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Job Descriptions:

We look for individuals in our organization who are passionate about our mission and values, and providing excellent customer service.

We value our employees, working closely with them to help them be successful. We value the people we provide services to, ensuring they receive the highest quality of customer service.

Be a champion for excellent service for Seniors & People with Disabilities by providing mentorship and training to staff.

Recruitment #: 456-05-25

Closes: June 3, 2025 (Last day for lateral internal transfers 5/13/25).

Salary: Starting at $5,081 per month, with excellent benefits (see below)

Agency Sponsored benefits: Medical/Dental, Paid-time off, Public Employee Retirement (PERS), Employee Assistance Plan, Long Term Disability. Great culture.

Employee paid benefits: Deferred Compensation, Life Insurance, Short Term Disability, Colonial Life Supplemental Plans, Legal Shield.

General Description

Provides ongoing support to Eligibility Specialists, ADRC Specialists, and their managers in maintaining high quality services through training, quality assurance reviews, technical assistance, program guidance, and workload support and coordination.

Essential Functions

+ Provide initial and ongoing training to develop and enhance employee knowledge and skills

+ Provide quality assurance

+ Provide program guidance and technical assistance

+ Provide workload support and coordination

+ Facilitate confidence in the Quality and Training Specialist, and therefore the Agency and programs

+ Protect consumers and reduce Agency risk

+ Provide excellent consumer service in a professional manner

1. Provide initial and ongoing training to develop and enhance employee knowledge and skills

+ Develop and recommend a training path for new Eligibility and ADRC Specialists, suggest corresponding work assignments

+ Develop and conduct remotely and on-site program-specific training for regular and new employees, including program tools and procedures (ONE, Legacy Systems, MMIS, Oregon ACCESS, GetCare, TASC, etc.)

+ Develop and conduct individual and group training covering changes in program policy, procedures and systems

+ Help to identify areas of needed training through information gathered in training, case reviews, and ongoing questions

+ Provide mentoring support to employees and develop and conduct supplemental training

+ Communicate with Program Manager or Program Supervisor on employee training needs and learning progress

+ Facilitate meetings with updated policy information

+ Review, update, and improve training materials and program tools

+ Provide program overview training for non-eligibility specialist staff.

2. Provide quality assurance

+ Perform quality and compliance reviews to ensure that recipients receive appropriate benefits, and that the Agency is meeting program requirements

+ Evaluate review findings, investigate case actions, and prepare reports and recommendations to management based on findings

+ Assist managers with developing and implementing action plans associated with findings

+ Complete Security Audits for accuracy of in-office receipting, payments, and EBT card issuance in accordance with state and federal regulations

+ Monitor the ONE system for incorrect benefit determinations and file Service Desk tickets to correct system issues

+ Identify performance trends and recommend quality and efficiency improvements

+ Retrieve and analyze information from reporting systems and provide managers with monthly updates related to Unit status

+ Develop and implement internal quality assurance review tools for financial eligibility determination

+ Continuously update and demonstrate knowledge of Agency program policies and procedures.

3. Provide program guidance and technical assistance

+ Serve as a policy and technical resource for Eligibility/ADRC Specialists, supervisors, and managers; assist other agency staff as needed

+ Research and interpret program rules to implement agency policy and to ensure accurate program guidance

+ Investigate and troubleshoot Eligibility systems and worker actions to correct issues and find solutions

+ Monitor program eligibility rules, guides, and references for discrepancies; notify policy unit of needed attention

+ Participate in state workgroups to help review the ONE system changes and updates; provide collective feedback on program/system issues to policy units.

4. Provide workload support and coordination

+ Provide ongoing support to Eligibility/ADRC Specialists in-person, remotely, on-site, and at other assigned locations

+ Conduct and participate in complex case staffing and assist with problem-solving

+ In coordination with Program Supervisor, assign tasks to employees and adjust for shifting workload and schedules

+ In the absence of Program Supervisor, provide initial or back-up handling of escalated consumer needs.

+ Assist with covering workload on a limited basis, as needed.

5. Facilitate confidence in the Quality Assurance Specialist, and therefore the Agency and programs

+ Embrace and exhibit the Agency Mission, Vision and Core Values

+ Provide excellent service to the consumers by meeting their needs, following through, and meeting deadlines

+ Interact with the public, consumers, co-workers and others in a patient, respectful and culturally appropriate manner

+ Work effectively with a wide variety of individuals

+ Maintain the skills and knowledge required to perform duties.

+ Participate in regular training and policy meetings to enhance skills and knowledge

+ Provide suggestions for improvement.

6. Protect consumers and reduce Agency risk

+ Follow policies, regulations and requirements of project and Agency

+ Provide documentation as set forth by Federal, State, funding regulations, and Agency policy

+ Serve as Mandatory Reporter of suspected abuse of vulnerable populations as required by policy and regulations.

7. Provide excellent service in a professional manner

+ Apply required knowledge and skills

+ Meet quality standards in accuracy and timeliness

+ Exhibit good decision making, problem solving and work habits

+ Meet quality standards in accuracy, judgment, timeliness and following policy and procedure

+ Exhibit good work habits, including organizational skills, regular attendance, working independently, seeking and offering assistance when needed

+ Exhibit technology skills related to the work needing to be done, including troubleshooting system issues (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, programs like ONE, Legacy Systems, MMIS, Oregon ACCESS, GetCare, TASC etc.)

+ Regular attendance to meet the demands of this job and provide necessary services

+ Exhibit a positive attitude towards consumers, co-workers, managers and others.

Secondary Functions

Support Agency and Quality Assurance & Training Unit by overseeing and working on special projects as needed.

Supervisory Responsibilities

None

Required Experience:

Minimum Qualifications

A qualified applicant will have a minimum of six (6) years of equivalent combination of education and/or experience which demonstrates the knowledge, skills and abilities required. The following qualifications will be considered as meeting the minimum requirements:

+ Bachelor’s degree in social sciences or related field of study

+ A minimum of two (2) years of experience working with social service or public benefit programs in a similar capacity with similar populations, one (1) year of which should be in a role determining eligibility for programs or benefits

+ Experience in training others.

Knowledge, Skills, and Abilities

The successful applicant must have the following general skills, including the ability to:

+ Speak, read, write and understand English and follow verbal and written instruction

+ Apply evaluation, analytic and writing skills

+ Apply regulations and policies relevant to work performed

+ Read, interpret and explain policies to others

+ Organize and prioritize tasks to meet required time timeframes

+ Collaborate and coordinate with others

+ Work effectively with a wide variety of individuals and small groups

+ Build relationships and network

+ Exhibit excellent interpersonal communication and listening skills

+ Exhibit good judgment, and use courtesy and tact

The successful applicant must have the following job-specificskills, including the ability to:

+ Maintain knowledge of Agency programs, and gain advanced knowledge in areas related to eligibility determination

+ Obtain thorough knowledge of Agency policies, procedures and program tools related to eligibility work

+ Exhibit technology skills related to the work needing to be done, (word processing, spreadsheets, database, internet research, mail, IM, phones, copiers, etc., programs like ONE, Oregon Access, etc.)

+ Explain and present complex technical information

+ Train others through a variety of methods such as classroom training, written materials, electronic means, including videoconference, etc.

+ Identify, track and correct errors

+ Maintain knowledge of training techniques

+ Train, coach, mentor and provide effective correction and direction

+ Maintain thorough knowledge of compliance and quality requirements

+ Learn and apply policies, regulations, requirements and rules around mandatory reporting, and involving privacy and confidentiality

+ Understand the function and relationship of other job positions within the agency

+ Attend necessary meetings to maintain up-to-date knowledge and skills required to perform the duties.

Other Requirements

The successful applicant must have the following skills, including the ability to:

+ Support the agency’s mission, ethics, and values

+ Secure and maintain a driver’s license valid in the state of Oregon, or an acceptable alternative means of transportation

+ Commit to regular attendance as it is required to meet the demands of this job

+ Pass a criminal background check successfully

+ Maintain and share information according to privacy regulations

+ Serve as a mandatory reporter of suspected abuse of vulnerable populations as required by policy and regulation

+ Complete necessary work as assigned

Work Environment and Physical Demands

Eligibility Specialists typically work in an office environment. They must be able to:

+ Use a computer, telephone, and other office equipment

+ Tolerate and be able to work where the noise level is that of a typical office

+ Encounter frequent interruptions throughout the work day

+ Regularly sit, talk, or hear

+ Use repetitive hand motions

+ Handle objects and sustain a sense of touch

+ Stand, walk, reach, and bend

+ Lift up to 25 pounds

+ This position requires occasional travel to consumers in a variety of settings, homes, facilities, etc. of varying levels of cleanliness and repair. Travel to other offices may require overnight stay. Field work requires driving an Agency car or personal vehicle, and carrying and using a laptop computer.

Contact with the public in home or office environments may risk exposure to people with contagious diseases or irrational/hostile behavior and contact with domestic animals.

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Classification: EligibilityQuality and Training Specialist

Position Number: 456

Salary Range: UN22

FLSA Status: Non-exempt

Unit: Quality Assurance and Training

Reports To: ONE Eligibility Program Manager

Union Status: Unrepresented

Last Revision Date: June 2024

This job description is a general guide for the job to be performed and does not cover everything. Employees may be required to perform other duties, including covering for, and in, other offices. Employees are expected to follow and perform other job-related duties requested by their manager.

Reasonable accommodations will be made as needed.

Job descriptions are subject to change.

Keyword: Quality Assurance

From: NorthWest Senior & Disability Services