Income Maintenance Caseworker III

Position Objectives:

GATES COUNTY DEPARTMENT OF SOCIAL SERVICES
INCOME MAINTENANCE CASEWORKER III (IMC III)

Pay range: $37,814-$49,000.

I. A. PRIMARY PURPOSE OF ORGANIZATION UNIT:
The primary purpose of the Income Maintenance Division is to administer applications and reviews for State and/or Federal mandated programs including Food and Nutrition Services (FNS/SNAP), Medicaid (Adult Medicaid (AMA) and Family and Children’s Medicaid (FCMA)) and Program Integrity.

I. B. PRIMARY PURPOSE OF POSITION:
The employee in this position will provide support and assistance to include quality assurance of the economic services programs to the following – Social Services Director, Income Maintenance Supervisors (IMS) and Income Maintenance Caseworkers (IMC I-III) in the following economic benefits programs – FNS/SNAP, Medicaid - AMA (including Special Assistance, Long Term Care and/or CAP (Community Alternatives Program)) and/or FCMA (including Family Planning, Medicaid for Pregnant Women) as well as the Income Maintenance Investigator (IMI) for program integrity. This worker may also be the primary point of contact for the North Carolina Families Accessing Services through Technology (NC FAST) Help Desk serving as the subject matter expert for Gates County Department of Social Services (DSS).

I. C. WORK SCHEDULE:
The work schedule for this position is from 8:30 a.m. until 5:00 p.m. Monday through Friday with an hour for lunch each day. There may be occasions when the employee would be required to work outside of these hours, for example, to work overtime to complete the daily activities of the job.

II. A. DESCRIPTION OF RESPONSIBILITIES AND DUTIES:
Complexity and Specific Work Activities: This worker provides problem resolution, support, and assistance to the FNS, FCMA, and/or AMA units as needed. This includes but is not limited to taking and/or disposing of applications to determine initial and/or retroactive eligibility, redetermination of eligibility, evaluating and reacting, per policy, to changes in circumstance. The IMC III is responsible for cases involving relatives of employees of the agency who receive benefits in FNS, FCMA and/or AMA. The IMC III also deals with extremely difficult or hostile clients or highly sensitive cases where it is determined that the lead worker is the most appropriate staff to handle these cases.
This worker also provides problem resolution, support and assistance to the IMI as needed to facilitate evaluation of program integrity referrals for possible fraud and abuse within the economic programs. This includes compilation of information into timelines and completion of budgets to support over or under receipt of assistance and benefits, whether medical or monetary. This worker may also accompany the IMI during interviews with recipients or clients in the agency or home visits.
This worker may be designated as primary hearing officer representing Gates County for local hearings requested by clients, recipients, and/or their designated authorized representatives. As the local hearing officer, this worker must be impartial, knowledgeable of the economic benefits programs and not directly involved in the initial decision, giving rise to the appeal.
As a point of contact for the NC FAST Help Desk representing Gates County DSS, this worker will be responsible for managing the most current portal available through the NC Fast Help webpage. This includes following policies and protocols set in place by NC FAST for local DSS agencies when troubleshooting eligibility cases in the NC FAST computer program. As the agency subject matter expert, this worker will be responsible for keeping up to date on changes to policy or processes as it relates to the implementation and management of the economic benefits programs within the NC FAST system. This worker will maintain and manage a tracking system to ensure all help desk tickets are submitted accurately and timely. The IMC III will be responsible for timely follow-up to submitted tickets by providing information and resolutions from the Help Desk to the appropriate income maintenance unit.
Training duties for this worker include initial orientation of new IMCs to the NC FAST computer system and other electronic resources available and necessary for management of an economic benefits program. NC FAST navigation plays a key role in casework, and this worker is responsible for new employees’ initial acclimation and navigation in the computer system. This worker will provide direct training to new employees in navigating the local agency’s electronic resources such as completion of day sheets to log time worked, timesheet completion and location of reference materials and forms for DSS workers. This worker is responsible for continuing education of existing IMCs. This includes but is not limited to training sessions on economic program policy modifications and updates, NC FAST process updates and/or refresher instruction on local electronic resources and navigation.
This worker will be responsible for quality assurance duties including but not limited to completing second party reviews of work of other IMC staff to ensure compliance with all State and/or Federal mandated accuracy and completion standards to limit, reduce or eliminate local agency liability. Reviews are completed to discover error trends. Information gathered from second party review of cases is utilized in staff training to develop strategies for error reduction and prevention.

Allocation of time is as follows:
Interviewing, verifying information, determining and re-determining eligibility – 10%.
Public relations – 5%
Meetings – 5%
Administrative functions such as reading manuals, filing etc. – 5%.
Lead worker duties (i.e., problem resolution, support functions, training, and quality assurance) – 60%.
Point of Contact with NC FAST Help Desk – 15%

II. B. OTHER POSITION CHARACTERISTICS:
Accuracy Required in Work: All information obtained and verified for the purpose of determining benefit eligibility is to be maintained in paper form (i.e. physical case record) and/or electronic form (i.e. entry into NC FAST); information must be maintained in an accurate, thorough and neat manner as this may be subject to audits and/or reviews by county, State or Federal staff. Extreme accuracy is required as there are large amounts of money involved in the program benefits.
Consequences of Error: When the support functions involve determination or redetermination of eligibility, evaluating and reacting, per policy, to changes in circumstance, the employees' decisions impact the well-being of the clients who are the recipients of program benefits. The employees' decisions, if incorrect, can also have a negative impact upon the agency error rate and the State if incorrect decisions place the State out of compliance with pre-established Federal tolerance levels for errors. Employees' decisions are subject to a second- or third-party review by county, State or Federal audits. Employees are seen as representatives of the agency and eligibility decisions commit the agency to providing clients with public assistance. If there is a question about eligibility or program policy, the IMC III discusses the situation with another IMC III (lead worker), the supervisor, administrator, and/or the director. All decisions made are subject to monitoring and/or intervention by the lead worker, supervisor, administrator, or director.
Regarding quality assurance and training duties assigned to the IMC III, accurate and timely training of agency staff is paramount to the success of the income maintenance division in meeting mandated State and/or Federal directives concerning provision of benefits and/or services. The ability of the IMC III to effectively collect and analyze the outcomes of the reviews for trends and areas in need of improvement, design and develop training materials to avoid recurrence of errors could make the difference in the agency meeting required performance measures.
The employee is expected to maintain the confidentiality of all agency records. All data/information maintained by the employee is considered confidential and shall be protected according to the specific program policy and procedures. Access is allowed as determined by the specific program policy and procedures. Disclosures other than as allowed by the specific program policy are forbidden.

Unauthorized disclosure constitutes a felony and is punishable upon conviction by a fine and/or imprisonment.
The employee in this position will be assigned a password for use in computer assisted information systems which may/may not include EIS, SOLQ, ESC, Bendex, SDX, NC FAST (North Carolina Families Accessing Services Through Technology) as well as other state and local systems. All information obtained/disclosed to the employee (hard copy or electronic) is to be used solely for the purpose of tracking and/or determining eligibility for applicants and recipients of public assistance or other services. The employee is responsible for the security of the computer terminal and password assigned to them. The employee will be held accountable for any improperly issued benefits or release of information that occurs from use of their assigned computer password.
The Internet is used to access policy manuals as well as computer assisted information systems. The individual in this position is considered a public employee and is expected to use the Internet responsibly and professionally and shall make no intentional use of these services in an illegal, malicious, or obscene manner.
Because of the Personally Identifiable Information that this employee has access to and the potential damage that could occur from unauthorized disclosure, this position is considered to have a high sensitivity security level.
Instructions Provided to Employee: The IMC III provides on the job training in program policy and procedure as well as internal procedures and expectations to lower-level income maintenance staff.
Employees are required to complete online training provided and presented by NC Department of Health and Human Services (NCDHHS). This training, the NC FAST Training and Certification Program, is located in the online platform, Learning Gateway, which is maintained by NCDHHS.
Guides, Regulations, Policies and References Used by Employee: The IMC III is expected to utilize all reference materials available in the Learning Gateway as well as NC Fast help. NC Fast Help houses procedures and job aids to assist the IMC III with evaluation and provision of benefits in the State’s electronic benefits system, North Carolina Families Accessing Services through Technology or NC FAST.
Employees with online access are required to refer to the FNS/SNAP, Medicaid, and/or SA manuals in performing functions required to complete the eligibility determination process. Correspondence and memoranda from State and Federal regulatory agencies will also be also used in interpreting policy directives. Employees also utilize Agency procedural guides that are used in accomplishing managing assigned the work.
Guidelines are subject to periodic and frequent changes. The IMC III must be able to learn new manual material, be able to apply it and interpret it to the clients, their designated authorized representative, and/or the public. In addition, the IMC III is responsible for ensuring all lower-level IMCs have a clear understanding of any new or changed policies or procedures, State, Federal and/or local. This may be done with group or individual training sessions.
Supervision Received by Employee: Daily work for the IMC III is performed independently. Most reviews occur through frequent conferences with supervisors reporting on trends discovered, strengths and weaknesses of staff performing eligibility duties and various options for resolution of errors found to reduce recurrence.
Variety and Purpose of Personal Contacts: Most contact occurs with other IMC as well as the supervisors for the economic services programs. The IMC III shares responsibility for public relations. This includes explaining and providing information on the economic service programs provided through the agency. This could include interviews with the media or personal appearances before various groups or organizations. The IMC III interacts with employees of other agencies/organizations as an agency representative. In the absence of the Supervisor, and in addition to the Program Administrator, the IMC III is a representative too and a link with the regional and/or state office staff when there are questions regarding the agency interpretation of policy, rules, or regulations. Some communication with other agencies and organizations such as hospitals, health departments, child support enforcement, financial institutions, insurance companies, Register of Deeds, tax offices, employers etc. may also be required as the IMC III evaluates an individual for benefits in the supporting role to the income maintenance units.
Physical Effort: The IMC III is responsible for maintaining case records, purging, filing, and lifting files that are not yet paperless and must be able to lift 20 lbs. periodically.
Work Environment and Conditions: Employees are frequently subject to working with extremely difficult or hostile clients, or highly sensitive cases where it is determined that a lead worker is the most appropriate staff to handle these cases. The IMC III must have a good general knowledge of human behavior and a basic understanding of social and economic problems. The worker must be interested in people and have an ability to use tact and diplomacy with people. The worker must have the ability to present oral and written information clearly and factually.
When clients are unable to complete an action (application or recertification) in order to receive benefits, it may be necessary to complete a home visit. This worker may accompany another caseworker to assist the client in completion of necessary paperwork to determine eligibility.
The IMC III would rarely represent the agency in court, but, if necessary, would be required to testify in court on cases that had been referred to for suspected fraud and where fraud investigations had resulted in court hearings. The IMC III would have the responsibility for assisting and providing any support needed to the IMI completing the fraud investigations. This includes but is not limited to compilation of information into timelines and completion of budgets to support over or under receipt of assistance and benefits, whether medical or monetary such as FNS. This worker may also accompany the IMI during interviews with recipients or clients in the agency or home visits.

Gates County Department of Social Services is an emergency responder and considered an essential employee to ensure continuity of operations is followed for natural disasters (hurricanes, tornadoes, floods, winter storms etc.), naturally occurring infectious disease outbreaks (influenza, noel viruses etc.), technological hazards (hazardous material releases, critical infrastructure disruptions etc.) and terrorist incidents. This position, like all other positions throughout the agency, may be required to participate in any emergency response activity as deemed necessary by the Social Services Director or their designee. Availability during emergencies is required.
The staff works in shelter management when the agency is called upon in times of disaster relief or emergency. The Red Cross manages the emergency shelters. Gates County DSS assists in registration and the distribution of blankets and cots. Their responsibilities may include assisting with meal preparation and the monitoring of the shelter to ensure safety of the individuals and families.
Machines, Tools, Instruments, Equipment and Materials Used:
Telephone(s)
Computer(s)
Scanner(s)
Facsimile Machine(s)
Printer(s)
Copier(s)
Electronic and/or paper policy manuals, changes notices and/or forms (State/Federal/agency)
Basic office materials such as paper, pins, calculators, etc.
A valid NC driver’s license and personal automobile for potential job-related travel
Visual Attention, Mental Concentration and Manipulative Skills: This position requires intense mental concentration from the staff. The worker is constantly calculating income and expenses. Each case is different therefore the worker must determine which method of calculation is in the best interest of the client and best represents the projected need of the client.
Several duties in this position that require close attention are reading and studying the program policy manuals. Casework within the Food and Nutrition Services and Medicaid programs include applications, redetermination of eligibility and changes in circumstance. Review of these actions require close attention to detail. The IMC III must ensure that all questions are asked and answered completely, client responses must be fully documented in the case record and the NCFAST computer system. There may be numerous forms that require close attention to detail. Completion of second party reviews of casework requires not only knowledge of the program(s) but particular attention to details in policy application and system processing in the NCFAST computer program.
The IMC III must concentrate on securing information from reluctant clients; paying close attention to what the client is saying as well as what the client is not revealing. The worker must ask questions in several ways to solicit the needed information.
Time limits are a concern of the worker due to the established and specified time frames and deadlines set forth in State and Federal policy. Failure to meet or adhere to these deadlines could result in the agency being penalized or clients deprived of benefits.
The worker must reset priorities daily to reflect on the changing status of the work. Each worker is aware that all work must be completed on time so that the state will not exceed the tolerance level for the error rate.
Safety for Others: Clients may at times be verbally abusive due to their extreme situations or their emotional problems, but physical harm is unlikely on an ongoing basis. Normal precautions are to be taken when escorting clients to and from the workspace or in the event of an emergency evacuation of the building. The IMC III will take any necessary measures so that clients’ actions do not endanger themselves, agency staff, or other agency clientele. Any suspected child/adult abuse or neglect will be reported to the appropriate agency personnel by the IMC III.
Dynamics of Work: The IMC III will be subject to sitting for prolonged periods of time, repetitive keyboarding, maneuvering of mouse and reading of computer screen(s); walking, reaching, general use of other office equipment, stooping and/or standing are also required.

III. A. KNOWELDGE, SKILLS, AND ABILITIES:
The employee must have a working knowledge of the economic services programs in the income maintenance division; general knowledge of all agency and community programs and services which could affect the client/applicant; good mathematical reasoning and computational skills. Ability to read, analyze, and interpret a variety of regulations, policies, and procedures. This worker must have the ability to communicate with people of varied economic, social, and educational backgrounds, the public at large and public officials to obtain data and to explain and interpret rules, regulations, and procedures. This worker must be able to understand the needs and problems of clients/applicants; be able to perform caseworker function under and within structured time frames.
The worker must be able to teach other IMCs in programmatic policies and procedures and how to apply specific complex rules and regulations on a case-by-case basis. The lead worker assists the supervisor in training line staff; therefore, they have to have the knowledge and capability to interpret the policies and procedures of the program.
Strong time management and workload organizational skills are essential. Flexibility in work habits and the ability to digest and implement changing rules and regulations related to the different public assistance programs are necessary. Some knowledge of medical terms and their usage would be helpful. Skills with computer software programs (Excel, Word, Adobe, Outlook etc.) are preferred. The IMC III must have an extensive working knowledge of the North Carolina Families Accessing Services through Technology or NCFAST.
This individual must be bondable. The individual must be able to work overtime when required. This individual must be able to work under stress and short time frames as the income maintenance programs have many deadlines that are required to be met.

III. B. REQUIRED MINIMUM TRAINING:
Two years of experience as an Income Maintenance Caseworker II, or an equivalent combination of training and experience.

Agency mission: The Gates County Department of Social Services is committed to improving the quality of life to the citizens of our community.
We accomplish this through the provision of public assistance, child and adult protection and support services which promote self-sufficiency.
We serve each person with compassion, efficiency, professionalism, and respect for diversity.