Eligibility Associate 1 - Alaska

Staffing Solutions Organization LLC (SSO) , an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.

Eligibility Associate 1 - Alaska Location: Remote Schedule: Monday-Friday, 8:00 AM-5:00 PM Alaska Time (AKST) Pay Rate: $24.00 per hour Position Summary Staffing Solutions Organization (SSO) is seeking an Eligibility Associate 1 to support the Alaska Department of Public Assistance (DPA). This position serves as a frontline customer service professional responsible for assisting Alaskans with questions related to public assistance programs, eligibility applications, case status, reporting requirements, documentation submissions, and available benefits and services. The primary function of this role is supporting a high-volume inbound call center environment where professionalism, accuracy, customer service, and productivity are critical to success. The Eligibility Associate will provide information, document interactions, navigate multiple systems simultaneously, and help ensure clients receive timely support throughout the eligibility process. The ideal candidate is customer-focused, detail-oriented, comfortable using technology, and able to manage multiple priorities while delivering exceptional service in a fast-paced environment.

Key Responsibilities Customer Service & Call Center Support

- Answer inbound calls and provide professional, courteous, and accurate assistance to clients.

- Respond to questions regarding application status, eligibility processes, reporting requirements, and available programs and services.

- Explain next steps related to benefits applications, renewals, redeterminations, and required documentation.

- Provide information regarding available resources and how to access services.

- Deliver exceptional customer service while interacting with individuals who may be experiencing stress or difficult circumstances.

- Maintain professionalism and confidentiality during all client interactions.

Eligibility & Administrative Support

- Support eligibility-related operations for the Alaska Department of Public Assistance.

- Review, verify, update, and document information in agency systems and databases.

- Enter and maintain accurate records, case notes, and documentation.

- Process administrative tasks associated with eligibility applications and case maintenance.

- Follow established procedures, policies, workflows, and standard operating guidelines.

Documentation & System Navigation

- Navigate multiple systems, applications, screens, and data sources simultaneously.

- Maintain detailed and accurate documentation of customer interactions and case information.

- Utilize multiple monitors and technology tools to manage calls, documentation, and eligibility support activities efficiently.

- Ensure data accuracy, completeness, and compliance with program requirements.

Quality & Compliance

- Adhere to all state and project policies related to confidentiality, information security, and appropriate handling of sensitive information.

- Meet established performance standards for productivity, quality, attendance, and customer service.

- Identify and escalate urgent situations, service barriers, operational concerns, or emerging trends to supervisors when appropriate.

- Support continuous improvement efforts and maintain compliance with all program requirements.

Required Qualifications Education

- High School Diploma, GED, or equivalent required.

- Must be at least 18 years of age.

- Additional education or college coursework is preferred.

Required Skills

- Strong customer service and interpersonal skills.

- Excellent verbal and written communication skills.

- Ability to manage multiple tasks, systems, and priorities simultaneously.

- Strong attention to detail and commitment to accurac