Pay Grade:  22



This is professional human services work assisting individual's in accessing a variety of social services.

Work involves interpreting program information; determining eligibility for human service programs; conducting in-office and/or on-site interviews; and/or assessments; analyzing medical, physiological and/or vocational information to help determine an individualís capabilities; developing and monitoring client service plans; and/or establishing and enforcing child support orders.

Standard Classification Factors

Supervision Received - LEVEL C: "Under direction..." Employees at this level usually receive a general outline of the work to be performed and are generally free to develop their own sequences and methods within the scope of established policies. New, unusual, or complex work situations are almost always referred to a superior for advice. Work is periodically checked for progress and conformance to established policies and requirements.

Difficulty - LEVEL B: Average...Where the employee is confronted with a variety of duties susceptible to different methods of solution which, in turn, places a correspondingly higher demand upon resourcefulness and concentration. Positions which require the analysis and evaluation of raw data and the rendering of conclusions would, in many instances, fall into this category.

Complexity - LEVEL D: Work is of a diversified nature that usually involves multiple unrelated steps. Analytical thought is necessary for dealing with complex data and situations. Work often involves a variety of unrelated processes and may require planning or carrying out a sequence of actions or both. Several alternatives usually exist at this level for approaching problems or judgment. Work is controlled by occasional review and by reporting to or consultation with supervisors or superiors. When guidelines exist at this level, they are usually broadly defined or technical requiring careful analysis and interpretation.

Consequence of Actions or Decisions - LEVEL D: Consequences of actions or decisions at this level are significant as the work may be rarely if ever reviewed, making errors difficult to detect. Errors may cause major program failure or a high degree of confusion. Injuries to others due to errors are serious or incapacitating or both and costs due to errors are substantial.

Contacts- LEVEL C: The purpose of the contact is to influence, motivate, conduct interviews, make formal presentations or counsel to achieve common understanding or solutions to problems when the information is sensitive in nature or the individuals or groups are skeptical or uncooperative. Communication techniques and well developed communication skills become an important requirement at this level.

Physical Demands - LEVEL C: The work requires moderate physical exertion.

Environmental Conditions - LEVEL C: The work environment involves hazards, risks or discomforts typical of working with or around machinery with exposed moving parts, irritant chemicals, heavy equipment or abusive or hostile clientele and patients. Exposure to disagreeable weather conditions and extreme levels of temperature, ventilation, lighting and sound are normal. Protective clothing or gear and specific safety standards or procedures may be required. Serious injury is possible.

Supervision/Leadership - LEVEL A: No supervisory or leadership responsibility: may explain work instructions or assist in training others.

Distinguishing Features

Differs from the Human Services Assistant which assists in the delivery of services.

Differs from the Human Services Consultant which provides quality assurance review, training for staff, handles more complex cases or serves as expert resource.


Interviews clients and/or collateral contacts to gather information; to negotiate and achieve an agreed order for paternity establishment and for child and/or medical support; to secure medical and work history information; determine need and eligibility for human services; verify information and investigate discrepancies.

Conducts client assessment to identify barriers to employment including work habits, lack of job search skills, lack of work skills and lack of supporting services such as transportation or child care; needs for services; determine potential collections and barriers.

Develops employment and training plans for clients which address their social, family and vocational needs by making appropriate referrals for community and state agency services and by counseling the client to identify and address other barriers.

Documents eligibility decisions and retains copies of client information, financial, psychological, medical, vocational and court records in order to provide accountability for the expenditure of state and federal funds by recording information in case logs and client files.

Completes reports and forms for documentation of decisions, actions taken, responses to court actions and payment authorization.

Locates absent parents as well as putative fathers; verifies employment status and resources; works with putative fathers to achieve voluntary acknowledgment of paternity; schedules and follows up on blood testing results.

Provides clients with information about the availability of services and refers them to appropriate agencies or community programs. Accepts and processes referrals, pass-through payments, shares information and refers uncooperative recipients for sanctions.

Reviews initial applications and determines the type and amount of documentary evidence necessary to arrive at a disability decision in accordance with federal and state regulations and standards for disability programs.

Authorizes consultations in the field of medicine, psychiatry, psychology and vocational evaluation, as needed, in order to obtain evidence that will assist in making a determination or plan of treatment or after care program.

Approves payment for services in accordance with the fee schedule; approves payment to reimburse claimants for travel expenses as permitted by regulations.

Makes a determination of disability by analyzing and evaluating all documentary evidence to determine if claimant meets the federal and state requirements. Prepares a detailed written decision for file documentation and notifies the claimant of the decision in writing.

Explores financial issues with clients in order to provide them with information to make informed decisions regarding their financial options by explaining complex issues such as the division of assets, burial accounts, property transfers and household budgeting.

Assists clients in effecting behavioral changes, learning problem-solving techniques for their behavioral of social adjustment problems, or to assist in the process of setting realistic goals or objectives.



Knowledge of available interstate income withholding procedures with other states and their individual requirements and procedures.

*Knowledge of principles of interviewing and other information gathering techniques.

Knowledge of the functional limitations of physiological and psychological impairments.

Knowledge of medical terminology and medical concepts applicable to tests and procedures used in diagnosis and treatment.

*Knowledge of the social, economic, and environmental factors which influence poverty and unemployment.

Knowledge of available state and federal human service assistance programs and their eligibility requirements.

Knowledge of ethical standards, principles and practices of counseling, and human behavior.

*Knowledge of human growth and development.

Knowledge of current social, economic and health trends and services, and the ability to adapt trends to practical program applications and link clients with services needed.

*Knowledge of assessment principles and techniques.


Ability to compute complex equations using addition, subtraction, division, multiplication, and percentages.

Ability to conduct interview/assessments, summarize and interpret findings.

Ability to develop educational material and make presentations to client groups, community groups, and schools.

Ability understand medical and vocational terminology and legal principles.

*Ability to organize and consolidate information, maintain records, prepare reports, formulate treatment plans and complete other caseload management functions.

*Ability to apply analytical thinking and deductive reasoning to arrive at reasonable judgments.

Ability to interpret and apply state and federal regulations in specific case situations.

*Ability to communicate complex information effectively, with a wide variety of people.

*Ability to establish and maintain effective relationships with diverse populations.

*Necessary at Entry


Four years of experience interviewing, investigating, compiling information, documenting decisions, interpreting guidelines and/or providing technical assistance relevant to the agency's programs. Post secondary education may be substituted for experience as determined relevant by the agency.

NC:  09/03
REV: 08/05
REV: 10/07
REV: 6/09