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Kenosha County

Economic Support Specialist

Kenosha, WI, United States

$22.26 to $25.29 USD / hour

Apply on governmentjobs.com About employer

Applications open in a new tab.

Job details

Pay: $22.26 to $25.29 USD / hour
Apply by: Dec 1, 2026
Posting language: English
Posted: Nov 13, 2026

Original job description

Job description

ECONOMIC SUPPORT SPECIALIST

The Kenosha County Economic Support Program offers a unique opportunity for those who desire a challenging and rewarding career which positively impacts the well-being of children, families, and county residents. The Economic Support Specialist/Call Center Agent in the Division of Workforce Development is responsible for determining the sources, types, and levels of public assistance available by law as well as taking proper action to issue benefits and perform case management activities to eligible consumers requesting such programs and services. The majority of consumer communication and case updating is conducted by telephone while on the computer in a call center environment. Please see the following video to learn more about the Economic Support Specialist position: https://wchsa.org/economic-support-staff 2027 Hiring Range: $22.26 - $25.29 per hour The anticipated start date for this position is Monday, January 25th, 2027.

Position Summary and Job Duties The Economic Support Specialist performs a wide range of skilled tasks in eligibility determination for local, state, and federal public assistance programs including Medical Assistance, FoodShare, Child Care Assistance, Elderly, Blind and Disabled, Long Term Care, and Caretaker Supplement benefits. Job duties include:

Conducts an interactive interview to collect, verify, and document required information such as proof of identity and demographics, income, expenses, and assets, and simultaneously enters information into a computer program to determine initial and ongoing public assistance program eligibility
Fields calls in the call center to answer questions, take applications, review cases, enter changes, and assess eligibility for various assistance programs
Researches, interprets, and explains local, state, and federal policies governing eligibility, legal rights, and responsibilities
Learns and provides information regarding various programs of assistance as well as community resources to refer individuals and families to, both inside and outside of the agency as appropriate; also receives and processes referrals from other agencies
Develops and maintains the ability to problem-solve and to perform duties in an independent manner while exercising good judgement
Uses discretion with consumers and exhibits cultural competence; observes rules of confidentiality and maintains non-judgmental attitude
Attends all mandatory training sessions and completes all state-required training as outlined in state contracts
Maintains a current understanding of the policies and procedures provided through update memos and on-line handbooks
Reports in a timely and courteous manner to telephone, letter, and personal contacts made by partner agencies on behalf of a client to provide information and assistance regarding eligibility assessments and application procedures
Determines referrals and exemptions for employment programs
Refers suspicious or questionable cases to the Program Integrity Unit for further investigation
Determines accuracy of information and reconciles discrepancies
Keeps informed of all process and program change
Explains program rules and requirements to the public and customers
Ensures all data is entered into electronic data systems accurately and timely
Electronically documents all service contacts and case actions
Maintains security of all customer records
Uses a one-touch philosophy for consortium calls, which means processing all action items attached to a case at time of call or interaction in person
Performs SNAP/FoodShare quality assurance reviews using the tool determined by DHS, currently the Pre-Certification Tool, to review SNAP/FoodShare applications and re-certifications prior to issuance of benefits
Performs other duties as required or assigned

Success Factors

Knowledge of:

Public assistance program policies and procedures and available community resources
Provision of quality customer service and case management in a call center environment
Evaluation processes and techniques, interviewing techniques, and case file and computer records management
CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment

Skill in:

Microsoft Office Suite, including Word, Excel, and Outlook
Organization and time management, decision-making, customer service, written and oral communication
De-escalation

Ability to:

Maintain a professional demeanor with the public, establish customer relationships, and have strong interpersonal skills
Enter alpha-numeric data into multiple entry systems
Communicate effectively with other staff members, supervision, and the public
Gather, organize, and evaluate data quickly to meet deadlines
Work respectfully in a diverse and inclusive environment and remain professional and courteous at all times
Adhere to strict computer security and confidentiality guidelines
Adhere to process protocol and apply established protocols in a timely manner

Job Requirements, Education, Training and Experience Required Education and Experience

High school diploma or GED equivalent

Preferred Education and Experience

Associate degree in Human Services, Sociology, or related field
Experience working in a call center or customer service environment
Experience with individuals of varying socioeconomic backgrounds
Bi-lingual proficiency (English/Spanish)
Or any combination of education, training, and experience which provides the required knowledge, skills, and abilities

Other Job Requirements

Regular attendance and punctuality
Successful completion of new worker training program within allotted time frame; must comply with all requirements

Physical Demands The physical demands described here 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.

The position involves light physical demands and could include exerting up to 20 pounds of force occasionally and up to 10 pounds of force frequently
Ability to remain in a stationary position during shift
Ability to repeat the same movements
Ability to complete tasks in a call center environment
Ability to speak clearly so listeners can understand, and to hear/understand the speech of another person
Ability to view details of documents and text on computer screen that are less than a few feet away
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects

Selection Process

Application Review - Qualifying
Oral Interview - Qualifying
Background Check - Qualifying
Drug Screen - Qualifying

If you require accommodations at any point in the selection process because of a disability, please notify Human Resources in advance for arrangements.

Applications must be submitted no later than Monday, November 30, 2026, at 12:00 noon.

To learn more about the Kenosha County Division of Workforce Development Economic Support Program, please visit: https://www.kenoshacountywi.gov/264/Workforce-Development

Kenosha County is a Wisconsin Retirement System participating employer. Your participation is required, which includes an employee contribution.

The pay grade for this position is NE7 (Min. $22.26 – Max. $28.32 per hour).

We are located in Kenosha County, an expanding community along the shores of Lake Michigan and less than an hour away from Milwaukee and Chicago. To see why Kenosha County is a great place to live, work, and play, please visit: https://www.visitkenosha.com/ or https://lifebalancedkenosha.com/.

Thank you for your interest in employment with Kenosha County!

Benefits

Health, dental and vision insurance effective first of month following 30 days of employment, with the ability to reduce premium contribution through participation in a wellness program
Flexible Spending Accounts
Employee Assistance Program
Paid Time Off
Volunteer Paid Time Off
Twelve Paid Holidays
Retirement Plan: Participation in the Wisconsin Retirement System which includes county-paid life insurance
Tuition Reimbursement

Apply on governmentjobs.com About employer

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Jobs in the United States