Customer Support Center Eligibility Worker

ND Health and Human Services; Washburn (ND); Remote; USD 38,000 - 62,000; Full time

Job summary

ND Health and Human Services in North Dakota invites applications for an Eligibility Worker, remotely within the Dakota Central Human Service Zone (Mercer, McLean, Oliver, Sheridan Counties) with a dedicated home office space.

This role supports the Economic Assistance Unit by answering inquiries, determining eligibility, providing information and referrals, and interpreting program policies to guide citizens through TANF, SNAP, and related programs.

Qualifications

• Must have a high school diploma or equivalent plus, one of the following: eligibility worker certificate, 90 semester hours or 135 quarter hours of a bachelor's degree, three years of work experience in relevant fields, or any combination of education and experience listed.

Responsibilities

• Provide exceptional customer service and support as a primary resource for clients statewide regarding Economic Assistance programs.
• Assess client needs and provide information/referrals for agency resources to assist clients.
• Interpret state and federal program policies and maintain knowledge of laws, rules, and procedures.
• Develop and prioritize work practices to meet deadlines for all programs.

Skills

Customer service

Communication

Policy interpretation

Case processing

Education

High school diploma or equivalent

Eligibility worker certificate program

Bachelor's degree (60+ credit hours) or 3 years of related work

3 years experience processing claims/benefits

Job description

Dakota Central Human Service Zone is Hiring a Customer Support Center Eligibility Worker

This position will be remote within the Dakota Central Human Service Zone area, which includes Mercer, McLean, Oliver, and Sheridan Counties and will be required to have a dedicated office space in their home environment.

This Eligibility Worker position functions as part of the Economic Assistance Unit's statewide call center and customer support team representing the first point of contact for citizens providing an immediate response to questions and concerns.

The Economic Assistance Unit provides for the assessment and eligibility determination of applicants for a variety of programs by interpreting and applying complex state, federal, and county policies. This position requires knowledge of community resources and Economic Assistance programs including Temporary Assistance to Needy Families, Health Care Coverage, Supplemental Nutrition Assistance Program, Low-Income Energy Assistance, Child Care Assistance, Healthy Steps and General Assistance.

Eligibility Worker Example Of Duties

• Provide exceptional customer service and support as a primary resource for clients and community partners statewide regarding various Economic Assistance programs.
• Assess client needs; Provide information and referrals for agency or community resources to assist clients and other individuals.
• Interpret state and federal program policies; Maintain working knowledge of laws, rules, policies, procedures, and other regulations.
• Develop and prioritize work practices to meet deadlines for all programs.

The duties listed are not intended to be all-inclusive. Duties assigned to any individual employee are at the discretion of the appointing authority and may be subject to change as determined necessary to be in the best interest of the department.

To be considered for this position, you must have a high school diploma or equivalent plus, one of the following:

• Completion of the eligibility worker one-year certificate program.
• Completion of 90 semester hours or 135 quarter hours of a bachelor's degree program.
• Three years of work experience involving processing of claims, loans, financial eligibility benefits, credit reviews, abstracts, taxes, housing assistance, or work experience in the clerical, accounting, bookkeeping, legal, financial, business, teaching, investments, financial planning, computer/data processing fields or call center experience.
• Three years of any combination of education and experience listed above.

Additional Requirements

• Candidates must successfully complete Federal Bureau of Investigation criminal history record check and fingerprinting.
• Computer literacy and regular attendance are required. A high level of verbal and written communication skills is also required.
• Preference will be given to applicants with experience determining eligibility for human service economic assistance program and/or call center experience.
• Applicants must reside within the Dakota Central Human Service Zone service area (Mercer, McLean, Oliver, or Sheridan County) or be willing to relocate to the area.
• Travel to zone office locations may be required for training, meetings, and operational needs.

Working For Dakota Central Human Service Zone

Dakota Central Human Service Zone partners with the Department of Health and Human Services and Dakota Central County to deliver public assistance and program protocols and provides employees with the excellent benefits and employment packages offered by McLean County as a McLean County employee.

Dakota Central Human Service Zone team members are offered robust medical, dental and life insurance coverage, as well as an excellent retirement package.

Employees enjoy ten paid holidays, as well as earning both annual leave and sick leave days.

About Team ND

Far and away the best prize life offers is the chance to work hard at work worth doing. - Theodore Roosevelt

Equal Employment Opportunity

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. Sect. 23-12-10.