The Human Services Agency is seeking qualified Benefits Service Specialists (Unclassified, Temporary) to perform a variety of tasks for applicants and recipients of public assistance including providing exemplary customer service in a call center environment; answering telephone calls from clients with the goal of facilitating one-call resolution; using available resources to answer inquiries ; managing calls by actively listening, systematically asking questions to clarify understanding, accurately determining the best course of action, and instilling customer confidence in the ability to meet their needs ; completing applications for various programs; interviewing customers; researching and collecting required information to determine eligibility for appropriate programs; reviewing, evaluating, and verifying information submitted by applicants or recipients; completing eligibility determinations; referring customers who are in need of service to the appropriate resource in the community; accurately documenting key information from each call using the computer; accurately preparing and maintaining records/reports; and utilizing public assistance benefits processing systems.
The ideal candidates will possess:
NOTE: These positions are unclassified, at will, and are not covered by the San Mateo County Civil Service Rules. These are temporary assignments and workers are not guaranteed permanent status at the end of the assignment.
- At least two years of experience providing the highest quality of customer service at a call center;
- Experience collecting and or verifying sensitive information;
- Ability to quickly learn and analyze rules, regulations, policies and procedures involved in customer service in a Human Services environment and relay the information to customers in a clear, accurate and highly professional manner;
- Excellent written and oral communication skills including excellent telephone skills to c omm u nica t e courteo u s l y, efficiently, and acc ura tely over the phone;
- Exceptional customer service skills with the ability to be compassionate, motivated to help others with a positive professional attitude;
- Ability to establish and maintain effective working relationships with the public and co-workers;
- Ability to work in a highly structured, fast paced and sometimes stressful environment;
- Ability to apply interpret and apply complex laws, rules, and regulations;
- Ability to perform mathematical computations quickly and accurately and utilize public assistance benefit processing systems effectively;
- Ability to learn and use an on-line computerized system;
- Ability to quickly and accurately enter data received from customer; and
- Ability to problem solve by using good judgment , and apply these skills to assist customers .
Education and Experience: Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is two years of clerical or public contact work which involved responsibility for interviewing and recordkeeping or one year of experience performing assessment, placement and/or public assistance eligibility work in a social services department within the last five years.
Knowledge of: Principles of eligibility determination; functions of public social services and agencies; interviewing techniques; public assistance laws and regulations; problems requiring referral for casework services; office procedures and practices, including filing and the operation of standard office equipment; basic record keeping principles and practices; and automated systems.
Skill/Ability to: Follow instructions; organize and maintain a heavy workload on a current basis and within set deadlines; interview effectively and secure the cooperation of customers in obtaining pertinent personal information; make arithmetic computations quickly and accurately; utilize data processing systems; interpret and apply laws, rules and regulations; communicate effectively, orally and in writing with people of diverse backgrounds and cultures; and establish and maintain effective working relationships with those contacted in the course of the work.
Language Requirements: Some positions may require that employees be fluent in English and a second language.
Other Requirements: These positions may require incumbents to work on evenings and Saturdays.
If you are interested in this position, the following materials must be electronically submitted by 5:00 p.m. PST on Thursday, May 23, 2013 in order to be considered. Materials sent via regular mail, fax and/or after the closing date, will not be accepted. Submittals that do not include all required elements listed below will not be considered.
Please include the words “Benefits Services Specialist Position” in the subject area of email submissions. All submitted materials should be in a Word or PDF format.
- cover letter
- responses to the supplemental questions
Human Services Agency
Attn: Jessica Silverberg
San Mateo County is an Equal Opportunity Employer