Bilingual Customer Relations Specialist

Position Summary
Entry-level position for motivated individuals looking to develop a career in public assistance. The role involves assisting clients with inquiries, providing accurate information, and helping with the application process for Food Assistance, Medicaid, TANF, Adult Financial and additional programs. Strong communication, customer service dedication, and a willingness to learn are essential. Comprehensive training is provided, with opportunities for career advancement, including the potential to transition into a Benefits Case Manager role.

General Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Functions
This position is responsible for managing the front desk of DHS. This includes:

• Collecting documentation and applications for persons requesting financial, medical, and food assistance as well as any programs operated by the department or in the community.
• Assessing needs, interpreting programs, and making referrals appropriate to services and assistance available in the department or community.
• Providing client case updates when requested.
• Answers phone calls and checks voicemails. Takes messages and then relays client questions to the appropriate party.
• Updates Benefits Case Managers on client issues and general office operations.
• Sends client correspondence and other mail as requested by LDHS staff.
• Makes collateral contacts as requested by Benefits Case Managers and other staff.
• Handles picking up office mail from the post office and the outside dropbox daily. Will gather all documentation and provide it to the required individuals.
• Makes referrals for fraud investigations when necessary and assists the Lead Benefits and Deputy Director when tasks are assigned as requested.
• Providing customer service
• Distributes EBT cards to eligible clients

Supervisory Responsibilities

None of the Deputy Directors of Economic Security supervises this position.

Requirements

• Graduation from High School or GED equivalent.
• At least two years of office experience with an emphasis on working with the public and customer experience.
• Proficiency in both English and Spanish.
• Knowledge:
• Assistance available through other community agencies and/or programs
• Basic and effective communication techniques in dealing with escalated individuals
• Basic knowledge of or ability to learn and understand Human Services operations, procedures, and programs
• Excellent knowledge of and demonstrated proficiency in utilizing Microsoft Office Suite
• Willingness and ability to learn software and programs (CBMS, Google, EDMS, Etc)

Ability to:

• Ability to learn and understand the EBT card process
• Ability to use basic office equipment
• Ability to be a self-starter/work independently as required
• Superior verbal and written communication skills and effective listening skills
• Perform all aspects of job responsibilities with honesty and integrity
• Work in a fast-paced environment

Hazard Notice
May work with escalated individuals

Physical Activity & Work Environment

• Ability to work indoors in an office environment with prolonged periods of sitting at a desk and working at a computer.
• Ability to lift up to 25 pounds.
• Ability to see close up and far away, with or without glasses or contacts. Ability to work outdoors in inclement, hot, or cold weather as required by attendance of County events or local emergencies.

EOE Statement
Lake County is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, or veteran status. Assistance or accommodation during the application process due to a disability is available upon request.

Lake County Benefits - Full-Time Employees

As a reflection of the value we place on the contributions of our employees, the County offers a competitive benefits package for full-time employees. Please review the 2025 Benefits Guide for full details. The Guide provides information on Lake County Government's benefit offerings, including:

• Employer-Sponsored Medical and Dental Insurance Plans
• 100% Employer Paid Vision Plan
• Flexible Spending Account
• Health Reimbursement Account
• Employer-Sponsored Short-Term Disability Insurance
• 100% Employer Paid Long-Term Disability Insurance
• 100% Employer Paid Term Life Insurance
• Supplemental Life Insurance Plans
• 401(a) and 457(b) Employer Matched Retirement Plans
• Paid Vacation, Sick Leave, Personal Days and Holidays
• Wellness Stipend of $425
• Employee Assistance Program
• Public Health Emergency Leave
• Discounts on concerts, major sporting events, electronics, travel, cars and more!

Lake County Benefits - Part-Time Employees

Lake County is also proud to offer paid sick time off and flexible work schedules for our part-time employees.

EOE Statement

Lake County is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, or veteran status. Assistance or accommodation during the application process due to a disability is available upon request.

Notice of Work Authorization Requirement

Applicants must be authorized to lawfully work for any employer in the United States. Lake County is unable to sponsor or take over sponsorship of an employment Visa.

Notice of Emergency/Disaster Responsibilities

All Lake County Employees may be required to work as a Disaster Service Worker when a local declaration of emergency or disaster is declared by the Board of County Commissioners. To be prepared for this role, all employees and emergency service function (ESF) leads will attend emergency management trainings and exercises as requested by the Director of Emergency Management. With advanced notification from OEM, employees will make reasonable efforts to attend training events in coordination with other employees and supervisors.

Other Duties

Please note that this job description does not intend to cover or contain a full comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Expected Duration of the Application Process

Due to the nature of the application and selection process for Lake County full-time positions, applicants can reasonably expect the application process to take a significant amount of time to complete before a decision is made to hire or not to hire. Typically, it takes approximately two (2) to four (4) weeks from the date of application to complete the entire selection process. The length of time it takes to complete the process can vary depending on a variety of factors. Please note that this is an estimated duration of the selection process.