reconsiderations, reviews for continuing eligibility, and continuing disability review appeals under the Social Security and Supplemental Security Income program and disability applications for Medicaid. Applications are forwarded to Disability Determination Services (DDS) from local Social Security offices or in the case of Medical Assistance claims, from the County Department of Social Services. Agency personnel is responsible for obtaining medical and vocational information on applicants, evaluating the findings under Social Security Administration (SSA) disability criteria, and preparing determinations and notices to advise the Applicant of the decision on the claim.
The Disability Contact Center Representative is responsible for answering incoming phone calls to the Disability Contact Center (Inbound Call Center). The Disability Contact Center is the first level of contact for the external customer. The representative is responsible for responding to the needs and questions and providing information to external customers. The representative uses their scope of knowledge to assist and resolve issues.
This position is located in the Disability Contact Center within DDS. The Disability Call Agent (DCA) is responsible for answering incoming phone calls to the Disability Contact Center (Inbound Call Center). The Disability Contact Center is the first level of contact for the external customer. The DCA will independently manage high call volume from claimants, schools, SSA Field offices, and others in the medical and legal communities. The DCA will handle calls with courtesy and professionalism when responding to customer inquiries and will adhere to the Disability Contact Center Policies. The DCA is responsible for communicating relevant information for each contact to the appropriate persons in accordance with DCC guidelines. The DCA is also expected to assist in providing coverage for the DDS receptionist area as requested by the DCC supervisor. The DDS receptionist greets incoming visitors, notifies appropriate personnel when their respective visitors arrive, answers and redirects incoming agency calls as necessary, and provides assistance to the processing center as needed by sorting mail and performing other basic clerical tasks as requested by agency management. The DCA is responsible for planning and organizing tasks so that deadlines are met, providing accurate and complete information to internal and external customers, and determining when it is necessary to involve adjudicators, supervisors and managers. The call agent may be required to provide clerical support services for professional staff in a case processing unit.
Knowledge, Skills and Abilities / Competencies
To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all of the following:
- Demonstrated experience in written and oral communication with individuals from varying backgrounds.
- Demonstrated experience in switching between multiple tasks.
Minimum Education and Experience Requirements
High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.