Eligibility Referral Specialist II

Knox County Job and Family Services

Requirements (Education, Experience, Licensure, Certification):

• High school diploma or equivalent.
• Education, training and experience in basic mathematics, writing, and customer service
• Experience in the areas of customer service, basic office skills and basic office equipment
• Experience with computers and basic technology
• Valid driver’s license, acceptable driving record, and auto insurance as required by county
• Satisfactorily complete/pass BCI and FBI background check and employment pre-screenings
• Commitment to on-the-job training

Preferred Qualifications:

• Experience as an Eligibility Referral Specialist 1 or 2 (not required - job training provided)
• Associate degree OR Coursework in Social Services, Sociology, Communication, Mathematics
• Combination of training and experience equal to requirements and preferred qualifications

Knowledge, Skills, and Abilities Knowledge of

• Federal, state, county, and agency public assistance laws, rules, policies, and procedures.
• Interviewing techniques, public relations principles, and income-budgeting methods.
• Case documentation standards, reporting requirements, and fraud-identification indicators.
• Grammar, writing standards, and basic mathematics.
• Microsoft Word, Excel, Outlook, Teams, and document-scanning systems.

Skilled in

• Collecting and entering data accurately and efficiently.
• Operating computer systems, software applications, and state eligibility platforms.
• Organizing, prioritizing, and managing large volumes of information.
• Delivering professional, culturally competent customer service.
• Communicating effectively in writing, in person, and by phone.
• Analyzing information, applying judgment, and forming sound conclusions.

Ability to

• Interpret and apply federal and state regulations in determining eligibility.
• Define problems, establish facts, and make evidence-based decisions.
• Communicate clearly and professionally across multiple channels.
• Work independently, manage pressure, and meet goals and deadlines.
• Multitask and maintain focus in a fast-paced environment.
• Organize and maintain extensive documentation.
• Work effectively with clients experiencing distress or challenging behaviors.
• Maintain confidentiality, demonstrate integrity, and uphold professional conduct.
• Learn and apply new information, system updates, and policy changes

Responsibilities:

Interview applicants and determine eligibility for public assistance benefits which may include but are not limited to SNAP, Medicaid, TANF, PRC, Daycare, and NET. Eligibility determinations are processed using various technologies including computers, computer programs, document management systems, state/federal eligibility systems and various protected verifications. This work demands the highest level of confidentiality and ability to apply to federal, state, county and agency laws, rules and regulations.

Eligibility Determination & Case Management

• Conducts telephone and in-person interviews for Public Assistance programs
• Determines initial and ongoing eligibility
• Obtains required verifications, calculates budgets, and documents case actions
• Processes applications, redeterminations, mass changes, alerts and case changes
• Reviews and validates state-system eligibility determinations; applies overrides when directed

Client Support, Referral, & Collaboration

• Explains program requirements, procedures, and available services to applicants and participants
• Makes referrals to specialized programs and community resources
• Collaborates with long-term care facilities and external agencies to support participant needs
• Coordinates with internal CDJFS units to ensure integrated service delivery
• Provides competent services to clients, the public, and colleagues

Compliance, Reporting, & Documentation

• Prepares written notices when they are not automatically system‑generated.
• Communicates with partner agencies in accordance with confidentiality laws
• Gathers information related to suspected program fraud, overpayments, or underpayments.
• Prepares accurate case records, RMS entries, correspondence, and required reports.
• Reports suspected child or elder abuse in compliance with mandatory reporting laws.
• Adheres to and maintains all confidentiality requirements in accordance with law/regulations/policy

Hearings, Legal, & Professional Conduct

• Conducts state hearings and county conferences and submits required documentation timely.
• Testifies in court as needed.
• Maintains the ability to conduct interviews and process cases with or without state system access.
• Provides coverage during staff absences.
• Maintains regular, dependable attendance and demonstrates professional, cooperative conduct.
• Participates in supervision, staff meetings, and required training.

Acts in all capacities as deemed necessary and cover all other related and unrelated duties as assigned to ensure the agency operations are maintained

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