Eligibility Technician

CAREER DESCRIPTION

ELIGIBILITY TECHNICIAN

In addition to performance-based merit increases, this position is scheduled to receive a 3.4% salary range increase on July 1, 2022.
Do you have what it takes to be an Eligibility Technician?

Watch video below to learn more about the position.
The County of Orange, Social Services Agency is seeking qualified candidates to fill current and future Eligibility Technician vacancies.

The Eligibility Technician positions will be assigned to any of the following programs:

• CalFresh (formerly known as Food Stamps)
• CalWORKs
• Cash Assistance Program for Immigrants (CAPI)
• General Relief (GR)
• Medi-Cal (Affordable Care Act)
• Refugee Cash Assistance
• Foster Care
• In Home Supportive Services

Eligibility Technicians may be placed in Anaheim, Cypress, Garden Grove, Laguna Hills, Orange, Santa Ana or at temporary mobile/outreach locations.
If you are interested, we encourage you to apply immediately as this recruitment will be posted for a minimum of five (5) business days and will remain open on a continuous basis until the needs of the County are met.

Please click here for the Eligibility Technician minimum qualifications. Knowledge in the programs listed above is highly desirable but not required.

DESIRABLE QUALIFICATIONS & CORE COMPETENCIES:
In order to be successful for this position, candidates must demonstrate knowledge and/or experience in the following:

Technology

• Utilizing Microsoft Word, Excel, and Outlook
• Having the ability to learn SSA's computer programs/software and other computer applications utilized daily and Call Center programs such as Century Link, Jabber, etc.

Documentation and Record Keeping

• Focusing on the details of work content and work steps/processes
• Maintaining/updating client records and policies and procedures in compliance with State and Federal regulations
• Ensuring the confidentiality of client records to comply with Health Insurance Portability and Accountability Act (HIPAA), Personally Identifiable Information (PII), and State/Federal regulations

Client Focus

• Providing clear communication both orally and in writing
• Providing excellent customer service without bias to applicants/clients that are seeking benefits

Case Management

• Handling difficult and complex situations
• Functioning independently and being able to obtain essential client information, including following up with clients
• Performing fieldwork, including, but not limited to, outreach activities
• Analyzing appropriate program policies, procedures, and/or guidelines to apply case situations to process cases timely
• Ability to meet deadlines and conduct follow up with clients as required

Customer Service

• Having patience when dealing with confused and frustrated clients
• Listening, being attentive and sensitive to client's needs
• Understanding client's current emotional state
• Developing and maintaining a collaborative work relationship with clients

Analyzing, Problem Solving and Critical Thinking

• Analyzing and evaluating the information provided by clients
• Possessing critical reasoning skills
• Being proactive in recognizing personal factors that impact client's needs
• Making sound decisions/using good judgment to prevent financial loss for the County

Conducting Interview

• Gathering and interpreting complex documents, including policies and procedures
• Asking appropriate questions that are related to client's case in a compassionate manner
• Identifying information and obtaining facts/data pertinent to responding to a client question or concern

Handling Stress

• Maintaining composure under pressure and in the face of workload demands and interruptions
• Remaining calm and professional while referring clients to resources for mental health issues, substance abuse, or homelessness

Safety

• Showing vigilance and care identifying and addressing health risks and safety hazards
• Knowing and adhering to all safety practices in the workplace

TRAINING EXPECTATIONS
It is required that new Eligibility Technicians (ETs) complete mandatory training in a classroom setting or online. In Assistance Programs, newly hired ETs will be temporarily stationed at a regional office and will be trained via job shadowing until they are scheduled to attend the mandatory training.

WORK ASSIGNMENT, SCHEDULE and VACATION/TIME OFF REQUEST EXPECTATIONS
Both work assignment and schedule will be determined based on the needs of the department. Vacation/time off request is not permitted while in training, however, the department will evaluate requests on a case-by-case basis.

SPECIAL QUALIFICATIONS
Candidates will be required to undergo a background clearance check and must successfully clear prior to the start of their employment. All employment offers are contingent upon successful completion of a background check. Areas considered in the background check include conviction history, employment history, professional references and education verification (i.e. degree, license, or official transcripts) if applicable. Foreign degrees require an evaluation of U.S. equivalency by an agency that is a member of the National Association of Credential Services (N.A.C.E.S.) - In addition, a Child Abuse Central Index (CACI) background clearance check may be required. CACI is a repository of child abuse investigation reports managed by the Department of Justice (DOJ) that contains information related to substantiated cases of physical abuse, sexual abuse, mental/emotional abuse, and/or severe neglect of a child.

WHAT TO EXPECT
Candidates are encouraged to take practice tests which can be accessed online at https://www.shldirect.com/en/practice-tests .

• Applications will initially be screened for the minimum qualifications. Only those applications that pass this step will be referred to the next step | (Refer/Non-Refer).
• Candidates who meet the minimum qualifications will be invited to take an Online Assessment. The Online Assessment will be weighted 100% and will cover required job related, behavioral competencies needed for this position. Only the highest scoring candidates will be placed on the eligible list.
• Human Resource Services (HRS) will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

Note to Candidates who recently applied and had taken the online assessment from previous recruitment:The Online Assessment has a 180-day test-taking restriction. If you've taken this test or a similar test in the last six months, you may only be required to take a portion of the test or won’t be required to take it at all. However, you will still need to login to the test to check whether or not you’ll need to take part of or all of the test.
Veterans Employment PreferenceThe County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here (Download PDF reader) to review the policy.
Based on the Department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedure.

ADDITIONAL INFORMATION

EMAIL NOTIFICATION:

Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included on your application and use only one email account.

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.

FREQUENTLY ASKED QUESTIONS:

For specific information pertaining to this recruitment, please contact Linda Crater at (714) 245-6123 or Linda.Crater@ssa.ocgov.com .

EEO INFORMATION

Orange County, as an equal employment opportunity employer,
encourages applicants from diverse backgrounds to apply.

Non-Management Benefits
In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays-we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).

Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
http://www.ocers.org/active-member-information

Click here for information about benefits offered to County of Orange employees.