Maria Sanchez
Los Angeles
Summary
Dynamic professional with extensive experience at the LA County DPSS, excelling in eligibility assessment and benefits administration. Proven ability to enhance customer service through effective communication and meticulous documentation. Skilled in data entry and problem-solving, consistently ensuring compliance with regulations while supporting applicants in navigating public assistance programs.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Clerk
Department of Veterans Affairs
10.1993 - 09.1999
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
- Enhanced customer service with timely and accurate information when handling inquiries.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Processed incoming and outgoing mail and packages according to established procedures.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Utilized office management software to record and track customer information.
- Created and maintained detailed records of all office activities.
- Edited and proofread documents for accuracy and completeness.
- Edited documents to keep company materials free of grammar errors.
- Supported staff on special assignments and ad hoc projects.
Eligibility Worker I (1)
LA County DPSS
12.1999 - 12.2000
- Interviewed applicants or participants of public assistance to obtain financial and other eligibility data.
- Prepared the forms necessary for entering participant's financial and biographical data into the computer system; reviews computer generated data reports to verify and ensure data entered is accurate.
- Assisted applicants or participants in completing the necessary documents.
- Explain provisions of the various public assistance programs, applicable Federal and State regulations, County's policies, and legal rights and responsibilities of applicants or participants in public assistance programs.
- Reviewed and analyzed financial and eligibility information to determine initial or continuing eligibility for one or more public assistance programs, such as CalWORKS, General Relief, CalFresh, Medi-Cal, Foster Care or other public assistance programs.
- Contacted individuals, agencies, insurance companies, schools and other relevant institutions to verify or clarify information provided by the applicants or participants to resolve discrepancies.
- Searched various income and eligibility-related computer databases to ascertain whether the applicants or participants are receiving income from other sources of public assistance aids or programs, and to further assess eligibility status.
- Computed benefits for eligible applicants or participants of public assistance programs, determine whether funds can be authorized for special needs, initiate and update program participants' financial information and documents.
- Organized, monitored and prioritized assigned cases to ensure necessary case records and documents are properly filed, processed, verified and updated within specific time limits established by legislation and regulations.
- Made preliminary assessment of applicants or program participants' social situation to determine potential problems which would require making referrals to social services staff.
- Referred applicants or program participants to appropriate County departments, community-based organizations and other agencies for services and resources to address their immediate and long-term needs.
- Followed existing procedures and criteria to identify suspected cases of welfare fraud for referrals to the Welfare Fraud Prevention and Investigation unit.
- Verified earnings or incomes to compute the amount of over-payment or over-issuance, generate over-payment reports and Notices of Action, and, when appropriate, make referrals to the Welfare Fraud Prevention and Investigation unit.
- Initiated a job referral for potentially employable applicants and participants of public assistance programs.
- Made home calls or site visits to interview participants to clarify or verify eligibility or other information.
Eligibility Worker II (2)
LA County DPSS
12.2000 - 10.2005
- Interviewed applicants or participants receiving public assistance to obtain financial and other eligibility data and assists applicants or participants in completing the necessary documents for the initiation, continuation, or modification of benefits.
- Explained provisions of the various public assistance programs, applicable federal and state regulations, county policies, legal rights and responsibilities of persons applying for or participating in public assistance programs.
- Advised participants of sanctions for non-compliance with the terms and conditions of initiating and continuing benefits.
- Reviewed and analyzed financial and eligibility information to determine initial or continuing eligibility for one or more public assistance programs, e.g. CalWORKs, General Relief, Food Stamps, Medi-Cal or others.
- Contacted individuals, agencies, insurance companies, schools and other relevant institutions to verify or clarify information provided to resolve discrepancies.
- Analyzed available information and make appropriate disposition recommendations.
- Computed benefits for eligible applicants or participants of public assistance programs to determine whether funds can be authorized for special needs; initiates and updates program participants' financial information and budget documents.
- Organized, monitored and prioritized assigned cases to ensure required case records and documents are properly filed, processed, verified and updated within specific time limits to meet the deadlines established by legislation and regulations.
- Made home calls or field visits to interview participants, to verify eligibility and clarify other pertinent information related to a participant's case file.
- Made preliminary assessment of applicants or program participants' social situation to determine potential problems for appropriate referrals to social service staff.
- Referred applicants or program participants to appropriate County departments, community-based organizations, and other agencies for services and resources to address their immediate and long-term needs.
- Prepared the forms necessary for entering participant's financial and biographical data into the computer system; review computer generated data reports to verify and ensure data entered are accurate.
- Searched various income and eligibility related computer databases to ascertain whether the applicants or participants of the programs are receiving income from other sources of public assistance aids or programs, and to verify eligibility status.
- May participate in a job referral and placement project for potentially employable applicants and participants of public assistance.
- Verified earnings or incomes to compute the amount of over-payment or over-issuance, generate over-payment reports and Notices of Action, and, when appropriate, make referrals to the Welfare Fraud Prevention and Investigations unit.
- Followed existing criteria in identifying suspected cases of welfare fraud for referrals to the Welfare Fraud Prevention and Investigations unit.
Eligibility Worker III (3)
LA County DPSS
10.2005 - 08.2006
- Performed desk and field audits of district or regional public assistance case records to ensure the records are accurate and complete by identifying errors, discrepancies, omissions, or incorrect data in case records for corrective actions; to monitor the eligibility process and decisions are in compliance with State and Federal regulations.
- Conferred with supervisors or management on the need for staff training to improve the accuracy of district case processing systems and procedures.
- Initiated action to issue aid payments pending determination and prepares necessary documents authorizing the restoration or termination of an appellant's public assistance grant.
- Maintained case records to prepare necessary documents such as budget documents and written reports as a result of conditional withdrawals, binding agreements, stipulations or compliance with state hearing decisions.
- Reviewed case records for completeness, accuracy, consistency and conformity with laws, regulations and policies by contacting and interviewing participants, landlords, employers, relatives, and other persons to verify information in case records or correct case records while exercising appropriate discretion in maintaining case confidentiality.
- Organized workload to ensure required documents and/or verification in the case records are processed and updated within specific time limits established by legislation and regulation.
- Functioned as the fair hearing liaison for the district with the Appeals Hearing Section by coordinating the attendance of district personnel who have been subpoenaed or requested as witnesses at the hearing.
- Maintained liaison with State and Federal quality control representatives to provide mandated reports and documents for review of overall auditing compliance.
Eligibility Supervisor
LA County DPSS
08.2006 - Current
- Provides technical and administrative supervision over a unit of Eligibility Workers and clerical support staff.
- Plans, assigns, supervises, and evaluates the work of the unit; trains and instructs employees.
- Reviews case records for completeness, accuracy, consistency, and conformity with public assistance program eligibility related laws, regulations and policies; and assures that appropriate referral procedures for social services are being followed.
- Reviews Eligibility Workers' cases to authorize payments or corrections on various automated systems.
- Discusses problem cases with Eligibility Workers and makes recommendations and decisions as to methods of resolving difficulties.
- Conducts unit meetings to promote staff development and to explain and/or clarify state and County regulations, policies and procedures.
- Prepares or supervises the preparation of management reports and statistical reports.
- Supervises a unit of workers and initiate a job referral for potentially employable applicants and participants of public assistance programs.
Education
No Degree - Child Development
California State University, Los Angeles
Los Angeles, CA09-1998
High School Diploma -
Theodore Roosevelt High School
Los Angeles, CA06-1993
Skills
- Policy interpretation
- Effective communication skills
- Documentation and paperwork
- Verbal communication
- Documentation and reporting
- Telephone etiquette
- Benefits administration
- Interviewing techniques
- Public assistance programs
- Disability awareness
- Government relations
- Social services
- Medicaid
- Income verification
- Eligibility procedures
- Recordkeeping and data input
- Confidentiality
- Application assessment
- Advocacy and counseling
- Applicant support and service
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Reliability
- Excellent communication
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Customer service management
- Relationship building
- Phone and email etiquette
- Employee supervision
- Handling complaints
- Team management
- Coaching and mentoring
- Interpersonal skills
- Professionalism
- Interpersonal communication
- Motivational leadership
- Continuous improvement
- Adaptability
- Written communication
- Support services
- Work delegation
- Performance monitoring
- Knowledgeable in Microsoft Office, Amazon Connect, Salesforce, MEDS, Webex, Zoom, and other county related systems
- Application review
- Resource information
- Task prioritization
- Self motivation
- Quality control
- Quality assurance
- Inventory management
- Administrative procedures
- Scheduling and calendar management
- Conflict resolution
- Data entry
Certification
Certified Bilingual Spanish
Languages
Spanish
Native or Bilingual
Timeline
Eligibility Supervisor
LA County DPSS
08.2006 - Current
Eligibility Worker III (3)
LA County DPSS
10.2005 - 08.2006
Eligibility Worker II (2)
LA County DPSS
12.2000 - 10.2005
Eligibility Worker I (1)
LA County DPSS
12.1999 - 12.2000
Clerk
Department of Veterans Affairs
10.1993 - 09.1999
No Degree - Child Development
California State University, Los Angeles
High School Diploma -
Theodore Roosevelt High School
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