Alicia Contreras
El Paso,TX
Summary
At the Department of Public Social Services, I excelled as an Eligibility Worker II, enhancing client satisfaction and departmental efficiency through expert application processing and policy knowledge. Leveraging skills in Microsoft Office and cross-cultural communication, I significantly improved application accuracy and processing times, embodying professionalism and a results-driven approach.
Overview
5
5
years of professional experience
Work History
Eligibility Worker II
Department of Public Social Services
11.2019 - 07.2024
- Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Maximized departmental efficiency by maintaining a well-organized workspace and filing system, ensuring easy retrieval of necessary documents at all times.
- Enhanced client satisfaction by providing efficient and accurate eligibility assessments for various social service programs.
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Established databases to track, analyze and automate eligibility application processes.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Communicated with people from various cultures and backgrounds on application process.
- Processed and certified documents for accuracy and compliance with government regulations.
- Proactively identified potential fraud cases through diligent review of application materials and referral to appropriate channels for further investigation.
- Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
- Streamlined application processing times by maintaining thorough knowledge of program rules, regulations, and requirements.
- Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Exemplified professionalism and commitment to public service excellence by consistently meeting or surpassing established performance metrics related to application processing speed, accuracy, and client satisfaction ratings.
- Resolved discrepancies with client applications to verify eligibility.
- Trained staff on current eligibility requirements and policies.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Facilitated smooth transitions between program stages by coordinating closely with internal departments and external partners as needed.
- Leveraged advanced technology tools to streamline data entry tasks while minimizing human error rates.
- Reduced errors in eligibility determination by conducting regular audits and feedback sessions for continuous improvement.
- Facilitated team training sessions on new policies and regulations, ensuring compliance and up-to-date knowledge across department.
- Conducted in-depth interviews with applicants to gather necessary information, leading to thorough and accurate assessments.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Environmental Science And Social Science - Double Major
University of Maryland - University College
Hyattsville, MD12.2014
Skills
- Written and verbal communication
- Application processing
- Appointment Scheduling
- Policy Knowledge
- Proficient in Software
- Cross-cultural sensitivity
- Social program eligibility
- Effective customer communication
- Financial data assessments
- Confidentiality
- Microsoft Office
- Data Entry
- Documentation And Reporting
- Policy Interpretation
- Program understanding and advisement
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Critical Thinking
- Organizational Skills
- Active Listening
- Adaptability and Flexibility
- Documentation skills
- Analytical Thinking
- Conflict Resolution
- Risk Assessment
- Professionalism
- Confidentiality Practices
- Report Writing
- Case Management
- Data Compilation
Timeline
Eligibility Worker II
Department of Public Social Services
11.2019 - 07.2024
Environmental Science And Social Science - Double Major
University of Maryland - University College