Overpayments and Collections Analyst III (Departmental Promotional Only)

Job Description:

Overpayments and Collections Analyst III (Departmental Promotional Only)

Description

Description

The County of San Mateo Human Services Agency (HSA) is seeking qualified applicants for the position of Overpayments and Collections Analyst III, in the Program Integrity Community Services Branch's Overpayments and Collections Unit located at 500 County Center, 2nd Floor, Redwood City, CA.

The ideal candidate will possess:

The Overpayments and Collections Analyst III acts as a lead in a highly specialized functional area of public assistance. This position requires a thorough knowledge of eligibility policies, procedures and regulations for all public assistance programs and performs duties including but not limited to CalFresh, CalWORKs, Foster Care, General Assistance (GA), Cash Assistance Program for Immigrants (CAPI) and other public welfare programs. Areas of thorough knowledge include conducting audits and performing eligibility recalculations for the validation and determination of overpayments for all public assistance programs. Incumbent will work in the Overpayments and Collections Unit within the Human Services Agency and oversee activities associated with the overpayments, overissuances, and early detection of fraud in the application and receipt of public assistance benefits, as well as recoupments and collections of overpayments and overissuances. Assist in overseeing the enforcement of legal requirements for repayments, liens, writs, small claims, and other legal communications between external entities with County Counsel direction. Assist in planning and coordinating program and administrative services, assist with developing and implementing program and administrative goals and ensuring compliance with Agency policies and procedures, and is frequently called upon for depth and breadth of program knowledge.

The Overpayments and Collections Analyst III position provides lead direction and training to unit staff and provides cross-departmental training to other units. The position provides lead functions in the following activities: working with the statewide welfare system, CalSAWS, which migrated from CalWIN and VACS systems, as it relates to overpayments and collections, benefit issuances, reconciling trust funds, tax Intercept, Income and Eligibility Verification System (IEVS) abstracts, overpayments establishment, and other collection activities including assisting with providing oversight over cash, credit and bank transactions as they relate to collection activities. The position also works closely with several local data systems, including Web-based Overpayments Tracking System (WOTS), Ventura Automated Collections System (VACS) and other data systems as needed. The position reviews and analyzes All County Letters (ACLs), All County Information Notices (ACINs), All County Welfare Directors Letters (ACWDLs), and County Fiscal Letters (CFLs) for understanding of how to carry out implementation of policy and operational impacts for overpayment and collections functional operations.

The ideal candidate will have strong leadership qualities, including working collaboratively as a team leader. This candidate will be working in a fast-paced and challenging environment with the ability to positively energize others and provide stewardship to journey and entry-level staff. Strong writing, comprehension, editing, mathematical and analytical skills as well as superior interpersonal and presentation skills are critical and required, as much of the work may involve reviewing the work of others. The successful candidate will have experience working with a wide variety of stakeholders within the County, the Department, and be expected to participate with Statewide stakeholders in relevant areas.

The candidate must demonstrate a consistent and reliable attendance record, must be available and present when scheduled to work, will be a self-motivated, flexible, pro-active, highly analytical, and a strategic thinker with the ability to solve business problems and deliver insights that enable timely and effective operational decision-making. The candidate should be open to shifting work priorities and have open communication skills. The position works with cross-functional teams of the organization in support of the development, execution, and monitoring of programmatic, administrative, facility, and technological areas.

The Overpayments and Collections Analyst III will be an advocate and proponent to further the unit goals and objectives and assist supervisors by participating in the analysis of a wide variety of moderate to complex administrative problems and making effective recommendations. They will also assist in training assigned personnel and perform complex mathematical and statistical calculations accurately. The Overpayments and Collections Analyst III will analyze programmatic requirements in order to provide support in planning for potential process improvements.

Under general supervision, the Overpayments and Collections Analyst III will conduct impartial and comprehensive case reviews and audits for early fraud detection and cost avoidance; implement and coordinate program policies and protocols and perform research and analysis for identifying and recovering welfare benefit overpayments, overissuances, and debt collections; perform account reconciliation, debt recovery, and collection of overpayments and overissuances for welfare benefits, prepare verbal and written reports explaining issues, errors and corrective actions; represent the County as required for Fair Hearings and Court proceedings; gather information from a wide variety of sources and compile a succinct summary of a case profile for case notes to be used as reference for Fair Hearings or Special Investigations requests; must have excellent writing and narrative skills; prepare and enforce legal requirements for repayments, liens, writs, small claims, and other legal communications between external entities with County Counsel direction; provide support and information regarding cases to Special Investigations and Fair Hearings units, and to the District Attorney's office; and perform any duties as assigned.

DISTINGUISHING CHARACTERISTICS

The Overpayments and Collections (OPC) Analyst III is a highly specialized classification requiring a thorough knowledge of eligibility policies, procedures and regulations for all public assistance programs in order to perform, audit and eligibility re-calculation for validation, and determination of overpayments for all public assistance programs. Incumbents work in the Overpayments and Collections Unit within the Human Services Agency and perform duties associated with the overpayments, overissuances, and early detection of fraud in the application and receipt of public assistance benefits as well as recoupments and collections of overpayments and overissuances. Incumbents are frequently called upon by Eligibility and Staff Development staff for their depth and breadth of program knowledge.

The Overpayments and Collections Analyst classification series is distinguished from the Benefits Analyst classification series in that incumbents in the latter classification determine initial and continuing eligibility for one or more welfare programs. The Overpayments and Collections Analysts review and audit cases to identify and recover welfare benefit overpayments, overissuances, and debt collections for all four areas of welfare eligibility benefits and programs.

The Overpayments and Collections Analyst III classification is further distinguished from the Benefits Analyst III classification in that incumbents in this classification are responsible for performing the most difficult, complex, and specialized assignments in analyzing and accurately summarizing and evaluating the case details for OP/OI determination.

Examples Of Duties

Duties, may include, but are not limited to, the following:

• Prepare or assist in the preparation of program and departmental policies and procedures; and identify issues and problems and propose solutions for overpayments, overissuances, and debt collections.
• Explain policies, procedures and prepare correspondence to clients, employers, and other stakeholders as required.
• Prepare memos to department supervisors and staff explaining issues, errors and corrective actions.
• Make verbal and written reports of findings to staff, supervisors and managers.
• Enter, update, and maintain case narratives, payments, and other relevant case information into various Federal, State and local public assistance, collections, and other ancillary data systems as appropriate.
• Apply laws, regulations, and policies to determine appropriate overpayment recovery procedures and collection activities.
• Serve as a resource and subject matter expert to employees, outside agencies, and clients on public assistance program overpayments, overissuances, debt collections, policies and procedures for San Mateo County Human Services Agency.
• Attend State, Local, Departmental and Regional meetings and workgroups regarding program and policy changes related to State, and Federal Laws, as assigned.
• Facilitate meetings, organize, and analyze data, write reports, and make presentations to boards, committees and other groups as assigned.
• Perform customer service duties, including client and stakeholder contacts, written and oral communications, both in person and remotely.
• Assist supervisors with any projects such as, but not limited to, IPV, CalSAWS conversion and current CalSAWS issues, write-off, tax intercept, billing statements, suspended recovery accounts, deceased records, refunds and returned checks, OPC Comparison, DPA 482, Court Restitution JEs, claiming data, delinquency dates, quality control and backlog, etc.
• Perform related duties as assigned.

In the Overpayment function, duties may also include:

• Review and audit case eligibility and validate client benefits, including Integrated Fraud Detection cases.
• Request income verification from applicants/recipients, employers, and third parties. Create and validate claims after case review and analysis.
• Initiate and coordinate overpayment and overissuance recovery activities with other units and departments, criminal and civil courts, bankruptcy courts, and claimants with their legal representation.
• Perform the most difficult and/or specialized assignments in eligibility determination, including reviews and audits, legal enforcement and collections, quality control, court case support and appearances, or provide lead direction and training to Eligibility staff on overpayments, overissuances and debt collection for journey level classifications.
• Review client case records to ensure accuracy, proper application of policies, regulations, timeliness of notices of action, identify actions taken by the County, and assess whether benefits were appropriately determined and issued.
• Monitor and ensure appropriateness and accuracy of overpayment and overissuance records.
• Update and revise claims resulting from court adjudications and Fair Hearings administrative determinations.
• Provide support and case details for court and hearing preparation.
• Appear and testify in court as a witness in criminal actions; provide support, testimony, and case details for court and hearing preparation.
• Provide subject matter expertise consultation to the District Attorney's Office in the prosecution of welfare fraud cases.
• Follow office protocols and operating procedures and policies.

In the Collections function, duties may also include:

• Negotiate payment agreements.
• Verify employment, prepare wage garnishments and liens.
• Submit to small claims courts for judgements, submit judgements to process servers and the County Sheriff's Office to file liens and issue garnishments.
• Run reports and client statements through State and local collections systems.
• Monitor Intentional Program Violation (IPV) cases for collections and restitution, and other cases that are non-dischargeable.
• Enforce and collect all public assistance debts including liens, writs and small claims.
• Confer with County Attorney and District Attorney on collection case status as appropriate.
• Review case records and apply payments to the appropriate debts.
• Update accounts and address uncollectable debts according to policies and protocols.
• Work with Financial Services staff to take payments, run credit cards, receive cash, money orders, checks and mail run, drop box and deposits to Treasurer's Office.
• Work on Collection cases (make phone calls, work accounts accordingly), print monthly statements, respond to debtor correspondence, and assist with debtors at the front counter.
• Perform skip tracing activities including, but not limited to, client address location, death verifications, and employment verifications.
• Extract data, scan documents to data management systems, upload forms, record retention.
• Follow office protocols and operating procedures and policies.

Qualifications

Departmental Status: An applicant must be a Human Services Agency employee with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position.

Knowledge of:

• Principles and procedures of eligibility determination.
• Functions of public social services.
• Investigative and interviewing techniques.
• Principles and practices of Overpayments and Collections.
• Principles, procedures and techniques of collections and credit investigation work, including sources of information available in skip-tracing and collection.
• Laws, regulations, ordinances and codes related to the legal collection of debts, probate, seizure of property, real property transactions and bankruptcy.
• De-escalation techniques with difficult situations and clients.
• Principles of training.
• Basic accounting and financial record keeping principles and practices.
• Correct English usage, including spelling, grammar and punctuation for business writing.
• Office procedures, practices, and the operation of standard office equipment.

Skill/Ability to :

• Comprehend and evaluate evidence of possible intentional fraudulent activities.
• Resolve casework problems and make recommendations for solution.
• Plan, coordinate and implement administrative and programmatic research and analysis.
• Gather, analyze, correlate, and evaluate observed facts and evidence.
• Interpret and apply welfare and various laws, rules, regulations and requirements.
• Maintain thorough and up-to-date knowledge of Federal, State and County rules, regulations, policies and procedures related to eligibility for public assistance programs.
• Understand and follow the principles of collection and recoupment provisions and procedures.
• Communicate effectively orally and in writing with people of diverse backgrounds and cultures.
• Establish and maintain effective working relationships with those contacted in the course of the work.
• Interview effectively and secure the cooperation of customers in obtaining pertinent personal information.
• Proficiency in utilization of database, data processing systems and search applications.
• Prepare, maintain and interpret reports and records.
• Organize, keep current and maintain workload within set deadlines.
• Ability to work independently with minimal supervision and instruction, as well as collaboratively as part of a team.
• Excellent organizational skills in handling multiple and competing priorities.
• Flexible, deadline driven, customer service oriented, and ability to work under pressure and with frequent interruptions.
• Exercise thorough independent judgement within general policies and regulatory guidelines.
• Gather information through interview and investigative work, evaluate data, draw valid conclusions and determine strategies for collecting accounts.
• Interpret, apply and explain legal provisions and County policies regarding delinquent accounts.
• Organize and maintain accurate revenue and collection records and files.
• Use initiative and sound independent judgment within established guidelines.
• Prioritize work and coordinate multiple activities.
• Establish and maintain effective working relationships with those contacted in the course of the work, often in stressful situations.
• Plan, assign, train, direct and review the work of others.

Education and Experience :

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Experience: Two or more years of experience performing public assistance eligibility work in a welfare department or related field.

Application/Examination
Departmental Promotional Only. Only current County of San Mateo employees in the Human Services Agency with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra help/limited term position prior to the final filing date may apply.

Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

The examination process will consist of an application screening based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification . All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in the County San Mateo, California and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org/ to apply. Responses to the Supplemental Questionnaire must be submitted in addition to the standard County employment application form. A resume will not be accepted as a substitute for the required application materials. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Tuesday, March 31, 2026, at 11:59 p.m. PST
Application Screening: Wednesday, April 1, 2026
Combined Panel Interview: Tuesday, April 7, 2026

About the County
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

.

Analyst: Arlene Cahill (Overpayments and Collections Analyst III - G073)

Salary:

$7,536.53 - $9,422.40 Monthly