Self-Reliance Specialist - WEL

IdahoPTV; Boise (ID); On-site; USD 38,000 - 51,000; Full time

Benefits offered by this job

Paid sick and vacation

Retirement plans

Deferred compensation

Life insurance

Disability insurance

FSA

Training opportunities

Flexible hours

Telecommuting options

Job summary

Idaho Department of Health & Welfare in Boise is hiring Self-Reliance Specialists to answer inbound calls from Idahoans seeking to apply or renew benefits.

This full-time, Monday–Friday role runs 8am–5pm with holidays off and does not include telework, focusing on eligibility determinations, fact-finding conversations, and direct customer service by phone or mail.

Qualifications

• Experience conducting sensitive fact-finding interviews (≈6 months or college courses).
• Experience handling stressful situations and de-escalation.
• Experience applying written policies to determine eligibility.
• Experience managing workloads with conflicting priorities.
• Experience data entry in a computerized records system.

Responsibilities

• Answer inbound calls from Idahoans seeking to apply or renew benefits.
• Assist customers with eligibility determinations via fact finding conversations.
• Provide direct customer service by phone or mail and document interactions.
• Assist with SNAP, Health Care, Child Care, and cash assistance eligibility reviews.

Skills

Inbound calls

Fact-finding

Empathy

Communication

Job description

USA:ID:Boise | Customer Service | Full Time

21.42 - 21.42 USD per hour

Posted 2 days ago | Apply before September 14, 2026

Description

DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANS

*THIS ANNOUNCEMENT WILL BE OPEN UNTIL FILLED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE TO BE CONSIDERED.*

The Division of Welfare is hiring for Self-Reliance Specialists in the Boise field office. This is a full-time position with a schedule of Monday through Friday, from 8am to 5pm with holidays off.

These service-oriented positions work taking inbound calls from customers throughout the state of Idaho who are seeking to apply or renew various benefits and services. While these positions work with families to help them find self-reliance, these are not social work positions and do not include long-term case management.

The Self-Reliance Benefits program works with families who are applying for or are receiving benefits through the Supplemental Nutrition Assistance Program, Health Care Assistance Programs, Idaho Child Care Program, and/or cash assistance programs.

This position is not eligible for telework.

The Idaho Department of Health & Welfare is a drug-free workplace.Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test.

BENEFITS:

The State of Idaho offers a robust total compensation and benefits package, including but not limited to:

• Paid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time)
• 2 voluntary supplemental retirement plans including both pre-tax and Roth options
• Deferred compensation plan
• Life insurance for self, spouse, and children
• Short and long-term disability insurance
• Flexible Spending Accounts (FSA)
• Wide variety of training opportunities
• Some positions offer flexible hours and/or telecommuting
• Review and determine eligibility for the Supplemental Nutrition Assistance Program, Child Care, cash assistance, and Health Care Assistance Programs.
• Apply process, procedures and overarching policy to determine eligibility via fact finding conversations with customers.
• Provide direct customer service either via telephone and/or mail.

Interpersonal

• Requires personal interaction (via telephone, mail, or email) with customers and related agencies/individuals when household circumstances are being addressed.
• Requires communication skills such as effective listening, asking open ended questions, empathy and at times de-escalation.

MINIMUM QUALIFICATIONS:

You must possess all the minimum qualifications below to pass the exam for this position. Please make sure your resume or work history supports your meeting the minimum and specialty qualifications for this position. Failure to do this may disqualify you from being considered for this position.It is highly recommended to attach a one-page cover letter to your application to demonstrate how you meet the requirements below.

• Experience conducting and documenting sensitive fact-finding interviews. Typically gained by at least six months of experienceORcompletion of some college courses in a human services field. Types of qualifying experience could include a background in credit collection, law enforcement, financial institutions or social service programs/services where detailed interviews were used to elicit information from customers that was then used to determine the outcome or eligibility for services. This background may also have been obtained through upper division college-level courses in a human services field. Experience as a receptionist, basic sales associate/retail clerk, or any position at that level does not meet this qualification.
• Experience dealing with individuals who are in stressful situations from varying cultural/socioeconomic backgrounds and de-escalating emotionally charged situations. Typically gained by least six months of experience in a business setting where I handled upset or angry customers.
• Experience applying written policies and criteria and determining qualifications for services or benefits. Typically gained by at least six months of experience OR completion of some college courses in a human services field. Types of qualifying experience could include a background in finance, lending, law, or business. This background may also have been obtained through upper division college-level courses in a human services field. General data entry or reception work does not qualify.
• Experience managing a workload with conflicting priorities. Typically gained by at least six months of experience managing a workload with conflicting priorities.
• Experience entering and retrieving data using a computerized records system. Typically gained by at least six months of experience entering and retrieving data using a computerized record system.

If you have questions, please contact us at:

Email is the quickest way to get an answer to your questions.

(answered Monday through Friday during business hours MST)

EMAIL: [e-mail]
PHONE: [phone]

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact [phone] (TTY/TTD: 711), or email [e-mail].

Preference may be given to veterans who qualify under state and federal laws and regulations.