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Eligibility Technician - Bilingual English/Vietnamese

Company: Orange County CA
Location: Orange
Posted on: June 5, 2024

Job Description:

Salary : $48,235.20 - $62,233.60 Annually

Location : Orange County, CA

Job Type: Full-Time

Job Number: 7005VT-0524-063(O)

Department: Social Services Agency

Opening Date: 05/17/2024

Closing Date: Continuous

CAREER DESCRIPTION

ELIGIBILITY TECHNICIAN - BILINGUAL ENGLISH/VIETNAMESE

This recruitment requires that applicants be able to fluently speak, read, and write in Vietnamese, in addition to English.

In addition to performance-based merit increases, this position is scheduled to receive salary range increases on the following dates:

Effective June 28, 2024 - 4.25% increase

Effective June 27, 2025 - 4.00% increase

Watch video below to learn more about the position.

If you are interested, we encourage you to apply immediately as this recruitment will be posted for a minimum of five (5) business days and will remain open on a continuous basis until the needs of the County are met.

The is seeking qualified Bilingual English/Vietnamese candidates to fill current and future Eligibility Technician vacancies.

The Eligibility Technician positions will be assigned to any of the following programs:

  • (formerly known as Food Stamps)
  • (CAPI)
  • (GR)
  • (Affordable Care Act)

    WORK LOCATION

    Eligibility Technicians may be placed in Anaheim, Garden Grove, Laguna Hills, Orange, Santa Ana or at temporary mobile/outreach locations.

    BILINGUAL PAY

    An additional $1.15 per hour is paid for positions requiring bilingual skills.

    All candidates will be required to take and successfully pass a bilingual test

    DESIRABLE QUALIFICATIONS & CORE COMPETENCIES:
    In order to be successful in this position, candidates must demonstrate knowledge and/or experience in the following:

    Technology
    • Utilizing Microsoft Word, Excel, and Outlook
    • Having the ability to learn computer programs/software and other computer applications utilized daily and Call Center programs such as Century Link, Jabber, etc. Documentation and Record Keeping
      • Focusing on the details of work content and work steps/processes
      • Maintaining/updating client records and policies and procedures in compliance with State and Federal regulations
      • Ensuring the confidentiality of client records to comply with Health Insurance Portability and Accountability Act (HIPAA), Personally Identifiable Information (PII), and State/Federal regulations Client Focus
        • Providing clear communication both orally and in writing
        • Providing excellent customer service without bias to applicants/clients that are seeking benefits Case Management
          • Handling difficult and complex situations
          • Functioning independently and being able to obtain essential client information, including following up with clients
          • Performing fieldwork, including, but not limited to, outreach activities
          • Analyzing appropriate program policies, procedures, and/or guidelines to apply case situations to process cases timely
          • Ability to meet deadlines and conduct follow up with clients as required Customer Service
            • Having patience when dealing with confused and frustrated clients
            • Listening, being attentive and sensitive to client's needs
            • Understanding client's current emotional state
            • Developing and maintaining a collaborative work relationship with clients Analyzing, Problem Solving and Critical Thinking
              • Analyzing and evaluating the information provided by clients
              • Possessing critical reasoning skills
              • Being proactive in recognizing personal factors that impact client's needs
              • Making sound decisions/using good judgment to prevent financial loss for the County Conducting Interview
                • Gathering and interpreting complex documents, including policies and procedures
                • Asking appropriate questions that are related to client's case in a compassionate manner
                • Identifying information and obtaining facts/data pertinent to responding to a client question or concern Handling Stress
                  • Maintaining composure under pressure and in the face of workload demands and interruptions
                  • Remaining calm and professional while referring clients to resources for mental health issues, substance abuse, or homelessness Safety
                    • Showing vigilance and care identifying and addressing health risks and safety hazards
                    • Knowing and adhering to all safety practices in the workplace

                      MINIMUM QUALIFICATIONS

                      Please click for the Eligibility Technician minimum qualifications. Knowledge in the programs listed above is highly desirable but not required.

                      TRAINING EXPECTATIONS
                      It is required that new Eligibility Technicians (ETs) complete mandatory training in a classroom setting. In Assistance Programs, newly hired ETs will be temporarily stationed at a regional office and will be trained via job shadowing until they are scheduled to attend the mandatory training.

                      WORK ASSIGNMENT, SCHEDULE AND VACATION/TIME OFF REQUEST EXPECTATIONS
                      Both work assignment and schedule will be determined based on the needs of the department. Vacation/time off request is not permitted while in training, however, the department will evaluate requests on a case-by-case basis.

                      SPECIAL QUALIFICATIONS
                      Candidates will be required to undergo a background clearance check and must successfully clear prior to the start of their employment. All employment offers are contingent upon successful completion of a background check. Areas considered in the background check include conviction history, employment history, professional references and education verification (i.e. degree, license, or official transcripts) if applicable. Foreign degrees require an evaluation of U.S. equivalency by an agency that is a member of the National Association of Credential Services (N.A.C.E.S.) - In addition, a Child Abuse Central Index (CACI) background clearance check may be required. CACI is a repository of child abuse investigation reports managed by the Department of Justice (DOJ) that contains information related to substantiated cases of physical abuse, sexual abuse, mental/emotional abuse, and/or severe neglect of a child.

                      RECRUITMENT PROCESS

                      Human Resource Services (HRS) screens all applications to identify the qualified candidates for the position based on the skills required to meet the needs of the County. After the initial screening, the qualified candidates will be referred to the next step and notified of all further procedures applicable to their status in the competition.

                      Application Screening (Refer/Non-Refer): Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only applications exhibiting qualifications as listed in the job bulletin will be referred to the next step.

                      Online Assessment (Refer/Non-Refer)

                      Candidates who meet the minimum qualifications will be invited to take an Online Assessment. The Online Assessment will cover required job related, behavioral competencies needed for this position. Only the highest scoring candidates will be invited to take the Bilingual English/Vietnamese exam.

                      Bilingual Testing - Oral and Written (Weighted 100%): Candidates will be rated by bilingual job knowledge experts. Each candidate's rating will be based on their bilingual skills both orally and in writing. Only the most successful candidates will be placed on the eligible list.

                      Eligible List
                      Human Resource Services (HRS) will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

                      Based on the Department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedures. Completion of a background investigation to the satisfaction of the County may be required for some assignments.

                      Note to Candidates who recently applied and had taken the online assessment from previous recruitment:

                      The Online Assessment has a 180-day test-taking restriction. If you've taken this test or a similar test in the last six months, you may only be required to take a portion of the test or won't be required to take it at all. However, you will still need to login to the test to check whether or not you'll need to take part of or all of the test.

                      Veterans Employment Preference

                      The County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here to review the policy.

                      ADDITIONAL INFORMATION

                      EMAIL NOTIFICATION:

                      Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included on your application and use only one email account.

                      NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

                      Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at

                      FREQUENTLY ASKED QUESTIONS:

                      Click for additional Frequently Asked Questions.

                      For specific information pertaining to this recruitment, please contact Linda Crater at (714) 245-6123 or Linda.Crater@ssa.ocgov.com .

                      EEO INFORMATION

                      Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.

                      Non-Management Benefits
                      In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays--we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System

                      Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.

                      Click for information about benefits offered to County of Orange employees.

                      01

                      Please indicate your length of office/administrative experience, which involved increasing responsibility for record keeping, case management, customer service, and or public contact work (including interviewing).
                      • 0 - 6 months
                      • 6 months - 1 year
                      • 1 year, but less than 2 years
                      • 2 years or more

                        02

                        If you are substituting part or all of the experience with education, please indicate below. Attach the supporting copies of your diploma and/or transcripts.
                        • Bachelor's degree (or above) in Human Services (attach copy of diploma or transcripts)
                        • Bachelor's degree (or above) in a Social or Behavioral Science (attach copy of diploma or transcripts)
                        • Associates degree or some coursework in Human Services or Social/Behavioral Science (attach transripts listing the courses)
                        • None of the above

                          03

                          Are you able to speak, read and write in Vietnamese? (Candidates are required to pass a bilingual test for speaking, reading, and writing in Vietnamese prior to job offer.)
                          • Yes
                          • No

                            04

                            Please indicate the areas below in which you have experience.
                            • Record keeping
                            • Case management
                            • Customer service
                            • Public contact work
                            • Public interviewing
                            • None of the above

                              05

                              Please indicate in which of the benefits assistance programs, listed below, that you have work experience and/or knowledge.
                              • CalFresh
                              • CalWORKs
                              • General Relief
                              • Medi-Cal
                              • Foster Care
                              • In Home Supportive Services
                              • None of the above

                                06

                                Please describe in detail your work experience and/or knowledge of the benefits assistance programs that you selected above.

                                07

                                Please indicate your length of call center experience in providing accurate information, de-escalating situations, guiding callers through troubleshooting, reviewing accounts, and reaching a first contact resolution.
                                • 0 - 6 months
                                • 6 months - 1 year
                                • 1 year, but less than 2 years
                                • 2 years or more

                                  Required Question

Keywords: Orange County CA, Orange , Eligibility Technician - Bilingual English/Vietnamese, Other , Orange, California

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