General Statement of Duties
The primary purpose of this position is to provide accurate, timely and integrated customer service in person or by telephone to customers across various Health and Human Services programs. Answer questions and gather information from new and established customers in support of an application for services or ongoing services/benefits. Explain Agency services across a variety of HHS program areas and transfer calls/route customers to appropriate staff within HHS as needed. Gather information from clients through the interview process for the purpose of determining applicant eligibility for Food & Nutrition (FNS) benefits. Process changes to client information for Food & Nutrition (FNS), Medicaid and Work First Family Assistance (WFFA). (3848, 3849)
English/Spanish bi-lingual speakers preferred.
Examples of Work
Gather information from clients regarding change-in-situation actions reported by phone for active cases and enter data into the appropriate state system. Review FNS applications to determine potential eligibility for expedited cases. Maintain current knowledge of all agency programs and staffing within each division in order to serve customers within an integrated model. Provide HHS customers with information and referrals to services provided by community partners. Issue fishing licenses and youth work permits and assist customers with voter registration. Schedule appointments for WIC and Family Planning customers. Provide assistance related to scheduling and payment options to Family Planning and WIC customers. Provide financial assessment and determine payment options for Family planning customers.
Knowledge, Skills and Abilities
Knowledge of agency programs and staff. Knowledge of office practices and procedures and the ability to effectively use various software applications and office equipment. Knowledge of HIPAA regulations regarding handling of customer’s charts and customer-related communications. Ability to receive people in a courteous, caring and professional manner at all times. Skills in clear communication, problem solving and decision making. Ability to read, comprehend and apply rules and regulations and often changing policies and guidelines pertaining to eligibility programs. Ability to interpret agency policies and procedures to people of varied social, economic and educational backgrounds to obtain data for documentation and verification of information needed. Ability to detect the customers need for other agency services and make appropriate referrals. Ability to learn the intricacies of numerous forms and procedures related to public assistance programs. Communicate clearly and effectively both orally and in writing. Maintain knowledge of the agency organizational rules, policies, procedures, services and mission. Plan, prioritize, and organize work effectively to produce quality work with measurable results and within identified deadlines. Interact with other employees, customers and partners with professionalism and cultural competency. Work effectively and efficiently as a team contributor including interacting, communicating and coordinating work efforts with other employees and organizations to accomplish a common task. Understand the necessity to efficiently and effectively interact, communicate and coordinate work efforts with other employees and organizations in an effective manner to accomplish common task. Function in highly stressful circumstances and demonstrate the ability to adapt to changing priorities, deadlines and directions. Conduct business in an ethical manner at all times while maintaining a high level of professionalism and confidentiality. Safely and successfully perform the essential job functions consistent with ADAAA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards. Maintain regular, punctual attendance consistent with ADAAA, FMLA and other federal state and local standards.
Minimum Education and Experience
Graduation from an accredited associate degree program in Human Services Technology, Social Services Associate, Paralegal Technology, Business Administration, Secretarial Science, or a closely related curriculum; or graduation from high school and two years of paraprofessional, clerical, or other public contact experience which included negotiating, interviewing, explaining information, gathering and compiling of data, analysis of data and/or performance of mathematical or legal tasks with at least one year of such experience being in an income maintenance program; or graduation from high school and three years of paraprofessional, clerical or other public contact experience which included negotiating, interviewing, explaining information, the gathering and compiling of data, the analysis of data and/or the performance of mathematical or legal tasks; or an equivalent combination of training and experience.
All applicants will be given credit only for information provided in response to this announcement. No additional information will be solicited or considered by this office; therefore, persons who submit incomplete applications may not receive full credit for their education, training, and experience. Applicants will not automatically be given credit based on their position title. If work history involves part time work, you must state the number of hours per week to receive credit. THIS IS A PART-TIME TEMPORARY ON CALL AS NEEDED POSITION.