<p>Department: Cuyahoga County Job & Family Services</p> <p>Anticipated Work Schedule: Monday-Friday 8:30am-4:30pm</p> <p>Reports To: EFS Supervisor</p> <p>Full Time or Part Time: Full</p> <p>Regular or Temporary: Regular</p> <p>Bargaining Unit: AFSCME 1746</p> <p>Classified or Unclassified: Classified</p> <p>FLSA: Nonexempt</p> <p>Wage: $23.44/hour</p> <p>Summary</p> <p>We are looking for motivated individuals to join our Eligibility Contact Center as an EFS Specialist / Family Assistance Eligibility Agent. In this position, you will aide customers / applicants that call the Customer Service Center (CSC) by answering their questions, taking appropriate actions on benefit cases, and providing them with information. In addition, you will conduct interviews to determine eligibility for various federal, state and county programs including but not limited to food assistance, cash assistance, Medicaid, and childcare; re-determines eligibility as required by each program. Reviews and processes verification forms and applications received through various electronic sources.</p> <p>Training for this position is done in person in a classroom environment for the first four months. After training, EFS Specialists are assigned to one of the Neighborhood Family Service Center locations. Probation for this position is 240 days, including the training. <em>Time off during training cannot be accommodated, even if it was arranged, paid for, etc. prior to hire. Strong attendance and punctuality during training are crucial to passing probation.</em> Our next start date is scheduled for late June or early July, 2025.</p> <p>All candidates must pass a background check and pre-employment drug screen prior to starting employment. This position requires the FBI/BCI fingerprints for the criminal portion of the background check.</p> <p>Essential Job Functions</p> <p>In a contact center environment, interviews and determines eligibility for multiple programs; follows and applies program policy guidelines; collects and enters data, computes budgets; verifies eligibility documentation. Prepares and scans documents to the case files including changes affecting eligibility; notifies participants of any changes in assistance or services. Prepares routine correspondence; case summaries and reports. Attends State hearings upon request. Refers cases of suspected fraud and/or referrals of over-payment. Explains services available to individuals and families to enhance the quality of life and/or meet their self-sufficiency needs and provides referrals to other health and human service providers. Provides outreach to potentially eligible Food Assistance/Medicaid individuals. Attends training, meetings, and information sharing sessions. Performs other related duties as assigned.</p> <p>Minimum Requirements</p> <ul> <li>Associate's degree and one (1) year of experience in a public contact position; or any equivalent combination of training and experience as defined below: </li></ul> <p>Highest degree of education attained</p> <p>Experience required</p> <p>High school diploma/GED</p> <p>3 years</p> <p>Any associate degree</p> <p>1 year</p> <p>Any bachelor's degree or higher</p> <p>No experience required</p> <p>Related work experience: any experience where a large portion of the job is dealing directly with people, such as social work, call center support, or customer service representative.</p> <p>Application Process</p> <p>This is a competitive, classified position. The Personnel Review Commission (PRC) will check your application to make sure you meet the minimum qualifications. If you do, the PRC will invite you to take a civil service examination. The exam is specific to this position. Everyone who passes the exam goes on an eligibility list. To fill this opening, the PRC sends the hiring department and Human Resources (HR) a certified eligibility list with the top 25% candidates (or at least the ten highest scoring candidates, whichever is greater). HR helps the hiring department decide who from the certified list to follow up with for interviews and then a job offer.</p> <p>Most of our communication with candidates is through email. Regularly check the email address you gave us in your job profile. Watch your Spam folder, just in case.</p> <p>If we offer you a job, you must pass a drug screen and background check before the offer becomes final. Prior criminal convictions do not automatically disqualify you from employment; the County looks at criminal convictions on a case-by-case basis using the guidelines in Chapter 306 of the County Code.</p> <p>EQUAL OPPORTUNITY EMPLOYER</p> <p>Cuyahoga County is committed to fostering a diverse and inclusive workforce, which includes building an environment that respects the individual, promotes innovation and offers opportunities for all employees to develop to their full potential. A diverse workforce helps the County realize its full potential. The County benefits from the creativity and innovation that results when people with different experiences, perspectives, and cultural backgrounds work together.</p> <p>The County is committed to providing equal employment opportunities for all individuals regardless of race, color, ancestry, national origin, language, religion, citizenship status, sex, age, marital status, sexual preference or orientation, gender identity/expression, military/veteran status, disability, genetic information, membership in a collective bargaining unit, status with regard to public assistance, or political affiliation.</p> <p>If you need assistance applying or participating in any part of the candidate experience, contact Human Resources at 216-443-7190 and ask to speak with a talent acquisition team member.</p>