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Economic Support Team Leader

St. Croix County
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POSITION SUMMARY:
This position provides leadership, technical expertise, training, and guidance to reception staff responsible for lobby services and Economic Support staff responsible for determining eligibility and benefits for all division programs such as FoodShare, Long Term Care, Medical Assistance, and Wisconsin Shares Child Care Subsidy. The role supports daily local and consortium operations and ensures staff compliance with policies, procedures, and performance. The essential pillars of this role are program expertise, technical proficiency, confidentiality, empathy, communication, and organizational, analytical, and problem-solving skills. 

ESSENTIAL FUNCTIONS:
 

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.

  • Supports daily employee operations, including assessing coverage, delegating assignments, prioritizing tasks, and stepping in as needed to meet timelines, performance expectations, and consumer needs.
  • Answers phones in a Call Center setting, answers questions, provides case status updates, processes changes, troubleshoots problems, responds to emergency needs, re-determines eligibility and processes verification's.
  • Performs case management duties including directly responding to consumer inquiries, resolving concerns and complaints, and coordinating services with other health and human services divisions and community agencies. Records, maintains, reviews, and regularly corrects benefit levels and other documentation.
  • Provides technical support and mentorship to new and existing staff, by identifying and addressing knowledge and skills, responding to staff questions, monitoring staff work and performance and supporting corrective measures.
  • Assists with orientation, training delivery, and staff development utilizing various tools, resources, training modules and on-the-job training strategies.
  • Researches, interprets, and applies federal, state, and consortium policies and procedures for determining program eligibility and issuing benefits.
  • Provides input to Administrator on orientation, training, hiring, staff assessment, performance evaluation, and performance improvement.
  • Acts as a liaison between consumers, staff, state, consortium partners, and other organizations regarding program, services, systems, and case-specific issues.
  • Represents the division and/or Consortium in administrative hearings, including researching the request, composing a detailed case analysis to outline the reason for the dispute and policy references used, corresponding with DHA and consumer during the hearing process, consulting with Corporation Counsel as needed, and addressing potential benefit errors and issuance's as a result of findings.
  • Assists in daily supervision of coverage, programs and services in absence of the Economic Support Administrator.
  • Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES  
 

  • Proficiency with required State and local systems and software, such as CARES Worker Web (CWW), Forward Health, Host-On-Demand (HOD), KIDS, Genesys Cloud Services, and Microsoft 365 cloud platform.
  • Strong understanding of case management and public assistance program policies and procedures.
  • Knowledge of interviewing techniques to elicit and probe for personal, financial, medical, or other sensitive information, including case file/computer records management.
  • Ability to accurately incorporate essential details into case documentation and document preparation.
  • Ability to prioritize, multitask, and perform complex work accurately within strict deadlines.
  • Knowledge of County state and federal policies, procedures and practices.
  • Knowledge of local government organization and its departmental operating requirements.
  • Ability to type accurately at a reasonable rate of speed.
  • Ability to work the allocated hours of the position.

LANGUAGE SKILLS  
 

  • Effective written and verbal communication skills.
  • Ability to read governmental policies and procedures, written instructions, general correspondence.
  • Ability to train and coach staff by breaking down complex programs, policies, and processes from the point of learning through application.
  • Ability to communicate effectively with other staff and partners to resolve consumer-related needs and concerns.
  • Ability to present complicated information to various stakeholders.
  • Ability to contribute to higher-level operational decisions in a leadership role by conveying needs and challenges relevant to daily activities and tasks.

MATHEMATICAL SKILLS
 

  • Ability to assess mathematical calculations, budgets, and financial guidelines.
  • Ability to comprehend complex forms, and employment, financial, legal and tax records.

REASONING ABILITY
 

  • Ability to interpret and implement policies, procedures, and regulations at local, state, and federal levels.
  • Strong problem-solving skills, with the ability to analyze information, think quickly, and exercise sound judgment.
  • Capacity to adapt to stressful situations while maintaining self-control and discretion.
  • Excellent organizational and time management skills with attention to detail and accuracy.
  • Ability to prepare and maintain clear, concise, and accurate records and reports.
  • Commitment to confidentiality and professional judgment in handling sensitive information.
  • Ability to maintain discretion regarding business-related files, reports and conversations, within the provision of open records law and other applicable Sate and Federal Statues and Regulations.

PHYSICAL AND WORK ENVIRONMENT:
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee s supervisor.  

PHYSICAL REQUIREMENTS
 

  • Regularly requires sitting, standing, speaking, hearing and using hands for repetitive motions.
  • Occasionally requires walking, stooping, kneeling, and reaching.
  • Ability to exert up to 10 pounds of force occasionally.
  • Requires standard vision, vocal communication, and hearing at normal spoken levels.
  • Involves preparing and analyzing written or computer data.
  • Work is performed in a remote office environment.

WORK ENVIRONMENT
 

  • This position is in an office setting which allows for remote work, as determined by the department s policies and operational needs.

MINIMUM QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE REQUIREMENTS
 

  • Associates Degree in the area of human services, finance, legal, or related field and two years experience determining eligibility for income maintenance and/or economic assistance programs; OR high school diploma/equivalent and four years  experience determining eligibility for income maintenance and/or economic assistance programs.
  • Must successfully pass criminal and caregiver certifications.

Full Pay Range: $25.80 - $35.95

Expected Pay Range: $25.80 - $29.19

FTE: 1.0

Department: HHS - Economic Support

St. Croix County is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination.  We take affirmative action to ensure equal opportunity for all applicants without regard to an individual s race, color, age, religion, sex, sexual orientation, national origin, gender identity, disability, marital status, veteran status, or other legally protected characteristics.