Disaster Assistance Lead

Texas Health and Human Services; Austin (TX); Hybrid; USD 32,958 - 48,720; Full time

Benefits offered by this job

Full State of Texas benefits

100% paid employee health insurance

Defined benefit pension plan

Generous time-off policy

Career advancement opportunities

Job summary

Texas Health and Human Services is seeking a Human Services Specialist III – Disaster Assistance Lead in Austin, TX. This full-time temporary position requires a high school diploma and involves responsibilities such as responding to inquiries, overseeing staff, and verifying client eligibility. Applicants should have experience in a customer service role and must pass a FEMA background check. The agency provides comprehensive benefits including health insurance and a pension plan.

Qualifications

• Experience with Windows-based software preferred.
• Previous experience with the Individuals and Households Program (IHP) preferred.
• Previous supervisory experience in a customer-service related field preferred.
• FEMA background check and suitability determination required.
• Ability to work extended shifts during high-volume disaster response.

Responsibilities

• Provide and verify information, respond to inquiries, resolve complaints.
• Respond to statewide inquiries using the State Disaster Assistance Help Line.
• Oversee staff or projects for successful execution.
• Gather and verify necessary client information for eligibility.
• Analyze hotline calls and case records for compliance assessment.
• Conduct interviews with clients to collect eligibility information.
• Document case records using automated equipment.
• Explain program services to clients and make referrals.

Skills

Skills in interviewing techniques

Public communication

Written communication

Mathematical computations

Education

High school graduate or equivalent

Tools

Windows-based software

Job description

Job Information

Position: Human Services Specialist III – Disaster Assistance Lead

Agency: Health & Human Services Commission (HHSC)

Location: Austin, TX – 4616 W Howard Ln, Building 8

Pay Range: $2,953.25 – $4,365.66 monthly (Texas‑B‑13)

Posting Number: 15568

Employment Type

Temporary full‑time position, day shift, eligible for telework after 30‑day probation. Travel up to 15 %. Work may extend to six days a week, 10‑hour shifts during high‑volume periods.

Benefits

Full State of Texas benefits for eligible employees, 100 % paid employee health insurance, defined benefit pension plan, generous time‑off policy, and career advancement opportunities.

Responsibilities

• Engage in intermediate‑level communication to provide, exchange, and verify information, respond to inquiries, address concerns, and resolve issues or complaints (20 %).
• Respond to statewide inquiries and requests for assistance using an automatic call distribution system via the State Disaster Assistance Help Line (10 %).
• Serve as a lead, overseeing staff or projects, ensuring successful execution and adherence to objectives (5 %).
• Gather and verify necessary client information to determine eligibility, ensuring accuracy and compliance with agency standards (15 %).
• Analyze hotline calls and case records to assess compliance, identify trends, and recommend corrective actions (10 %).
• Conduct interviews with clients and authorized representatives to collect information critical for determining eligibility for benefits (5 %).
• Conduct reviews to determine or verify eligibility or continued eligibility (10 %).
• Document case records using automated equipment (5 %).
• Explain program services and policies to clients and make appropriate referrals to agency programs, other state agencies, or community resources (15 %).
• Attend work on a regular schedule in accordance with agency leave policy and perform other duties as assigned (5 %).

Qualifications

• High school graduate or equivalent.
• Experience with Windows‑based software (preferred).
• Previous experience with the Individuals and Households Program (IHP) (preferred).
• Previous supervisory experience in a customer‑service related field (preferred).
• FEMA background check and suitability determination (U.S. citizenship required).
• Ability to work extended shifts during high‑volume disaster response, including 10‑hour shifts, six days a week.
• Knowledge of federal and state disaster recovery assistance agencies, regulations, and policies.
• Skills in interviewing techniques, applying guidelines and regulations, public communication, written communication, mathematical computations.
• Ability to listen, elicit and evaluate information, interpret terms, resolve conflicting statements, navigate NEMIS, set priorities, and manage time efficiently.

EEO Statement

All active‑duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified. The agency provides reasonable accommodation during the hiring and selection process for qualified individuals with a disability. Background and other due diligence checks may be required.

ADA Accommodations

In compliance with the Americans with Disabilities Act (ADA), HHSC will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. Applicants needing assistance with the online application can contact the HHS Employee Service Center. Accommodation during the interview process can be arranged as needed.