Rachel Davis

• Phone: +1 917 555 0123
• Email: rachel.davis@email.com
• Location: New York, USA
• LinkedIn: rachel-davis-eligibility

Summary

Six years of dedicated experience as an Eligibility Interviewer, adept at navigating complex government program guidelines to determine applicant eligibility for public assistance, housing, and healthcare benefits. Consistently achieved high accuracy rates in case processing and maintained comprehensive client records while ensuring compliance with federal and state regulations.

Skilled in conducting sensitive interviews, assessing financial documentation, and providing clear explanations of program requirements to diverse populations, resulting in improved client understanding and reduced application errors by 15%.

Experience

Senior Eligibility Interviewer, Public Assistance Division, New York City Department of Social Services (DSS) -- Queens, New York, USA

Mar 2020 – present

• Lead a caseload of 250+ active public assistance applications, conducting detailed interviews and verifying documentation for SNAP, TANF, and Medicaid programs.

• Mentored and trained 5 junior eligibility interviewers on policy interpretation, interview techniques, and case management best practices, improving team efficiency by 10%.

• Identified and resolved complex eligibility discrepancies, reducing processing errors by 8% and ensuring timely benefit distribution.

• Utilized Welfare Management System (WMS) and HRA OneViewer for comprehensive case documentation and inter-agency coordination.

Eligibility Interviewer, Housing Programs, New York State Office of Temporary and Disability Assistance (OTDA) -- Bronx, New York, USA

Aug 2017 – Feb 2020

• Conducted eligibility interviews for housing assistance programs, including Section 8 and HEAP, for over 100 applicants monthly.

• Processed applications, verified income, assets, and household composition, ensuring strict adherence to federal HUD guidelines and state regulations.

• Educated clients on program rights and responsibilities, facilitating smooth intake processes and minimizing appeals by 20%.

• Collaborated with housing authorities and community organizations to streamline referral processes and enhance client access to services.

Education

City University of New York (CUNY) - Hunter College, Bachelor of Arts in Social Work -- New York, New York, USA

Sept 2013 – May 2017

Skills

Eligibility Determination & Case Management: Public Assistance Programs (SNAP, TANF, Medicaid), Housing Assistance Programs (Section 8, HEAP), Income Verification, Asset Assessment, Needs Assessment, Client Intake, Case Documentation, Regulatory Compliance, Policy Interpretation

Interviewing & Communication: Client Interviewing, Active Listening, Empathetic Communication, Conflict Resolution, Cross-cultural Communication, Public Speaking, Report Writing

Technical Proficiency: Welfare Management System (WMS), HRA OneViewer, Microsoft Office Suite (Word, Excel, Outlook), Data Entry, Database Management

Regulatory & Legal Knowledge: Federal & State Public Assistance Regulations, HIPAA Compliance, Confidentiality Protocols, Due Process