CJFS Eligibility Contact Center Research and Strategy VISTA

As an AmeriCorps member in the VISTA program, you will support an organization to make sustainable change in areas that effect poverty, including education, public health, climate, access to benefits, and more. Through activities such as fundraising, grant writing, research, and volunteer recruitment, you will gain professional experience and leadership skills. This opportunity prepares you for a life of service in the public, private, or nonprofit sector.

Cuyahoga Job and Family Services (CJFS) connects residents with public benefits and work supports to help individuals and families on their journey to self-sufficiency. CJFS is tasked with determining eligibility and case management of five core benefit programs and workforce initiatives: Supplemental Nutrition Assistance Program (SNAP), a federal food assistance program; Ohio Works First (OWF), the county form of the federal Temporary Assistance for Needy Families (TANF) cash assistance program; Medicaid, medical care and insurance for low-income families and the aged/blind/disabled populations; Child care assistance, making it easier for adult caretakers to find and maintain education and a career path; and Prevention, Retention, and Contingency (PRC), which provides aid and services to families due to unexpected emergencies. The CJFS Eligibility Contact Center Research and Strategy VISTA will have a role in developing strategies to improve public benefits service delivery to Cuyahoga County through the Eligibility Contact Center operations and other access options. The Eligibility Contact Center is the main point of contact for residents to apply for benefits, renew benefits and speak to agency representatives.

Member Duties: Research and analysis of other contact center operations (i.e., Cleveland Speech and Hearing Center, other large counties with similar service populations, other government and non-profit agencies, and select private sector organizations). Collaborate with leadership to develop best practices and procedures based on findings. Analyze data from customer lobby interactions and customer relations inquiries to understand how internal processes can be improved, and best practices established. Use internal programs and systems to evaluate implemented changes to service delivery and assess whether there are reductions in call wait times and increases in one-time resolutions.

Program Benefits: Relocation Allowance , Education award upon successful completion of service , Stipend , Childcare assistance if eligible , Living Allowance , Training , Health Coverage* , Choice of Education Award or End of Service Stipend .