Bridget Zerby

• Intake and Assessment:Interviewing applicants to gather necessary information, assessing their needs, and explaining available benefit programs.
• Eligibility Determination:Determining and re-determining eligibility for various programs like SNAP, Medicaid, TANF, etc., based on established policies and procedures.
• Documentation and Record Keeping:Preparing and maintaining accurate records and files, including case management system updates.
• Communication and Referrals:Communicating with applicants, other agencies, and internal departments, and making appropriate referrals to other programs or services.
• Problem Solving and Investigation:Investigating discrepancies in information, identifying potential fraud, and resolving customer concerns.
• Compliance:Adhering to state mandates for timeliness and accuracy in all program areas.
• Policy Interpretation:Interpreting and explaining policies related to various financial assistance programs.

Skills and Knowledge Required:

• Knowledge of public assistance programs and eligibility requirements.
• Proficiency in interviewing techniques and data collection.
• Strong communication and interpersonal skills.
• Ability to analyze information and make accurate determinations.
• Familiarity with automated systems and software used for case management.
• Organizational and time management skills.

• Communication Skills: Ability to clearly explain complex information and build rapport with clients.
• Analytical Skills: Ability to analyze data, identify discrepancies, and make informed decisions.
• Organizational Skills: Ability to manage a caseload, prioritize tasks, and meet deadlines.
• Computer Skills: Proficiency in using various computer applications and databases.
• Knowledge of Public Assistance Programs: Understanding of relevant laws, policies, and procedures.
• Problem-Solving Skills: Ability to identify and resolve issues effectively.
• Interpersonal Skills: Ability to work effectively with diverse individuals and maintain professional relationships.

• Eligibility Determination:Interviewing individuals to assess their eligibility for benefits, explaining program requirements, and verifying information.
• Application Processing:Gathering and analyzing data from applicants and various electronic sources, completing necessary forms, and updating case files.
• Case Management:Managing assigned caseloads, prioritizing tasks, meeting deadlines, and preparing reports. Maintained a case load of 1500-1600 cases sucessfully.
• Program Knowledge:Staying current on relevant laws, policies, and procedures related to public assistance programs.
• Client Communication:Explaining program details, applicant rights and responsibilities, and providing ongoing support and guidance.
• Collaboration:Working effectively with clients, colleagues, and other relevant agencies.
• Problem Solving:Identifying and resolving issues related to eligibility, applications, or program compliance.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Screen and schedule clients based off applications from the inbox. Schedule them timely for either expedited or non-expedited services.
• Scanned documents submitted to the agency to the proper case number/client ID into DMIS.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.