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Ozaukee County · 1 month ago

Human Services Office Assistant III

Port Washington, WI

Full-time

Onsite

Mid Level

$22.07/hr - $28.20/hr

3+ years exp

Ozaukee County is seeking a Human Services Office Assistant III to provide technical and administrative support to the Economic Support Unit. The role involves assisting clients with benefit applications, managing data entry, and ensuring effective customer service in a professional office environment.

GovernmentHuman ResourcesPublic Safety

Responsibilities

Provides direct customer service to walk-in clients and callers while adhering to HIPAA and confidentiality standards

Conducts eligibility pre-screening, reviews verification documents, and assists with submitting materials through CARES or ACCESS.GOV

Identifies needs for interpretation, translation, or other accommodations and helps clients determine appropriate interview modalities (phone, in-person, or video)

Verifies identity, explains Health Care, FoodShare, and Child Care program requirements, and assists clients using lobby phones, computers, and video equipment, including basic troubleshooting

Responds to Economic Support callers with professionalism and excellent customer service skills

Performs eligibility pre-interview screens for completeness of applications and verification documents

Documents complaints and explains the Complaint and Hearings processes

Communicates detailed and sensitive information effectively and concisely over the phone, maintaining confidentiality and discretion

Utilizes the state Genesys call system to document calls, performs customer satisfaction surveys, and reviews CARES data to confirm callers are authorized to receive case information, providing explanations of required authorizations

Answers questions from providers and community members, directs calls to appropriate individuals or programs for resolution, and refers clients to community resources

Maintains accurate documentation and enters data into statewide systems

Build and sustain effective working relationships with staff, clients, and community partners

Uses sound judgment when assisting individuals with diverse needs and responds to crisis situations with tact, compassion, and appropriate referrals

Uses CARES to determine client status, review application materials, and assign cases to appropriate workloads (Family/Elderly Blind Disabled, or Long-Term Care)

Reviews Inbox documents and maintains electronic case files

Verifies case transfer eligibility for Ozaukee County, contacts clients to confirm residence, and checks whether they are served by other human service divisions

Ensures transferred cases are not mid-process

Schedules all Child Care phone appointments and identifies Kinship and Foster Care cases for proper routing

Processes requests to mail, scan, or fax documents

Prints and distributes all materials received for workers and mails or scans to electronic case files

Prints all Incomplete Notices for customer pick up or mailing; Supports the compilation of Fraud Reports, Disseminates and receives Hearing documents; Ensures clients receipt of Hearing notices prior to hearings/meetings; Mail additional verification documentation for applications and required forms needed to be mailed to clients when additional information required for application to be completed

Assist in submissions to state agencies, including the Department of Children and Families and Department of Health Services for the purpose of reviews, quality assurance or reporting; Performs problem resolution by gathers facts and information from clients of Economic Support staff who are working remotely triaging to identify whether a scheduled appointment is needed and completing scheduling

Logs and disseminates items received and sent from various Economic Support outward facing emails, inbox and faxes at least twice daily:

Reviews emails/faxes, completes or forwards appropriately; logs and inventories equipment troubleshooting its functioning; In emergent circumstances or complex cases CARES enters and categorizes all eligibility documents to determine appropriate document codes to scan to Electronic Case File for viewing; Processes Economic Support mail; disseminates homeless mail to client’s

Issues temporary FoodShare Cards within state Department of Human Services guidelines

Reviews case details to confirm eligibility for a temporary card by gathering facts required to approve issuance, utilizing Department of Health Services Checklist and procedures documenting FoodShare Card numbers and completing the required log to prevent Fraud, Waste and Abuse; Assisting customers in setting a PIN for their temporary card

Contacts counties in the Moraine Lakes Consortium regarding FoodShare inquiries as appropriate; Explains Food Share policy to client; Provides FoodShare card information to community members, and Ozaukee County Staff assisting individuals applying for FoodShare: Provides referrals to food resources when individuals express food insecurity

Ensures daily functionality of lobby equipment and coordinates troubleshooting or IT support

Tracks lobby services utilization data and prepares a report monthly; Tracks and maintains yearly training requirements for staff; Tracks equipment assignments and recoups and maintains equipment upon employee departure; Performs note taking activity for Moraine Lakes Director’s assisting in creating and disseminating the agenda and minutes; Scheduling meetings in various modalities face to face or in person; in-person

Assists in creating content for Economic Support Lobby Display; Maintains TEAMS SharePoint Sites; Interfaces with the states regarding required publications and forms for Medicaid, Food and Nutrition Services and Child Care Subsidy programs; Assists in the dissemination and maintenance of yearly in conflict of interest, HIPAA and benefit reporting forms; Assists in organizing consortium and division trainings as well as meetings; Aids in development of materials that support day to day benefit eligibility determinations; Tracks and maintains data dashboard for Ozaukee County and Consortium level data

Provides coverage for lobby services during staff breaks, absences, or time off to ensure uninterrupted client support

Greets clients and assists with in-person inquiries, navigating clients both in-person and via phone to the appropriate Human Services programs

Maintains confidentiality and adherence to HIPAA standards while providing accurate information on Human Services programs

Refers clients to appropriate resources, documents interactions, and ensures smooth continuity of services during staff coverage periods

Qualification

CARES systemMicrosoft OfficeCustomer serviceData entryConfidentialityMulti-taskingOrganizational skillsCommunication skillsTeam player

Required

High School Diploma and up to one year of College, Business, Technical or Secretarial school

Individual is required to satisfactorily complete training on the CARES (state) training program

Three to five years general office experience with advanced skills in Microsoft Office Products including Access (creation/updating databases), Publisher (desktop publishing), Word and Excel and experience in working in a behavioral health setting

Excellent people, communication, and organizational skills

Must maintain a high degree of confidentiality

Ability to work under distraction

Maintain client rights and confidentiality

Ability to multi-task

Advanced knowledge of Microsoft Office software products including word processing, spreadsheets, desktop publishing and navigating the Internet

Ability to be a team player

Prolonged periods of sitting and working on a computer

Periodic periods of standing or walking