Human Services Associate

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Stateof New Hampshire Job Posting

Department of Health & Human Services

Bureau of Family Assistance

Human Services Associate

Position#12723

$17.81/hour - $23.39/hour

* See total compensation information at the bottom of announcement.

The State of New Hampshire, Bureau of Family Assistance has a full-time vacancy for Human Services Associate.

Summary:

Provides direct service to applicants and recipients of state and federal assistance programs, providing customer service and assistance to determine eligibility including expedited benefits, navigating multiple system programs, and disseminate program and service information to beneficiaries of the Bureaus and Divisions within the Department of Health & Human Services (DHHS). This position is assigned to Bureau of Family Assistance (BFA), Field Operations, in a District Office (DO), and reports to the DO Supervisor.

YOUR EXPERIENCE COUNTS: Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS

Education/

Experience:

Equivalent combination of 2 years of education and experience after completion of high school. Education and experience must be in customer service, social services, finance activities, case management or related field.

License/Certification:
Valid driver’s license or access to transportation

Other Requirements:

1. Must be able to travel to District Offices up to fifty miles away from assigned location in order to provide coverage as assigned, and to attend mandatory job training.

2. Must be able to work overtime when needed

Trainee Option:
Candidates with an equivalent combination of 1+ years of relevant education and experience after completion of high school may be considered and hired in 'trainee status' for this position.

PREFERRED QUALIFICATIONS:

None

AFTER-HIRE REQUIREMENTS :
None

CAREER ADVANCEMENT OPPORTUNITIES:

In-Band Advancement Available:
Yes No

Criteria:
None

Broad Group Level Advancement Available:
Yes No

Criteria:
None

DISCLAIMERS:

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title.

The work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities:

Detailed Tasks (Standard): None

Detailed Tasks (Agency/Position-Specific):

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…