Account Specialist - Change of Payee and Discharge

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Our Human Services team helps state and municipal human services and economic development agencies keep their promises—responsibly and sustainably—to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations.

Services:

• Program Consulting

• Finance Consulting and Billing Services

• Applied Technology

• Outsourcing and Operations

• Strategy

• Project and Grants Management

• Assessments and Feasibility Studies

PCG is seeking a dedicated and customer-focused Account Specialist to support youth transitioning from foster care and their families, including older youth turning age or 18. This role is responsible for helping youth and caregivers understand federal benefit programs, maintain eligibility, and successfully manage benefits during and after the transition from care through outreach and in response to hot line inquires. The Account Specialist plays a key role in education, advocacy, and ongoing support while ensuring accurate tracking of workload and timelines. 

Key Responsibilities 

• Assist older foster youth and families in understanding federal benefit programs and eligibility requirements  

• Educate youth and caregivers on how to manage, maintain, and protect benefits as youth transition from foster care  

• Support youth and families through the representative payee process, including guidance on responsibilities and compliance  

• Provide clear, accurate, and compassionate customer service to youth, families and caregivers.  

• Explain complex policies, processes, and financial information in a clear, easy-to-understand manner  

• Serve as a trusted point of contact for questions related to benefits, transitions, and ongoing support needs  

• Track individual caseload, documentation, and required timeframes to ensure timely and accurate service delivery  

• Collaborate with internal teams and external stakeholders to support positive outcomes for youth and families  

Required Skills: 

Preferred Qualifications 

• Experience with working in a customer service, benefits administration, case management, social services, or human services role  

• Experience supporting youth, families, or vulnerable populations, particularly those involved with foster care, transition-age youth programs, or social service systems  

• Demonstrated ability to explain complex policies, procedures, or financial information in a clear, patient, and easy-to-understand manner  

• Strong organizational skills with the ability to manage a caseload, track deadlines, and meet required timeframes  

• Proficiency with standard office software and databases (e.g., Microsoft Office, case management or benefits tracking systems)  

• Excellent written and verbal communication skills with a strong emphasis on professional, accessibility and customer service  

• Reliable, detail-oriented, and able to work independently while collaborating effectively with a team 

• Key Skills & Competencies 

• Strong communication skills with the ability to explain complex information clearly and empathetically  

• Excellent customer service and relationship-building abilities  

• Strong organizational and time-management skills with the ability to track workloads and deadlines  

• Attention to detail and accuracy in documentation  

• Ability to work independently while also collaborating effectively within a team  

• Cultural competency and sensitivity when working with diverse populations 

Qualifications: 

Education: 

A Bachelor’s degree or 2 years of relevant experience  

Experience: 

Strong background in customer service or other types of engagement programs.  Familiarity with Social Security benefits and/or human services organizations a plus. 

WORKING CONDITIONS:     

Remote work from home.   

#LI-MB1

#LI-remote

Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.  As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement:

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.