SSA Case Assistance Navigator - Call Center & Field Services

Description

The SSA Case Assistance Navigator provides support to low-income individuals in navigating and applying for the Supplemental Food Assistance Program (SNAP) benefits. This role assists neighbors in a call center and onsite at agency partners, ensuring they understand eligibility criteria and guiding them through the benefits application process.

• Associate’s degree preferred; or an equivalent combination of education and/or relevant work experience
• Ability to obtain Case Assistance Navigator certification and pass a background check through the Texas Health and Human Services Commission (HHSC)

• Strong written, verbal, interpersonal, and customer service skills, with a focus on active listening, problem-solving, and empathy
• Confident in engaging with diverse individuals and groups to promote services and educate neighbors
• Highly organized with strong planning skills; able to manage multiple projects, maintain attention to detail, and meet deadlines in a fast-paced environment
• Comfortable working independently and collaboratively within a team
• Adaptable to changes in call volume, scheduling, or workflow, with strong time management to meet targets
• Exercises sound judgment and discretion while handling confidential information
• Proficient with MS Office Suite, Adobe, virtual meeting platforms, and navigating multiple software systems; able to quickly learn new applications
• Familiarity with client relationship management (CRM) software is a plus
• Ability to obtain and maintain a DOT Medical Examiner’s Certificate and meet applicable physical and safety requirements, in accordance with FMCSA guidelines, when performing assigned SNAP Mobile driving duties
• Bilingual or multilingual proficiency preferred (e.g., Spanish, Vietnamese, Pashto, or other languages relevant to the communities served)
• Minimum typing speed of 60 WPM

• Two years of experience in customer service, social services, or sales roles, preferably in a call center environment

• Guide neighbors through the SNAP benefits application process, explaining eligibility requirements, required documents, and timelines
• Assist neighbors with completing and submitting accurate, process-ready applications, while educating them on available benefits and encouraging timely enrollment
• Conduct field-based engagement, develop partnerships, and implement tailored outreach campaigns to improve access to services and community well-being.
• Maintain a high level of customer service, addressing neighbor questions and resolving issues efficiently
• Troubleshoot technical issues related to online benefits applications and guide neighbors through solutions
• Accurately document neighbor interactions, log calls, track application status and maintain neighbor files to support reporting, program monitoring, and compliance with grant requirements
• Work collaboratively with North Texas Food Bank (NTFB) staff, community partners, and internal and external stakeholders to increase participation in SNAP and other Texas benefits programs
• Conduct follow-up outreach with neighbors as needed to ensure applications are completed and submitted
• Meet individual and team goals based on NTFB’s strategic plan
• Follow Health Insurance Portability and Accountability Act (HIPAA) policies and procedures to protect sensitive health information, including proper handling, storage and transmission of neighbor data
• Regularly research local social services programs/organizations to continuously learn about additional resources that are available to neighbors being assisted
• May serve as backup driver for SNAP Mobile company vehicle to transport food products, equipment and staff members
• When operating the SNAP Mobile vehicle, comply with all applicable DOT, FMCSA, and safety regulations
• When assigned SNAP Mobile driving duties, complete Driver Vehicle Inspection Reports (DVIRs), and related documentation in accordance with DOT, FMCSA, OSHA, and company safety regulations
• Perform other tasks and duties as assigned

• Ability to adapt effectively to workplace…