Eligibility Worker II

Full Job Description

Bargaining Unit: Local 1021 - Social Services Rank & File Unit

Contra Costa County is recruiting to fill multiple Eligibility Worker II vacancies in the Employment and Human Services Department (EHSD).

Contra Costa County’s Employment and Human Services Department works diligently to provide the community with resources that support, protect, and empower individuals and families to achieve self-sufficiency. The department is committed to hiring candidates that share our core values of delivering an exceptional customer service experience, encouraging open communication, embracing change, practicing ethical behavior, and valuing diversity.

With a strong focus on public assistance and self-sufficiency programs, the Employment and Human Services Department (EHSD) offers essential support to individuals and families throughout Contra Costa County.

Eligibility Workers play a key role in helping community members access programs such as CalFresh, Medi-Cal, and CalWORKs — services that promote stability, health, and economic well-being.

Staff in this division are committed to providing respectful, accurate, and timely assistance, often serving as the first point of contact for residents seeking vital resources.

EHSD provides a supportive and team-oriented environment where employees are encouraged to grow professionally while making a meaningful impact. The department values continuous learning, cultural competence, and a strong work ethic — qualities that help ensure every client interaction is handled with care and professionalism. For those who are passionate about service and looking for a rewarding career path, joining the Eligibility team at EHSD is a chance to be part of an organization that truly makes a difference.

We are looking for someone who is:

• Highly organized and detail-oriented
• Able to thrive in a customer-focused environment
• Able to remain calm and objective when handling high-pressure or emotionally charged situations
• Skilled in providing excellent customer service, interpersonal sensitivity, and diplomacy when working with others in sensitive or crisis situations
• Able to establish and maintain cooperative and objective relationships with the general public, culturally diverse populations, other departments/agencies, and co-workers
• Adaptable to change and able to adjust priorities to serve the needs of the community
• Committed to continuous learning and professional development

What you will typically be responsible for:

• Conducting interviews with applicants to determine eligibility and need for social programs and services
• Applying complex state and federal regulations to ensure accurate determinations
• Initiating procedures to grant, modify, deny, or terminate eligibility for various assistance programs
• Maintaining accurate and up-to-date records in case management systems
• Handling sensitive personal and financial information with a high level of confidentiality and integrity
• Participating in ongoing training to stay updated on changes in laws, policies, and procedures
• Referring clients to additional services or community resources
• Utilizing multiple systems and databases simultaneously

A few reasons you might love this job:

• You will have opportunities for promotional growth
• You will serve your community and contribute to the public good in a meaningful way
• You will meet and work with people from all walks of life, broadening your perspective and building your interpersonal and communication skills
• You value job stability and opportunities for advancement
• You appreciate being part of a supportive team

A few challenges you might face in this job:

• Working on multiple assignments with competing deadlines
• Processing a high volume of work accurately and efficiently
• Working with customers in crisis, which can be emotionally taxing over time
• Navigating detailed and frequently updated eligibility rules and regulations, which requires continuous learning and attention to detail
• Balancing accuracy with efficiency

Competencies Required:

• Critical Thinking: Analytically and logically evaluating information, propositions, and claims
• Delivering Results: Meeting organizational goals and customer expectations and making decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks
• Mathematical Facility: Performing computations and solving mathematical problems
• Legal & Regulatory Navigation: Understanding, interpreting, and ensuring compliance with laws and regulations
• Adaptability: Responding positively to change and modifying behavior as the situation requires
• Attention to Detail: Focusing on the details of work content, work steps, and final work products
• Displaying Ownership and Accountability: Holding self and others accountable for measurable high-quality, timely, and cost-effective results
• Self-Management: Showing personal organization, self-discipline, and dependability
• Oral Communication: Engaging effectively in dialogue
• Writing: Communicating effectively in writing
• Building & Maintaining Relationships: Establishing rapport and maintaining mutually productive relationships
• Teamwork: Collaborating with others to achieve shared goals

Qualifications

License Required: Possession of a valid California Motor Vehicle Operator’s License. Out of State valid Motor Vehicle Operator's License will be accepted during the application process.

Education: Possession of a high school diploma or G.E.D. equivalency or a high school proficiency certification.

Experience: Six (6) months of full-time experience in a classification in a California County with the responsibility for public assistance eligibility determination.

Desirable Qualifications:

• Ability to use computers and software applications effectively
• Ability to operate office equipment such as fax machines, printers, copiers, and scanners
• Ability to communicate effectively both orally and in writing
• Cultural sensitivity and awareness
• Strong case management and organizational skills
• Ability to work independently and collaboratively
• Experience conducting interviews and verifying information

Additional Information

1. Application Submission and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application. Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.

2. Online Multiple-Choice Test: Candidates who possess the minimum qualifications will be invited to participate in an online multiple choice assessment. The assessment will measure candidates' competencies as they relate to the Eligibility Worker II Classification. These may include but are not limited to: Critical Thinking, Mathematical Facility, Adaptability, Attention to Detail, Displaying Ownership, Self-Management and Writing (Weighted 100%).

The assessment will be administered remotely. You will need access to a reliable internet connection and a computer to take the assessment.

3. Hiring Interview

CONVICTION HISTORY

After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI).

The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer.

If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances.

Having a conviction history does not automatically preclude you from a job with Contra Costa County.

If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect.

Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.