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Eligibility Services Specialist

Hybrid

Recruitment # 251023-7168SH-001

Location Hartford, CT

Date Opened 10/24/2025 2:00:00 PM

Salary $66,733 - $83,328/year

Job Type Open to Agency Employees

Close Date 11/3/2025 11:59:00 PM

Go Back Apply View Benefits (https://www.jobapscloud.com/CT/jobs/?b=Benefits)

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+ Introduction

Are you a current Department of Social Services employee with six (6) years of experience in the determination of client eligibility for public assistance with one (1) year at the level of an Eligibility Services Worker? If so, we encourage you to consider the Eligibility Services Specialist position below!

The State of Connecticut (https://portal.ct.gov/) , Department of Social Services (DSS (https://portal.ct.gov/dsshome/) ) – is accepting applications for three (3) full-time Eligibility Services Specialist (https://www.jobapscloud.com/CT/specs/classspecdisplay.asp?ClassNumber=7168SH&R1=&R3=) located in Hartford, CT.

The Eligibility Contact Center (Tier 1) will be the first point of contact for our clients. We are a professional, fast-paced team answering a high-volume of calls related to a variety of questions such as general information, program status, status of submitted documents via phone. Any questions pertaining to eligibility for DSS programs will be directed to appropriate resources either within DSS or to external teams.

Position Highlights:

+ Full-time | Hybrid

+ Monday - Friday | 8:00 am – 4:30 pm or Monday – Friday | 8:30 am – 5:00 pm

In your role as a Tier 1 Contact Center Eligibility Services Specialist, you will:

+ Assist with onboarding and training new SSA’s.

+ Work closely with the agents to help support, coach, mentor and motivate them through conversations with the clients in a professional manner.

+ Assist the agent with difficult, unusual and/or complex case resolution, there may be times when the call needs to be taken over to resolve.

+ Monitor and help the team adhere to standard service level KPI’s in a high-volume contact center such as:

+ Average Speed to Answer (ASA)

+ Average Talk Time (ACD)

+ Average After Call Work (ACW)

+ Average calls per hour

+ Adherence to scheduled breaks and lunches

+ Call Monitoring- Live and recorded

+ Additional training will be provided for the VoiceCT Phone system reporting.

+ Create a positive and productive work environment, provide motivation, and facilitate team meetings to share updates and discuss performance.

+ Teamwork. Together we will work as team to support each other (agents, leads, supervisors and manager).

What we can offer you:

+ View our State Employee Benefits Overview (https://www.jobapscloud.com/CT/jobs/?b=Benefits) page!

+ Professional growth and paid professional development opportunities.

+ A healthy work-life balance (https://www.youtube.com/watch?v=y6n9M1Qd5fo) to all employees!

+ The State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service. Click here (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service) for more information.

About the Department of Social Services:

The State of Connecticut, Department of Social Services (DSS) delivers and funds a wide range of programs and services as Connecticut’s multi-faceted health and human services agency. DSS services about 1 million residents of all ages in all 169 Connecticut cities and towns. We support the basic needs of children, families, older and other adults, including persons with disabilities. Services are delivered through 12 field offices, central administration, online and phone access options. Follow us on twitter @ctdss (https://twitter.com/ctdss) and see what we are all about!

Selection Plan

In order to be considered for this job opening you must be a current State of CT employee of the agency listed on the job opening for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application.

FOR ASSISTANCE IN APPLYING:

Check out our Applicant Tips on How to Apply! Need more resources? Visit our Applicant Reference Library (https://portal.ct.gov/das/home/services-for-state-employees/statewide-human-resources/applicant-reference-library?language=en\_US) for additional support throughout the recruitment process.

BEFORE YOU APPLY:

+ Meet Minimum Qualifications: Ensure you meet the Minimum Qualifications listed on the job opening by the job closing date. You must specify your qualifications on your application. The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.

+ Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below.

+ Resume Policy: Per Public Act 21-69 (https://www.cga.ct.gov/2021/act/pa/pdf/2021PA-00069-R00SB-00056-PA.pdf) , resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency.

+ Preferred Shift/Location: Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.

+ Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State. Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing [email protected].

+ Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.

+ Note : The only way to apply to this posting is via the ‘Apply’ or ‘Apply Online’ buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY:

+ Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire’s expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).

+ Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression!

+ Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks.

+ The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.

+ Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at www.ct.gov/ethics.

QUESTIONS? WE’RE HERE TO HELP:

Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Rocky Young at [email protected]

PURPOSE OF JOB CLASS (NATURE OF WORK)

In the Departments of Children and Families and Social Services this class is accountable for acting as a working supervisor and policy specialist in the provision of eligibility services to clients of the department's various assistance programs and may provide a broad range of client services and economic support aimed at maintaining or achieving a client's full potential for self-direction, self reliance and independent living.

EXAMPLES OF DUTIES

+ Plans unit workflow and determines priorities;

+ Schedules, assigns, oversees and reviews work;

+ Establishes and maintains unit procedures;

+ Provides staff training and assistance including monitoring and assessing current and projected needs;

+ Conducts or assists in conducting performance evaluations;

+ Acts as liaison with operating units, agencies and outside officials such as third party providers, social services agencies and attorneys regarding unit policies and procedures;

+ Provides technical and procedural support to staff;

+ Acts as liaison with Eligibility Services Supervisor concerning unit training needs, practical program implementation problems and effectiveness of unit workflow procedures;

+ Acts as unit policy specialist in difficult, unusual and/or complex case resolution;

+ Facilitates the resolution of systems and data problems;

+ Provides eligibility services and/or vocational services to clients assigned to individual caseload;

+ Conducts in-depth interviews with applicants experiencing difficulty in meeting program eligibility requirements;

+ Evaluates clients' financial needs and stabilizes economic situation by providing necessary assistance and services;

+ Periodically reviews eligibility to ensure correct benefits level;

+ Conducts comprehensive social services assessment to identify potential barriers to employability;

+ Provides necessary eligibility, employment and supportive services to reduce barriers and promote self sufficiency;

+ Monitors client progress with employability plan and takes appropriate actions including conciliation and/or sanctioning;

+ May make recommendations on policies or standards;

+ May prepare reports and correspondence;

+ May provide client orientation to agency programs and support services;

+ May be responsible for agency components of client Independence Plans;

+ May make presentations within agency and/or community;

+ Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

+ Considerable knowledge of

+ and ability to interpret and apply relevant agency policies and procedures;

+ and ability to interpret and apply relevant state and federal laws, statutes and regulations;

+ available community support and social services resources;

+ common individual and/or family financial practices and investments;

+ Eligibility Management System;

+ Knowledge of

+ counseling and interviewing techniques;

+ employment problems of economically disadvantaged and issues which are barriers to employment;

+ Skills

+ interpersonal skills;

+ oral and written communication skills;

+ interviewing skills;

+ problem solving skills;

+ Ability to maintain client records and prepare reports;

+ Training ability

+ Supervisory ability.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Six (6) years of experience in the determination of client eligibility for public assistance.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been at the level of an Eligibility Services Worker.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

+ College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.

+ A Master's degree in a closely related area may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

+ Experience with customer service

+ Experience in taking client complaints and resolving the issue;

+ Experience with triaging urgent matters;

+ Experience troubleshooting and navigating ImpaCT;

+ Experience in collaborating with others to resolve issues;

+ Experience with the ImpaCT and Access Health CT (AhCT) and other operational systems;

+ Experience with the Supplemental Nutrition Assistance Program (SNAP), Cash, Medical and AhCT state administered programs;

+ Experience with Benefit Center, Service and Processing Center functionality;

+ Experience identifying problems, researching solutions, deciding, and verifying accuracy of decision;

+ Experience prioritizing work and meeting time sensitive deadlines;

+ Experience communicating in writing and verbally to diverse populations and skill levels.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.

Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online