IN-IDOE Help Desk Coordinator/Intermediate

Engagement Type

Contract

Short Description

This position will be instrumental in the administration of a new human-centered federal government benefit program.

Complete Description

The top responsibilities will include application processing, customer service interaction, and case management. The ideal candidate will be able to quickly learn how to process applications while following USDA guidelines, effectively and compassionately communicate (through the phone or via email) to schools and households and maintain household cases in a database to ensure benefits are accurately issued.

• Understand eligibility guidelines and the application approval process
• Efficiently review and process applications
• Investigate flagged applications and follow up with households or schools as necessary
• Maintain a variety of files, update case files as new material is collected, ensure that information is organized and that all necessary case documentation is retained in compliance with the record retention policy
• Work with leadership to resolve escalated customer concerns and system problems
• Provide courteous, timely, and accurate frontline customer service interactions and information.
• Greet customers and provide guidance, information, and direction to customer inquiries in a polite and courteous manner.
• Track customer interactions and inquiries and generate reports for management
• Escalate complex or high-profile customer inquiries to supervisor for review and evaluation
• Research information in order to provide answers to customer inquiries
• Answer inquiries over the telephone or in person concerning regulations or procedures
• Receive and prepare replies to routine correspondence
• Operate office machines related to specific area of work
• Make an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules, regulations, and guidelines.

this could replace the second bullet point below)

• Examine data matches to find inconsistent and / or duplicated data.
• Keep current on all changes in rules, regulations, and guidelines regarding the Summer EBT program.
• Makes recommendations to assistant director about procedures and methods to improve efficiency and effectiveness.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Non-IT help desk experience

Required

Years

Strong customer service experience

Required

Years

Accuracy in data entry

Required

Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels

Required

Excellent organizational and time management skills

Required

Ability to deal with confrontational situations

Required

Excellent oral and written communication skills

Required

Ability to work as a member of a team

Required

Proficient in Microsoft Office and Google Drive

Required

Basic math and accounting skills

Required

Self-directed

Required

Questions

Description

Question 1

Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence.

The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?

Question 2

Please list candidate's email address.

Question 3

Only local candidates to Indianapolis will be considered for this position. Please provide the current home address.

Question 4

Question 5

Selected candidate will be required to work onsite 3 days per week, 2 days remote. Please confirm the resource understands this requirement.

Question 6

Vendors have the ability to submit 2 candidates for consideration against these positions.