DSS Internal Call Center Monitor / 61013977 & 61015218

Job Responsibilities

This is a South Carolina Department of Social Services Internal Position. Only current South Carolina Department of Social Services employees are eligible for this position.

SPECIAL NOTICE: (2) positions available

Do you have a passion to provide meaningful work in the community? Would you like to be part of an organization whose central mission is helping to protect, stabilize and strengthen the lives of children, families, and vulnerable adults? Then the South Carolina Department of Social Services has the right job opportunity for you.

Job duties:

• Under general supervision, monitors the DSS Economic Services Interview Center via AWS Connect for the TANF and SNAP assistance programs to ensure accurate application of polices, consistent application of procedures, improve customer service, and overall ES Interview Center workflow/processes statewide. This position closely monitors the AWS Connect queue, generate reports, listens and reviews calls for quality assurance purposes, and works closely with Division of County Operations management to relay areas of improvement based on review findings

• Provides quality assurance monitoring of AWS Connect to ensure eligibility specialists are accurately and efficiently conducting interviews to determine eligibility for SNAP and/or TANF according to policies and procedures. Monitors the DSS Economic Services Interview Center queue, staffing numbers, wait times, workloads, and processes to ensure maximum efficiency and minimize customer service complaints.
  
  Monitors performance of eligibility staff to make improvements or take corrective action. Prepares and provides productivity reports for management. Reports identified trends and/or circumstances that require immediate attention or resolution to management.

• Evaluates and conducts a minimum of 5 case reviews in the Case Review System per day, which includes listening to recorded eligibility interviews and reviewing system eligibility actions to ensure eligibility staff interprets and explains information such as eligibility requirements, application details, applicable policies, applicants' rights, reporting requirements, mandatory script information, and answers applicants' questions about benefits and benefit processing procedures. Evaluates workers' interactions with applicants/recipients and documents customer service findings.
  
  Determines if system actions/procedures are followed and the case is documented accordingly. Reports identified trends and/or circumstances that require immediate attention or resolution to management.

• Assists with investigating applicant complaints regarding benefit issuance and/or general inquires to gather information pertinent to their applications. Initiates procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance.
  
  Checks to ensure that appropriate changes were made to resolve customers' problems. Tracks customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Provide complaint/inquiry circumstance information to supervisors, co-workers, and management by telephone, in written form, e-mail, or in person.

• Performs emergency disaster management services to include but not limited to Red Cross sheltering and Disaster SNAP.

Minimum and Additional Requirements

Agency Requirements:

A high school diploma and relevant program experience.

A bachelor's degree may be substituted for the required program experience.

Additional Comments

This application for employment with the SC Department of Social Services must be completed in its entirety. A resume may be included; but shall not be substituted in lieu of the completion of this application in part or in whole. "See Resume" is not acceptable information for the completion of any part of the requirements of this application. If such is submitted, this employment application will be considered incomplete and may not be forwarded as eligible for consideration to hiring managers.

Must have a valid driver's license. Occasional overnight travel is required.

Ability to exercise judgment and discretion. Must communicate effectively both orally and in writing.

If you certify, by completion and submission of this application, that you possess educational credentials that qualify you for the available DSS positions, you will be required to provide a certified official transcript, if you are selected for job offer.

Division: Economic Services / Richland County