Income Maintenance Technician - Fayetteville - Cumberland County, NC

Description

Salary: $36, $57,641.22 Annually
Location : 1225 Ramsey Street Fayetteville, NC
Job Type: Full-Time
Job Number:
Department: Social Services
Division: Economic Services
Opening Date: 01/15/2026
Closing Date: Continuous
Salary Grade: 102
Position Overview
This position is located in the Economic Services section.
Examples of Duties
This employee will perform duties as part of a Call Center Service Team and/or work as a Kiosk Team member. As part of both teams this staff will work with a team of communication specialists answering questions and assisting customers inquiring about benefit programs and services offered by Social Services. This person will answer questions and gather information from individuals or families applying for or receiving assistance in the Economic Services Section.
This employee will assist the Income Maintenance Caseworkers who determine eligibility by collecting data, prescreening applicants, and answering questions of applicants and recipients. Additionally, the employee in this position will be responsible for documenting reported changes and concerns, as well as advising the customer of other agency programs and services. The employee will be responsible for electronically keying data in case files and/or informing the caseworkers via e-mail, telephone, or data entry into an automated system of those changes reported by the applicant/recipient.
This employee may also be responsible for the completion and/or updating of demographic data for families or individuals who are to have their eligibility for various service programs determined by the caseworkers.
The worker in this position must be very flexible and strive to meet key performance metrics such as response time, resolution time, and customer satisfaction.
The worker in this position must be human services oriented and possess the ability to interact well with supervisors, co-workers, and customers in a professional manner. The ability to work in a team environment is essential for this position. This position performs other related duties as required or assigned.
This worker must respond to disasters as needed in accordance with The Cumberland County DSS policy, in the event of a natural or man-made disaster or upon the declaration of a state of emergency by the Cumberland County Emergency Management Office. The worker in this position may be required to perform other duties as assigned by the supervisor when deemed necessary
Minimum Qualifications
Graduation from high school and two years of paraprofessional or clerical public contact experience which should have included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data, and/or the performance of mathematical or legal tasks; or graduation from high school and one year of experience in an income maintenance program; or an equivalent combination of training and experience.
Knowledge, Skills and Abilities
Good mathematical reasoning and computational skills. Ability to communicate with clients, applicants, and the public to obtain data, and to explain rules and procedures. Ability to understand the needs and problems of clients/applicants. Ability to learn the program area of assignment.
CONDITIONS OF EMPLOYMENT: The selected applicant will be subject to the following conditions prior to appointment. Failure to complete or fulfill these conditions may result in dismissal.
Each applicant who is tendered an offer for employment for any position with Cumberland County shall be tested for the use of drugs specified in the County policy. Refusal to submit to testing or a confirmed positive test shall be a basis for withdrawal of the conditional employment offer.
Law enforcement background check is required.
Has or is able to obtain a valid North Carolina Drivers License.
This position will require assisting in emergency and/or disaster situations.
The Cumberland County Department of Social Services has a dress code policy that must be adhered to. This policy includes specific guidelines related to tattoos and body piercing.
College transcripts may be submitted on-line via the attachment feature or mailed to Cumberland County Department of Social Services, P.O. Box 2429, Fayetteville, NC If mailed, they must be postmarked before the closing date of the vacancy in order to be considered for the position. Prior to employment start date, an official transcript must be presented in its original unopened envelope.
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log into your account and click "Application Status."
If there are specific questions regarding this posting, you may contact DSS Human Resources at
MISSION
The Cumberland County Department of Social Services stands united to strengthen individuals and families and to protect children and vulnerable adults. We collaborate with our community partners to provide programs and services which engage our customers in improving their quality of life.
VISION
We envision our Department... as a catalyst for improving quality of life through teamwork, partnership, forward thinking, and cutting edge service delivery. We envision our partners, motivated and empowered to improve their quality of life.
OUR CORE STANDARDS & VALUES
A quality customer experience, business operations and employee experience represents our three Core Standards that guide our principles and values. We have identified eight core values and validating behaviors that define our Departments: Service, Teamwork, Accountability, Diversity, Innovation, Optimism, Integrity and Flexibility.
Cumberland County Department of Social Services Health-care Benefit Plan provides comprehensive and affordable health and dental coverage while maintaining reasonable costs to employees. Coverage is available for all full time employees.
The link below provides detail information regarding insurance coverage:
CREDIT UNION Employees are eligible to join State Employees Credit Union and Bragg Mutual Federal Credit Union. Savings accounts and loan payments can be made through payroll deductions.
DIRECT DEPOSIT Employees are eligible to have their paychecks deposited directly to their account at any banking institution. The net pay is direct deposited by 9:00 AM on the County's pay date.
ANNUAL LEAVE
Less than 2 years of service 3.42 hours per pay period = 96 hours (12 days)
2-4 years of service 4.37 hours per pay period = 120 hours (15 days)
5-9 years of service 5.33 hours per pay period = 144 hours (18 days)
10-14 years of service 6.28 hours per pay period = 168 hours (21 days)
15-19 years of service 7.24 hours per pay period = 192 hours (24 days)
20+ years of service 8.19 hours per pay period = 216 hours (27 days)
Sick Leave All Employees 3.42 hours per pay period = 96 hours (12 days)
HOLIDAYS State recognized holidays off: New Year's Day, ML King's Birthday, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day (2 days), and Christmas Day (3 days).
MILEAGE $0.54 reimbursement per mile driven using personal automobile for company business.
DRIVERS LICENSE If you presently have an out-of state license, you must obtain a valid NC Driver's License prior to beginning employment with Cumberland County DSS. *See Safe Driving Policy
DRUG TESTING Each applicant who is tendered an offer for employment for any position with Cumberland County shall be tested for the use of drugs specified in the County policy. Refusal to submit to testing or a confirmed positive test shall be a basis for withdrawal for the conditional employment offer. *See Drug Free Workplace Testing Policy
RETIREMENT PLAN Unreduced retirement benefits at age 65 with 5 years of service: or at age 60 with 25 years of credit, or any age after 30 years of service; reduced benefits after age 50 and 20 years of service or at age 60 with 5 years of service; disability benefits available after 5 years of service; death benefit paid to your beneficiary if you die in active service after one year of service.
401K ACCOUNT 1% contribution made by County to your NC401K account; no match required by employee.
DEFERRED COMPENSATIONSupplemental retirement programs through: ICMA, Programs PEBSCO (NACO), and 401 K (Payroll deduction available)
EMPLOYMENT BENEFITS Employee can pay for insurance premiums, uninsured medical expenses, or child care with pre-tax dollars. Other insurance policies offered: dental, life, accident, disability and cancer.
SCHOOL PARTICIPATION LEAVE Employee will be granted 4 hours per County fiscal year (July 1 - June 30) to attend child's school (Day Care - 12) for involvement at the child's school. Employee should furnish written verification from child's school that employee attended or was otherwise involved at that school during the time of leave.
PLEASE NOTE: THE CUMBERLAND COUNTY DEPARTMENT OF SOCIAL SERVICES IS A SMOKE-FREE WORKPLACE.
01
Which of the following best describe your highest related level of education?

• High School Diploma/GED
• Some College Coursework, No Degree
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctorate's Degree

02
Do you have experience with public contact including negotiating, interviewing, explaining information, gathering and compiling data, analysis of data and/or performance of mathematical or legal tasks?

• Yes
• No

03
How many years of experience do you have working in a Call Center environment?

• More than 5 years
• 3 - 5 years
• 1 - 2 years
• Less than 1 year
• None

04
Please verify that your application includes the following information: * Employment history including salary, correct dates of employment, employer address and phone number, supervisor's name, and reason for leaving each employer. Applications without the above information will be considered incomplete and not be processed. Information not included in the application will not be used for evaluation purposes; resume will not be used in lieu of application.Please take a moment to review your application before submission to ensure all categories are completed.I have read and understand the above statement.

• Yes
• No

05
What is the title of your major?