income maintenance case worker resume example with 11+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Service-oriented Income Maintenance Caseworker. Adept at managing on-going caseloads and gathering applicant information to determine benefit eligibility. Excellent communication, time management and problem-solving abilities.

  • Application review and processing
  • Documentation and paperwork
  • Applicant engagement
  • Federal and state policy interpretation and application
  • Resource information
  • Appointment scheduling
  • Program knowledge
  • Effective communication skills
  • Clerical knowledge
  • Organized and detail-oriented
  • Customer service experience
  • Multitasking
Work History
04/2018 to Current
Income Maintenance Case Worker 22Nd Century Technologies Ocoee, FL,
  • Evaluate average of 50 weekly incoming applications for different aid programs to determine if applicants meet eligibility for federal and state public assistance programs.
  • Schedule appointments with applicants to gather information and explain benefits processes.
  • Request and gather information via telephone, mail or in person from clients applying for assistance.
  • Review electronic data sources for employment information
  • Interview applicants and assess participants for aptitudes and abilities for economic security.
  • Assess information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
  • Follow federal and state policy guidelines when reviewing applicant data to determine eligibility.
  • Identify job seekers with job searching challenges to strategize success plans.
  • Work with clients to develop individual plans for self-sufficiency.
  • Make referrals to appropriate community services
  • Document all communication with applicants and inputted information into system using eCIS software, case narratives, and Microsoft Excel.
  • Communicate effectively with people from various cultures and backgrounds on application process.
  • Maintain on-going caseload of 150 households; meet with participants on regular basis via telephone and in person to review Individual Employment Plan for progress towards economic security.
  • Re-determine eligibility for federal benefit programs, process budget changes, review compliance with employment and training requirements, support requirements, and client's responsibilities.
  • Assist client financial needs for transportation, housing, and childcare needs through supportive services.
  • Follow federal and state rules on procedures of demonstrable evidence and apply sanctions for any lack of participant's progress towards economic security without good cause.
  • Maintain detailed case narratives in Microsoft Word.
  • Maintain and appropriately apply policies, procedures, and regulations pertaining to income maintenance programs; obtain, assemble, and analyze information.
  • Perform mathematical calculations to determine eligibility.
  • Liaison with local refugee resettlement agencies regarding new arrivals and interfacing with DHS SAVE software to determine citizenship status as related to federal refugee policy.
  • Communicate extensively via MS Teams with Propio Translation Services to process Refugee and Limited English Proficiency households.
04/2014 to 04/2018
Clerk Typist Commonwealth Of Pennsylvania City, STATE,
  • Responsible for review and processing of applications in order to facilitate openings, closings, and changes for Cash, SNAP, and Medical Assistance programs.
  • Complete data entry into various department programs including eCIS, MAPPER, ARRC, EBT tracking database, APPMAP, and Microsoft Office suite and other computer applications.
  • Responsible to monitor fax-to-resource account, CAO email accounts, and CAO voicemail resource account; review and forward documents to client records and notify appropriate staff.
  • Perform switchboard duty on rotational basis.
  • Provide stellar customer service to callers and walk-in clients.
  • Assist clients to apply for or renew benefits.
  • Accurately complete file-clearance on common application forms received by mail, in office, or via COMPASS.
  • Assess and assign weekly average of 250 applications for processing according to rotation schedule, by category, in accordance with CAO policy.
  • Update CCCASE screen to transfer cases.
  • Perform data entry via PC for clerical functions, including application processing, scanning documents, image notification, and case lookup and review.
  • Type client correspondence as requested, utilizing forms, memos, emails, and case narratives.
  • Gather, assembly, evaluate and forward information provided via mail, email, or face-to-face.
  • Interpret and apply OIM and clerical support policies, procedures, and regulations.
  • Interact objectively and with sensitivity to employees, clients, and management in stressful or difficult situations.
  • Maintain and post control logs, records, and schedules in Microsoft Excel.
  • Provide clerical support to Income Maintenance Caseworkers as needed.
09/2006 to 08/2010
Online Customer Service Representative Fante's Kitchenwares Inc City, STATE,
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Helped customers navigate website to order kitchen items online for added convenience and access to larger inventory.
  • Processed orders, monitored back-orders, invoiced and followed shipping procedures to expedite online ordering process.
  • Assisted clients with product questions to facilitate online ordering process.
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Followed-up with online price quotes via email and phone to answer questions and close sales.
  • Responded to website and email inquiries within 1 business days to maintain customer satisfaction and generate positive reviews.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved accounting, service and delivery concerns.
  • Processed average of 150 invoices each weeks and mailed documentation to clients.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Expected in to to
: Social Services
Eastern Gateway Community College - Steubenville, OH
Expected in to to
High School Diploma:
Mandeville High School - Mandeville, LA

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Resume Overview

School Attended

  • Eastern Gateway Community College
  • Mandeville High School

Job Titles Held:

  • Income Maintenance Case Worker
  • Clerk Typist
  • Online Customer Service Representative


  • Some College (No Degree)
  • High School Diploma

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