Programs Specialist III

Job Overview

The City of Richmond Department of Social Services is seeking a highly qualified candidate with strong customer service skills, effective time management abilities, and exceptional computer skills to fill the position of Benefit Programs Specialist III. The ideal candidate will have strong analytical skills which will assist with the interpretation of policy and procedures, expertise in implementation, and excellent organizational and interpersonal skills.

The Benefit Programs Specialist III classification is an advanced level that is assigned advanced technical functions or projects that require considerable knowledge of all public assistance functions to include fraud and quality control case review. This position also offers the ability to telework a minimum of 50% of time.

• Interview persons for assistance, obtain necessary information, and re-determine their continuing eligibility.
• Explain benefit programs and determine reasons and need for assistance.
• Process applications for financial assistance and diversion; determine eligibility for assistance and benefit levels using automated systems and manual methods.
• Interpret policies and procedures applicable to the various programs.
• Monitor cases for changes in recipient circumstances and implement changes to appropriately reflect benefit level within guidelines.
• Evaluate employability status of clients and explore potential sources of income; explain client responsibilities, rights and program availability.
• Refer clients to service worker as the result of overall assessment of situation; prepare reports and maintain client records.
• Identify possible fraud and make appropriate referrals; evaluate consistency and completeness of data secured, and where indicated substantiate its accuracy.
• Explain programs and rights/responsibilities of applicants and recipients.
• Explore other possible sources of income.
• Compute assistance plans.
• Determine the amount of allowances for special circumstance items such as household equipment.
• Identify clearly discernible social problems and make referrals to Social Workers.
• Provide applicants or recipients with information about other agencies where they may go for services as needed.
• Explain a variety of programs under the social services umbrella such as employment services, child support services and child care services.
• Perform other duties as assigned.

Some knowledge of basic human behavior, mathematics to calculate percentages, formulas and averages to solve mathematical problems, and interviewing techniques such as data collection and investigation.

Demonstrated skills in Microsoft Office Suite; social perceptiveness; conflict resolution; record keeping; basic mathematical computation; reading comprehension; effective oral and written communication and customer service.

Demonstrated ability to communicate effectively both orally and in writing; interview, gather information, and evaluate situations; analyze information; apply common sense understanding to carry out instructions furnished in written or oral form; exercise sound judgment, discretion, tact and resourcefulness in solving problems and drawing logical conclusions; use various types of automated technology to establish and maintain case records, access and retrieve data, create reports and manipulate data;

maintain professional ethics related to confidentiality; and establish and maintain effective working relationships with others in a positive and tactful manner under sometimes stressful situations.

• Same as required in Benefit Program Specialist II (High school diploma with experience in benefit programs, and use of computer software and hardware) with additional minimum of 4 years of eligibility experience in human services benefit programs.
• An equivalent combination of training and experience which provides the required knowledge, skills and abilities may be used to meet the minimum qualifications of the classification.

• Completion of required Benefit Programs training.

• Completed training and maintained proficiency in a minimum of six programs (e.g., SNAP, F&C, ABD, EA, or TANF), including specialized programs (e.g., LTC, AG, Refugee Assistance, General Relief).
• Experience in mentoring new employees.
• Bilingual experience is preferred.