Self-Reliance Specialist - WEL

USA: | Customer Service | Full Time

21.42 - 21.42 USD per hour

Posted 19 days ago | Apply before June 25, 2026

DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANS

THIS ANNOUNCEMENT WILL BE OPEN UNTIL FILLED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE TO BE CONSIDERED.

The Division of Welfare is currently recruiting for a full time, permanent (with benefits)
Self‑Reliance Specialist to work in our Ponderay field office.

This position works in a high volume, fast‑paced work environment to assist customers for various benefits and services, while meeting and sustaining accuracy and productivity standards.

While this position works with families to help them find self‑reliance, this is not a social work position and does not include long‑term case management. While this position does work in an office and may provide face‑to‑face services, the majority of the work is done via phone.

The Self‑Reliance Benefits program works with families who are applying for or are receiving benefits through the Supplemental Nutrition Assistance Program, Health Care Assistance Programs, Idaho Child Care Program, and/or cash assistance programs. Direct customer service may be conducted face‑to‑face or on the telephone and is dependent upon the unit of the vacancy being filled.

This position is not eligible for telework.

The Idaho Department of Health & Welfare is a drug‑free workplace. Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre‑employment drug test.

• Paid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time)
• 2 voluntary supplemental retirement plans including both pre‑tax and Roth options
• Deferred compensation plan
• Life insurance for self, spouse, and children
• Short and long‑term disability insurance
• Flexible Spending Accounts (FSA)
• Wide variety of training opportunities
• Some positions offer flexible hours and/or telecommuting
• Review and determine eligibility for the Supplemental Nutrition Assistance Program, cash assistance, and Health Care Assistance Programs.
• Apply complex policies, procedures, and legal requirements.
• Provide direct customer service either by face‑to‑face interactions or via telephone and/or mail.

• Requires personal interaction (face‑to‑face and/or via telephone, mail, or email) with customers and related agencies/individuals when intimate household circumstances are being addressed.
• Requires skillful de‑escalation when working with customers in high stress, upsetting situations.

• Gather, verify, interpret, and act on personal information from various sources to case actions.
• Develop, adapt and maintain management systems to support workload activities and meet federally mandated outcome/reporting requirements.
• Perform complicated analytical problem resolution and ensure data quality in automated system processing.

• Experience conducting and documenting sensitive fact‑finding interviews. Typically gained by at least six months of experience or completion of some college courses in a human services field. Types of qualifying experience could include a background in credit collection, law enforcement, financial institutions or social service programs/services where detailed interviews were used to elicit information from customers that was then used to determine the outcome or eligibility for services.
  
  This background may also have been obtained through upper division college‑level courses in a human services field. Experience as a receptionist, basic sales associate/retail clerk, or any position at that level does not meet this qualification.
• Experience dealing with individuals who are in stressful situations from varying cultural/socioeconomic backgrounds and de‑escalating emotionally charged situations. Typically gained by least six months of experience in a business setting where I handled upset or angry customers.
• Experience applying written policies and criteria and determining qualifications for services or benefits. Typically gained by at least six months…