Assistance Program Technician II
Provides support functions for various subsidy and financial assistance programs, such as, the Low Income Energy Assistance program. Determines eligibility for these programs through interviews and verification of information. Provides educational information on programs and refers applicants to other agency or community resources for other services.
The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
- Receives general supervision from the Income Maintenance Manager.
- Exercises no supervision.
- Interview applicants to determine potential eligibility for assistance; provide information regarding the types of services available.
- Assist applicants in completing forms; gather, assemble, and review information submitted by applicants; secure required documentation and verification.
- Assist clients and families in assessing needs and cost issues.
- Approve/deny applications based on information obtained and program eligibility criteria.
- Calculate income based on program rules and regulations.
- Refer customers to other programs and community resources as appropriate for nutritional, educational, social, residential, and financial assistance.
- Maintain assigned caseload under direct supervision and case review.
- Keep clients informed of changes on the laws or regulations that may affect them.
- Enter and update case/client information to maintain computer database records.
- Coordinate program benefits and information with other units and entities as needed.
- Prepare case information required for testimony and serve as representative at County and state evidentiary hearings or appeals; testify as necessary.
- Research problems and make recommendations to resolve issues.
- Make recommendations to unit and program on policies and procedures.
- Conduct informational sessions on program guidelines, options, and available resources to the public, providers, and clients.
- Initiate fraud referrals and recoveries when inappropriate benefits have been issued as a result of agency, provider, or client error; prepare referral forms and make documentation available to investigators.
- Provide general assistance to providers to maintain cooperative relationships; direct difficult issues to appropriate resources for assistance and resolution such as payment issues or requests for information.
- Conduct outreach activities related to program area such as making presentations to the community, assisting in the creation of marketing materials, and occupying informational booths at various local events.
- Participate in various committees and special projects related to program activities and responsibilities.
- Perform other duties as appropriate or necessary for performance of the job.
Knowledge, Skills, & Abilities:
- Eligibility criteria, rules, and regulations for various public assistance programs.
- Basic principles and concepts of human behavior.
- Basic interviewing techniques.
- Routine software and business applications including, but not limited to, word processing, spreadsheets, presentation software, and databases.
- Basic mathematical calculations.
- Communicate clearly and concisely, both verbally and in writing.
- Read and comprehend department and County rules, regulations, policies, and standard operating procedures.
- Apply program, department, and County rules, regulations, policies, procedures, and standard operation procedures.
- Accomplish the assigned workload in a timely manner and meet established performance standards and objectives.
- Maintain sensitive and confidential information.
- Provide professional customer service to client and public.
- Community resources including medical, social, educational, financial, and residential.
- Scope and application of rules and regulations related to local, state, and federal public assistance programs.
- Perform duties independently without close supervision.
- Effectively respond to conflict situations and people in conflict.
- Make difficult eligibility decisions in cases falling outside normal guidelines or criteria.
- Detect errors and make corrections.
- Interpret and apply changes in policy, procedures, rules, and regulations.
- Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
- Three years experience in a directly related field including one year of experience equivalent to that of an Assistance Program Technician I in Larimer County or in the performance of similar duties and responsibilities.
- Bilingual (English/Spanish) skills preferred.
- High school diploma or GED required.
- Possession of, or ability to obtain, a valid Colorado Driver's License.