JOB REQUIREMENTS: This position is responsible for providing eligibility, case management and fraud assessment for persons applying for public assistance including Medical Assistance, BadgerCare, FoodShare, Wisconsin Shares Childcare, Caretaker Supplement and Wisconsin Home Energy Assistance as mandated by the State of Wisconsin and the Federal Government. -Comply with a team-focused and task-driven performance system with seven other counties in the Southern Consortium, which include counties from: Crawford, Grant, Green, Iowa, Lafayette, Jefferson, and Rock Counties per contracts with the State of Wisconsin. -Follow policy and procedures as stated in the Southern Consortium Call Center Process Guide, processes from the County, and regulations from the State and Federal governments, while maintaining a high standard of customer service. -Perform call center functions including but not limited to providing case management services, answering questions, providing case status updates, processing reported changes, troubleshooting eligibility problems, responding to emergency needs, processing verifications, re-determining eligibility and benefit amounts, and making referrals to other department and community services. -Establish efficient, professional relations with customers of diverse backgrounds, demographics, circumstances, cognitive levels, and financial positions while using skills of cultural competency, diversity, and inclusivity. Ability to use Language Line interpreter services to receive/relay accurate information. -Ability to understand and follow HIPAA and Income Maintenance confidentiality rules. -Practice de-escalation techniques and trauma-informed care principles to effectively work with individuals who may be hostile, non-cooperative, or evasive both on the phone and in-person. -Provide intake and ongoing case management and eligibility via telephone, in person, online, mail/fax to assess current situation, gather information, examine available resources, explain program requirements, collateral investigations and answer questions. -Navigate various state and local computer systems Genesys, Cares Worker Web (CWW), Client Assistance for Re-employment and Economic Support (CARES), Forward Health Portal, Electronic Case File (ECF), Childcare Statewide Administration on the Web (CSAW), Alien Verification System (SAVE), Benefit Recovery Investigation Tracking System (BRITS), and Child Support (KIDS). Other systems used to verify information include Kelley Blue Book, NADA, Department of Motor Vehicle, Jail Rosters, Department of Corrections website, Cornerstone Training, Learning Center, GIS Tax Database, and ACCESS. -Maintain accurate and well-documented case files. Effectively utilize case management tools and enter timely, detailed case comments after each client interaction. -Provide Lobby Services by assisting customers to complete forms, provide program information, obtain/review necessary documentation, and any other lobby services as needed. -Resolve discrepancies by researching available data, contacting external partners, interviewing clients, and requesting verifications. -Independently seek out policy changes, Operations Memorandums, program handbooks and CWW process changes for Income Maintenance Programs. -Complete research, prepare written summaries, and appear as the Agency representative at Administrative Hearings and Fair Hearings related to the denial, termination, or reduction of economic assistance. -Analyze application and recertification identified as error prone as part of a front-end verification process and investigate complaints and fraud allegations received from the Office of Inspector General (OIG), outside agencies, and the public. -Create and maintain authorizations to childcare providers, enter attendance hours and make payment adjustments. -Complete annual training requirements mandated by the state including but not limited t 12 hours of professional development, cultural competency, civil rights, Social Security training, HIPAA, and other training sessions. -Provide quality customer service including, responding timely to emails and voicemails from customers, co-workers, and community partner agencies. -Must demonstrate regular and dependable attendance. ***** OTHER EXPERIENCE AND QUALIFICATIONS: High School Diploma/GED required. Associate degree, Technical Degree, or two years of education from an accredited college or university with major coursework of business or social sciences or have successfully completed the State mandatory training for an Economic Support Specialist. ***** APPLICATION INSTRUCTIONS: Apply Online: https://iowacountywi.tylerportico.com/tess/citizen/jobs/job-list/ Other: Employment application and job description which provides a more detailed list of qualifications and duties is available at the Iowa County website at www.iowacounty.org or available at the Iowa County Employee Relations Department; 222 N. Iowa St.; Dodgeville, WI 53533 or call (608) 935-0374. First review of applications is scheduled for Friday, March 7. Application will be accepted until position is filled. EOE