Human Services Agency Senior Eligibility Worker (2905) – Citywide – (X00114)

City and County of San Francisco•San Francisco, CA

21d

About The Position

Under general supervision, eligibility workers serve clients from diverse cultural and socio-economic backgrounds by reviewing and determining initial and continuing eligibility for a variety of human services programs. Positions in this classification require strong customer service skills, including the ability to communicate clearly, listen actively, and respond with empathy and professionalism. Senior Eligibility Workers are responsible for carrying out rules and regulations pertaining to various social service programs, explaining them to clients and the general public, and providing assistance in a courteous and respectful manner to ensure a positive client experience. 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.

Requirements

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.
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.
Applicants must meet the Minimum Qualification requirements by the filing deadline unless otherwise noted.
Special Condition – Bilingual Proficiency: Some positions may require bilingual fluency in a variety of languages depending upon the department’s bilingual needs. Only those eligible candidate who pass the bilingual proficiency test will be considered for bilingual positions. Applicants must indicate on the application form the language(s) in which they claim proficiency.

Responsibilities

Interviews clients by telephone or in person in various locations (e.g. offices, client’s home, hospitals, various institutions) to gather all relevant and pertinent information in order to determine new or continuing program eligibility.
Explains eligibility programs, qualification standards, policy and procedures to clients; assists clients in completion of applications, forms and reports when necessary; reviews and evaluates applications for completeness and accuracy; answers questions and provides information to clients and the general public both in person and over the phone.
Applies legal criteria to determine eligibility; prepares client’s budget to determine eligibility; provides recommendations regarding financial eligibility for assistance programs; determines eligibility and grant amount; reviews and determines re-certification.
Uses various computer software/systems to: input and maintain confidential client eligibility information, verify information, update case records, process applications, and ensure correct administration of benefits.
Reviews and verifies statements and information received from applicants to identify and resolve discrepancies; reviews, identifies, and corrects discrepancies when assigned to different tasks or cases.
Verifies and resolves client problems involving non-receipt of benefits; navigates various computer software/systems to identify and resolve issues.
Reviews selected cases as needed with supervisor to assess the quality of the eligibility determination process.
Prepares and generates correspondence addressed to clients, client’s representative(s), and State agencies.
Refers potential and current clients to a variety of social work services, specialists, and community-based partners, as needed.
Writes detailed case narratives that summarize critical eligibility information and document interactions.