8600 Sheridan Rd, Kenosha, WI 53143, USA Req #831
Friday, May 24, 2024

Thank you for your interest in employment with Kenosha County!



The Kenosha County Economic Support Program offers a unique opportunity for those who desire a challenging and rewarding career which positively impacts the well-being of children, families, and county residents.


The Economic Support Specialist/Call Center Agent in the Division of Workforce Development is responsible for determining the sources, types, and levels of public assistance available by law as well as taking proper action to issue benefits and perform case management activities to eligible consumers requesting such programs and services.  The majority of consumer communication and case updating is conducted by telephone while on the computer in a call center environment.


Please see the following video to learn more about the Economic Support Specialist position:


Kenosha County is committed to Equity, Diversity and Inclusion and is an

Equal Opportunity Employer.


2024 Hiring Range:  $21.82 - $24.79 per hour


Position Summary and Job Duties

The Economic Support Specialist performs a wide range of skilled tasks in eligibility determination for local, state, and federal public assistance programs including Medical Assistance, FoodShare, Child Care Assistance, Elderly, Blind and Disabled, Long Term Care, and Caretaker Supplement benefits.


  • Conducts an interactive interview to collect, verify, and document required information such as proof of identity and demographics, income, expenses, and assets, and simultaneously enters information into a computer program to determine initial and ongoing public assistance program eligibility
  • Fields calls in the call center to answer questions, take applications, review cases, enter changes, and assess eligibility for various assistance programs
  • Researches, interprets, and explains local, state, and federal policies governing eligibility, legal rights, and responsibilities
  • Learns and provides information regarding various programs of assistance as well as community resources to refer individuals and families to, both inside and outside of the agency as appropriate; also receives and processes referrals from other agencies
  • Develops and maintains the ability to problem-solve and to perform duties in an independent manner while exercising good judgement
  • Uses discretion with consumers and exhibits cultural competence; observes rules of confidentiality and maintains non-judgmental attitude
  • Attends all mandatory training sessions and completes all state-required training as outlined in state contracts
  • Maintains a current understanding of the policies and procedures provided through update memos and on-line handbooks
  • Reports in a timely and courteous manner to telephone, letter, and personal contacts made by partner agencies on behalf of a client to provide information and assistance regarding eligibility assessments and application procedures
  • Determines referrals and exemptions for employment programs
  • Refers suspicious or questionable cases to the Program Integrity Unit for further investigation
  • Determines accuracy of information and reconciles discrepancies
  • Keeps informed of all process and program change
  • Explains program rules and requirements to the public and customers
  • Ensures all data is entered into electronic data systems accurately and timely
  • Electronically documents all service contacts and case actions
  • Maintains security of all customer records
  • Uses a one-touch philosophy for consortium calls, which means processing all action items attached to a case at time of call or interaction in person
  • Performs other duties as required or assigned


Success Factors

  • Knowledge of public assistance program policies and procedures and available community resources
  • Knowledge of the provision of quality customer service and case management in a call center environment
  • Knowledge of evaluation processes and techniques, interviewing techniques, and case file and computer records management
  • Knowledge of the CARES, Cares Worker Web, and KIDS computerized records systems, or ability to obtain required knowledge within six months of employment
  • Skill in the use of Microsoft Office Suite, including Word, Excel, and Outlook
  • Skill in organization and time management, decision-making, customer service, written and oral communication
  • Skill in de-escalation
  • Ability to maintain a professional demeanor with the public, establish customer relationships, and have strong interpersonal skills
  • Ability to enter alpha-numeric data into multiple entry systems
  • Ability to communicate effectively with other staff members, supervision, and the public
  • Ability to quickly gather, organize, and evaluate data to meet deadlines
  • Ability to work respectfully in a diverse and inclusive environment and remain professional and courteous at all times
  • Ability to adhere to strict computer security and confidentiality guidelines
  • Ability to adhere to process protocol and apply established protocols in a timely manner
  • Regular attendance and punctuality are required
  • Successful completion of new worker training program within allotted time frame required; must comply with all requirements


Job Requirements, Education, Training and Experience

  • High school diploma or GED equivalent required
  • Sixty credits post-secondary education preferred, especially in a field of study related to Human Services or Social Services
  • Associate degree in Human Services, Sociology, or related field preferred
  • Experience working in a call center or customer service environment preferred
  • Experience with individuals of varying socioeconomic backgrounds preferred
  • Bi-lingual proficiency (English/Spanish) preferred
  • Or any combination of education, training, and experience which provides the required knowledge, skills, and abilities



  • Health, dental and vision insurance effective first of month following 30 days of employment, with the ability to reduce premium contribution through participation in a wellness program
  • Flexible Spending Accounts
  • Employee Assistance Program
  • Paid Time Off
  • Twelve Paid Holidays
  • Retirement Plan:  Participation in the Wisconsin Retirement System which includes county-paid life insurance
  • Tuition Reimbursement


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The position involves light physical demands and could include exerting up to 20 pounds of force occasionally and up to 10 pounds of force frequently
  • Must be able to remain in a stationary position during shift
  • Must be able to repeat the same movements
  • Must be able to complete tasks in a call center environment
  • Must be able to speak clearly so listeners can understand and hear/understand the speech of another person
  • Must be able to view details of documents and text on computer screen that are less than a few feet away
  • Must have dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects


Selection Process

  • Application Review - Qualifying
  • Oral Interview - Qualifying
  • Background Check - Qualifying
  • Drug Screen - Qualifying


If you require accommodations at any point in the selection process because of a disability, please notify Human Resources in advance for arrangements.


Applications must be submitted no later than Sunday, June 2, 2024.


To learn more about the Kenosha County Division of Workforce Development Economic Support Program, please visit:


Kenosha County is a Wisconsin Retirement System participating employer.  Your participation is required, which includes an employee contribution.


The pay grade for this position is NE7 (Min. $21.82 – Max. $27.76 per hour).


This position is located in Kenosha County, a growing community along the shores of Lake Michigan and less than an hour away from Milwaukee and Chicago.  To see why Kenosha County is a great place to live, work, and play, please visit:


Thank you for your interest in employment with Kenosha County! 


Kenosha County is an affirmative action, equal opportunity employer.


Other details

  • Pay Type Hourly
This posting is inactive.
Location on Google Maps
  • 8600 Sheridan Rd, Kenosha, WI 53143, USA