IFAST AGENT LEVEL ONE
Posted: April 04, 2025
Company: Illinois Department of Human Services
Employer Type: Government
Position Type: Full Time
Job Type: Technician
Experience Level: Mid Level
Certification Required: B.A
Education Required: Bachelors
City: BELLEVILLE
County: MADISON
Salary Range: $75000 and Up
Posting Identification Number 45252
Why Work for Illinois?
Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, your part of something bigger—something that touches the lives of every person who calls Illinois home.
No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.
Position Overview
Under direction, independently conducts duties in the analysis of problems of Integrated Eligibility System (IES) end-users in completing Initial Applications, Redeterminations, Mid-Point Reports, Program Adds, Additions, Changes and Crossmatches. Receives calls statewide from Family and Community Resource Centers (FCRC) staff and utilizes policy, IES software knowledge, business processes and other technologies to troubleshoot issues; provides solutions through proper policy usage or data-entry into IES, utilizes software like WebEx to determines if the issue(s) are a design defect or other technological issue. Uses software to log the caller issue, the resolution and to create an incident for Level 2 review. Follows up with FCRC end-users when a solution is available. Tracks and assists in report creation regarding caller issues for follow-up by other Bureaus, such as training. Travels in the performance of duties.
Essential Functions
- Serves as an Illinois Functional Assistance and Support Team (IFAST) Level 1 team member.
- Conducts additional research to determine solutions to issue presented.
- Maintains a record of outcomes and the root cause, i.e., policy knowledge defect, lack of IES knowledge or other factors(s).
- Reviews policy and rule changes impacting service delivery via IES.
- Provides suggestions/requests to agency staff to enhance current system efficiency and improve quality of service delivery.
- Performs other duties as required or assigned which is reasonably within the scope of the duties enumerated above.
Desired Skills
Minimum Qualifications
- Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college, preferably with coursework in business or public administration.
- Requires one (1) year of responsible administrative experience in a public or business organization OR completion of an agency approved professional management training program.
Specialized Skills
- Of the one (1) year required experience, requires one (1) year of professional experience in a public assistance eligibility system such as Integrated Eligibility Systems (IES) performing operational research and data processing including functions such as completing initial applications, redeterminations, mid-point reports, program adds, additions, changes, and crossmatches.
Preferred Qualifications
- One (1) year of professional experience in a public assistance eligibility system such as Integrated Eligibility Systems (IES).
- One (1) year of progressively responsible administrative casework experience performing operational research and data processing including functions such as completing initial applications, redeterminations, mid-point reports, program adds, additions, changes and crossmatches utilized within a public assistance eligibility system such as the Integrated Eligibility Systems (IES).
- Two (2) years of professional experience analyzing problems and providing clear instructions on the use of a public assistance eligibility system such as Integrated Eligibility Systems (IES).
- Two (2) years of professional experience utilizing critical thinking skills while multi-tasking multiple projects.
- Two (2) years of professional experience documenting system applications with strong attention to detail.
- One (1) year of professional experience completing crossmatches identifying discrepancies in known information in a system such as Integrated Eligibility Systems (IES).
Conditions of Employment
- Requires ability to travel in the performance of duties, with overnight stays as appropriate.
- Requires the ability to work overtime and/or outside of regular business hours.
- Requires basic proficiency in Microsoft Office Suite.
All conditions of employment listed are incorporated and related to any of the job duties as listed in the job description.
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