Human Services Associate

Human Services Associate (Job )

State of New Hampshire
, Department of Health & Human Services, Bureau of Family Assistance, Concord District Office

$17.81/hour - $23.39/hour

Full-time

US:

NH:

CONCORD

09/29/2026

• Reviews all program applications for completion and accuracy, and updates/enters information in the automated eligibility and enrollment system, known as the New Hampshire Empowering Individuals to Get Help Transitioning to Self-sufficiency (New HEIGHTS). Identifies expedited cases and applications that are potentially ineligible due to income, resources, and shelter/utility costs, and meets federal and state required time frames to schedule a full review with a Human Services Specialist.
  
  Processes final steps for those who are denied benefits.
• Performs eligibility determination assistance activities including: answering phones in the office as well as on the Customer Service Center (CSC) line, capturing Voice Recorded Signatures (VRS), routing callers, and taking messages; retrieving voice mail and returning calls; scheduling and rescheduling appointments; scheduling interpreters; providing program and procedural information to clients; reviewing documents received and identifying the appropriate Division for disbursement; scanning and filing paperwork provided, including indexing and re-indexing documents;
  
  distributing mail and email and processing returned mail; faxing documents; preparing and reviewing routine correspondence; initiating collateral calls, and requesting verification documentation from applicants and collateral resources.
• Triages members of the public and customers on behalf of all field service Divisions/Bureaus at the reception or lobby area while educating them about various resources pertaining to their eligibility; interacts with individuals to address and resolve their needs, assists and guides applicants with navigation through various digital sources to obtain documentation needed for eligibility; checks individuals in for appointments and walk-in activity through the New HEIGHTS system.
  
  Assists individuals with the lobby kiosk, as well as handles required kiosk maintenance such as rebooting, updating and applying general knowledge of functionality. Determines reason for the visit; assists in expedited assistance applications; receives and processes verification and change documentation; answers basic program, service, and procedural questions; and directs individuals to the appropriate Division/Bureau, resources, or staff member while ensuring confidentiality for the clients.
• Meets with and interviews applicants and recipients to gather necessary information to screen for eligibility and obtain verification information and documentation required to determine initial and on-going program eligibility. Ensures all information is uploaded/scanned into the appropriate case for processing under state and federal time frames.
• Determines individuals’ preliminary eligibility utilizing knowledge of basic federal and state program and policy and provides information and instructions to applicants and recipients. Provides benefit issuance information and enter new recipients into the system. Provides appropriate referrals for community resources such as town or city welfare offices, local food pantries, WIC, housing authorities, unemployment, service link offices, Social Security, and 211 when needed.
  
  Ensures all information received in the office is kept confidential and that HIPAA regulations are followed.
• Researches applicant and client information with proficiency in automated databases, system interfaces, web-based software applications, and other resources, including but not limited to:
  New HEIGHTS and other state agency systems including the EBTEDGE, and the DHHS self-service portal known as NH EASY. Uses internal and external sources to attain and verify information required to complete determinations and verify accuracy of decisions. Achieves and applies a general understanding of the systems used for eligibility determinations, including but not limited to:
  New England Child Support Enforcement System (NECSES),…