Job Description

State of New Hampshire Job Posting

Department of Health and Human Services

Bureau of Family Assistance

Manchester District Office

HUMAN SERVICES ASSOCIATE

#12718

$17.81/hour - $23.39/hour

*See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Health and Human Services, 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

Broad Group Level Advancement Available: Yes

No

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:





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 timeframes 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 timeframes.


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), Systematic Alien Verification for Entitlements Program (SAVE), NH Employment Security (NHES), and New Hampshire's Unemployment Insurance System (NHUIS), so documents provided are indexed into the case appropriately.


Accesses the New HEIGHTS system to correctly identify individuals, determine prior history, and update case information, and avoids entering duplicate information. Accesses the EDGE Electronic Benefit Transfer System to check card status, pin cards, and issue replacement cards. Maintains the EBT logbook and security, and may establish access to the EBT point-of-service machine for new Human Services Associate (HSA) hires and delete users who have left. Coordinates process for returned benefit checks including logging, completing required forms, and returning benefits to state office.


Assesses whole-person service needs as well as emergent needs to address barriers to economic mobility and/or self-sufficiency; maintains knowledge of diverse populations and their environmental trends; and connects individuals and families with other internal and external services to address needs or barriers related to social, economic, employment, education, health, mental health, child and vocational rehabilitation.


Assesses, identifies and addresses client language and cultural needs in order to ensure meaningful and equitable access to the Department's programs, activities and services. This includes clients who are limited English proficient, whose preferred language is other than English, and/or clients who are members of historically underserved populations (e.g., persons with disabilities, who are LGBTQ, and racial/ethnic minorities, people with a substance use disorder, etc.).


Communicates professionally and effectively with a diverse client population, state and federal partner agencies, community providers and other service agencies to achieve positive outcomes, to educate and share information in support of whole-person needs, provide eligibility services, and answer questions regarding procedures, policies, individual rights and responsibilities, program and service information and program criteria while following HIPAA and confidentiality policies.


Assists the District Office Supervisors by ensuring information received is processed appropriately to the correct Divisions, compiling office walk-in data for business needs, mentoring new HSA staff, and reporting facility concerns to the appropriate personnel, and other special projects as needed.


Maintains health and safety in public lobby area and keeps bulletin boards of information current and orderly, including stocking and maintaining brochures and information materials. Stocks interview rooms with forms, brochures, and printer paper. Orders and maintains supplies specific to Division needs.


Consults with senior or supervisory staff concerning non-routine questions in order to relay accurate information to applicants and recipients.

Disclaimer Statement

: 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 classification.

For further information please contact

Jennifer O'Neil, Supervisor V, Jennifer.L.O'Neil@DHHS.NH.GOV

,

603-579-9480.

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:


HMO or POS Medical and Prescription Drug Benefits:


The actual value of State-paid health benefits and the amount of employee health benefit contributions may vary depending on the type of plan selected and the bargaining unit with which a position is associated.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx





Value of State's share of Employee's Retirement: 12.87% of pay

Other Benefits:

Dental Plan at minimal cost for employees and their families ($500-$1800 value) Flexible Spending healthcare and childcare reimbursement accounts State defined benefit retirement plan and Deferred Compensation 457(b) plan
Work/life balance flexible schedules, paid holidays and generous leave plan $50,000 state-paid life insurance plus additional low-cost group life insurance Incentive-based Wellness Program (ability to earn up to $500)
Total Compensation Statement Worksheet:


https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website:

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf





https://www.das.nh.gov/hr/index.aspx





EOE


TDD Access: Relay NH 1-800-735-2964