State of Illinois - Department of Human Services (IFAST AGENT LEVEL ONE)

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.