Erika Prado

• 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.
• Expedited case reviews by promptly responding to requests for additional information or documentation from supervisors or other agencies.
• Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Trained staff on current eligibility requirements and policies.

• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
• Communicated with people from various cultures and backgrounds on application process
• Listened to clients attentively, asked probing questions, identified, and addressed actual benefits needs
• Confers with supervisors or management on the need for staff training to improve the accuracy of district case processing systems and procedures
• Initiates action to issue aid payments pending determination and prepares necessary documents authorizing the restoration or termination of benefits
• Organizes workload to ensure required documents and /or verification in the case records are processed and updated within the specific time limits established by legislation and regulation
• Verifies earnings or incomes not reported by participants to compute the amount of overpayment, generating the over payment reports, and making referrals to the Welfare Fraud Prevention and Investigations Unit
• Will have to conduct unit meeting in supervisors absence as well as attend mandated meeting if supervisor is unable to attend
• Occasionally assist with conducting case reviews.
• Trained staff on current eligibility requirements and policies during Calfresh Induction training after Calsaws program was implemented.
• Assisted in creating demos and presenting them to new trainees.
• Reviewed cases for the trainees for accuracy and completeness and provided feed back.

• Assisted clients over the phone in regards to questions they had on over payments on closed cases
• Helped clients with payment arrangements
• Assisted clients with collection of payments in person and or over the phone
• Posted payments in Calwin that were tax intercepted
• Processed refunds, cancelled claims, created claims; nsdc non-system determined claims and helped mail out claims to other counties where clients transferred to who still had outstanding claims
• I worked with several different computer software such as Tax Intercept, Cubs, Doc Star and Calwin
• I also conducted the Fair Hearing for General Relief.

I started working for the county in 01/2007 as an intake worker at the Lompoc office I was sent over in 03/2008 to the call center when it was newly opened. There I was in a caseload unit that processed CalFresh only. I was also part of the telephone workers answering clients’ calls. It then converted to case load units and telephone units, and I was sent to training in 2017 to complete the medical training. I was a CalFresh only worker for about 8 years. As soon as I completed my training, I was part of the new pilot unit that was in charge of having their own caseloads. I was a mentor in that unit as I was one of the ones selected to go over and help with the piloting. Soon after being only there for 3 months, I was promoted to lead worker and sent to work at the Compliance division as a collections EW.