Performs moderately complex (journey-level) social services and mediation work. Work involves collecting, preparing, reviewing and analyzing case data used to determine client eligibility for financial, medical and/or social services. Work requires application of specialized program knowledge and service skills used to develop a plan of action. Makes decisions concerning the scope and nature of remedial action on a continuing basis. Work involves advising and assisting clients in filing claims for benefits and investigating complaints. Works under general supervision with limited latitude for the use of initiative and independent judgment.
Essential duties and functions include the following. Other related duties may be assigned.
-
Interviews clients or their authorized representative to gather information used in determining client eligibility for financial, medical and/or social services via telephone or in person, this may involve a home visit, if requested.
-
Provides explanation of program benefits and requirements to clients.
-
Provides description of other community services available to clients and makes referrals to other internal or external agencies for assistance as appropriate.
-
Provides information to clients on rules, regulations and procedures.
-
Provides information to clients; investigates complaints; and communicates with insurance carriers and health care providers on behalf of clients.
-
Provides assistance to clients in preparing for hearings before a referee or examiner and responding to requests for court action.
-
Provides documentation in case records in the manner prescribed by the agency and prepares and submits appropriate reports.
-
Provides training and assistance to workers/volunteers and advises manager on ways to enhance training program.
-
Provides education programs or presentations to departments, agencies, civic groups and the general public.
-
May provide input in the development of program policies and procedures.
-
May interpret program policies and procedures.
-
May exercise initiative, creativity and judgment in applying and adapting knowledge of human service delivery theories and practices to bring about solution.
Experience
At least 2 years working within the human services field, insurance field, or public benefits is required.
Education
Graduation from high school or equivalent is required.
Certifications
n/a
Preferred-
Bachelor’s degree from an accredited four-year college or university with major course work in social services or a related field is preferred.
-
Ability to read, write, and speak Spanish is preferred.
- Knowledge of computer operations systems and procedures.
-
Knowledge of older Americans Act and Texas Administrative Code.
-
Skill in the use of Microsoft Office Suite (especially Word, Excel, and Outlook).
-
Skill in written and oral communication.
-
Skill in preparing reports.
-
Skill in use of personal computers.
-
Ability to document clearly understood case notes in applicable software in a timely and accurate manner.
-
Ability to interpret program information for the public.
-
Ability to enter service unit data in applicable software.
-
Ability to perform duties in compliance with rules and regulations.