Job description
Job Description Summary:
The Lead Counselor is responsible for responding to escalated customer issues and assist customers in the resolution of all complaints.
Job Summary:
Essential Duties and Responsibilities
Minimum Requirements:
MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. EEO Statement: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. Pay Transparency: Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Posted Max: USD $21.63/Hr. Posted Min: USD $20.67/Hr.
- Work with customers to access government sponsored programs and receive program services.
- Interact with program participants on a regular, daily basis either in person or via mail.
- Educate customers on program services and eligibility requirements.
- Assist customers in multiple phases of the case management process, ranging from enrollment through the awarding of benefits and services.
- Work with customers to meet and achieve program goals, and maintain program services and eligibility.
- Assist customers with acquiring services which facilitate program goals (e.g., educational and/or vocational training, medical, child care, transportation, substance abuse/mental health, child support establishment, legal, and other related needs).
- Follow up with customers to ensure their needs are met, questions and concerns are resolved.
- Serve in a lead capacity, as needed, to coordinate and direct the work of lower level staff, mentor and advise them, and handle complex or escalated issues
Minimum Requirements:
- High school diploma or GED required.
- Minimum six (6) years of related experience required OR
- Equivalent combination of education and experience.
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