Job Summary

This position is located in the Department of Human Services (DHS), Economic Security Administration (ESA). ESA is responsible for administering public assistance programs in the District of Columbia to include but not limited to Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP)(formerly Food Stamps), Medical Assistance, Interim Disability Assistance (IDA), Burial Assistance, General Assistance for Children (GA-C), Alliance, Child Care, etc.

Duties and Responsibilities

The incumbent works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by supervisor. The incumbent adheres to protocols and follows up appropriately to identify, escalate, and address any questions, concerns, and issues from both external customers and internal coworkers. The incumbent utilizes all required eligibility systems, service delivery systems and other related systems along with other sources of electronic and paper information to look up case history, understand current eligibility, and identify any required actions from the customer or DHS. The incumbent registers and interviews customers in person and by telephone to collect information and evidence required for eligibility determinations. The incumbent provides high-quality customer service by listening respectfully and responding appropriately, empathizing with the customer to identify and document barriers.

The incumbent applies policies and procedures while reviewing applications, renewals/recertification’s, reported changes, and other sources of information from DHS Customers to ascertain whether the information supplied by the customer adequately satisfies the agency's requirement and, to assign them to appropriate queues in the current monitoring system.  The incumbent follows privacy and security guidelines with all paper and electronic information. Informs the customer by email, in person or telephone calls, of the ESA processes and explains the steps required for their eligibility including time estimates, if applicable. The incumbent operates equipment such as current eligibility determination systems, Document Imaging Management System (DIMS), service delivery systems, tracking systems, personal computers, touchscreen tablets, scanners, calculators, telecommunications equipment, copier machines and related equipment.