Lesia Duncan
Eligibility Counselor II
Knoxville,United States
Overview
4
4
years of professional experience
Work History
Eligibility Counselor II
Department of Human Services
12.2021 - Current
- Assisted clients in understanding eligibility requirements for various programs.
- Manage a workload of initial and on-going eligibility determinations for SNAP and TANF programs based on specific economic criteria in accordance with Federal and State requirements.
- Actively calculating monthly income and expenses to ensure accurate budgeting. Documenting information regarding verifications requested/received, benefits and services provided, and other case-related activity using a computerized case record and/or paper case files.
- Continually to review and interprets program policy and explains eligibility and ongoing responsibilities for programs/services to ensure customer understanding.
- Provided exceptional customer service through empathetic listening and clear communication during probing interviews via telephone.
- Efficiently managed caseloads, ensuring all clients received prompt attention and assistance throughout the eligibility process.
- Educated clients on available resources and services tailored to their situations.
- Offer resources for each client based on individual needs and circumstances, promoting self-sufficiency and independence.
- Participated in training sessions to enhance knowledge of policies and procedures.
- Adapted quickly to changing regulations affecting program eligibility criteria.
- Prevented fraudulent claims by cautiously verifying client information against supporting documents.
- Conducted in-depth interviews with clients to gather necessary information for determining benefit eligibility.
- Resolved discrepancies with client applications to verify eligibility.
- Communicated with people from various cultures and backgrounds on application process with the assistance of the language services.
Volunteer at my church with the youth and elderly.
I help monitor the youth during Vacation Bible Study.
Helping chaperone with outing to baseball, movies, church events
like Easter egg hunts, Trunk or Treat and any events that I'm needed at.
I also volunteer and help the elderly members by visiting them in rehab
and taking them Sunday communion, weekly visits, and organizing small
birthday, Mother's & Father's day, Thanksgiving, Christmas and luncheons
for them.
Timeline
Eligibility Counselor II
Department of Human Services
12.2021 - Current