SSA Case Assistance Navigator - Call Center

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Description

The SSA Case Assistance Navigator (Call Center) provides support to low-income individuals in navigating and applying for state benefits, such as SNAP and Medicaid, within a call center environment. This role involves assisting clients over the phone and through digital platforms, ensuring they understand eligibility criteria, and guiding them through the application process. The position is part of the Community Partner Program and requires certification as a Case Assistance Navigator through HHSC.

MINIMUM QUALIFICATIONS:

Education:

• Associate's degree preferred; or an equivalent combination of education and/or relevant experience

Special Knowledge/Skills/Abilities:

• Proficient with MS Office Suite and virtual meeting platforms, with the ability to learn new software
• Working knowledge of client relationship management (CRM) software a plus
• Strong written, verbal, interpersonal, communication, and customer service skills, with a focus on active listening, problem-solving, and empathy
• Ability to explain complex concepts clearly and concisely
• Excellent organizational and planning skills, with the ability to manage multiple projects, maintain attention to detail, and meet deadlines in a high-demand, fast-paced environment
• Ability to work independently and collaboratively as part of a team
• Capable of exercising sound judgment and discretion while handling confidential information
• Skilled at managing multiple systems (CRM, benefits portals, etc.) while engaging with clients on the phone, ensuring accuracy and efficiency in all interactions
• Adaptable to changes in call volume, scheduling, or workflow, with strong time management to meet targets
• Confidently engage with diverse individuals and groups to promote services and educate neighbors
• Multilingual (English/Spanish) preferred such as Vietnamese, Pashto or any other languages)
• Minimum 60+ WPM typing speed

Experience:

• Two years of experience in a customer service or social services role in a call center or virtual setting
• Experience working with underserved, low-income communities with diverse populations

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Provide phone-based assistance to clients seeking help with state benefits, such as SNAP and Medicaid
• Guide clients through the application process, explaining eligibility requirements, required documents, and timelines
• Assist with the completion and submission of process ready applications for benefits
• Maintain a high level of customer service, addressing client questions and resolving issues efficiently
• Troubleshoot technical issues related to online benefits applications and guide clients through solutions via phone or digital communication tools
• Accurately document client interactions and application status and ensure all required documentation is collected
• Track and report outcomes of client interactions, including completed applications and follow-up actions, to ensure grant and program requirements are met
• Utilize call center software, including CRM systems, phone systems, and tracking tools to log calls, document client information, and monitor case status
• Educate clients about available benefits and encourage enrollment, emphasizing the importance of completing applications accurately and timely
• Work collaboratively with NTFB staff, community partners, and external stakeholders to increase participation in SNAP and other state programs
• Conduct follow-up outreach with clients as needed to ensure applications are completed and submitted
• Perform data entry, maintain client files, and update databases to support reporting and program monitoring
• Ensure all tasks are completed within required timelines and program guidelines, meeting monthly enrollment and performance goals
• Meet individual and team goals based on NTFB and Feeding Texas contractual requirements
• Follow 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
• Perform other task and duties as assigned

MENTAL DEMANDS

• The person in this position needs to adapt well in the face of work stressors, such as customer concerns/complaints, compliance offenses, competing programmatic priorities, and maintaining confidentiality.
• Must be able to work at a computer for extended periods, answer phone calls, and manage a high volume of client interactions.

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is occasionally required to stand; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk or hear.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 20 pounds.

ENVIRONMENTAL FACTORS:

• Moderate noise (i.e. business office with an open floor plan with computers, phone, and printers, light traffic)
• This person must have the ability to frequently work outdoors at a variety of locations; program operates in non-hazardous weather conditions rain or shine, year-round
• Ability to work a flexible schedule, including nights, weekends and holidays as needed
• Reliable transportation and a valid DL and insurance is required for travel within our 12-county service area

The mental and physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This is not necessarily an exhaustive list of all skills, duties, responsibilities, efforts, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, NTFB reserves the right to revise the job or to require other or different tasks be performed as assigned.

The North Texas Food Bank is an equal opportunity employer.