FAMILY SERVICES ASSOCIATE

State of New Hampshire Job Posting

Bureau of Family Assistance

Claremont District Office

Family Services Associate

#30315

$15.62-$20.39 Hourly

*See total compensation information at the bottom of announcement.

The State of New Hampshire, Bureau of Family Assistance has a full time vacancy for Family Services Associate

SUMMARY :

Provides direct client service by performing interviews to gather client information required to determine eligibility, determining potential eligibility, accessing the electronic benefit transfer (EBT) system, and disseminating program and service information to clients of the Bureau of Family Assistance (BFA). This position is assigned to BFA, Field Operations, in a District Office (DO), and reports to the DO Supervisor.

YOUR EXPERIENCE COUNTS – Under a recent change to the rules, an applicants relevant experience now counts towards formal education degrees referenced in the posting! See Per 405.1.

18 Months of additional relevant experience = Associates degree

36 Months of additional relevant experience = Bachelors degree

54 Months of additional relevant experience = Masters degree

MINIMUM QUALIFICATIONS:

Education: High school diploma or high school equivalency. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Two years experience in customer service, explaining rules and regulations, interviewing, claims examination or similar audit and verification activities, direct social service delivery, or implementing technical instructions.

License/Certification: Must possess valid driver’s license and/or have access to transportation for travel to attend training, and/or for temporary assignment or reassignment to other District Office locations within 50 miles of assigned location.

SPECIAL 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.

RESPONSIBILITIES:

Reviews program applications for completion and accuracy and updates inaccurate or missing information in the automated eligibility system, New HEIGHTS. Identifies expedited cases and app l ications that are ineligible due to income, resources, and shelter and utility costs. Schedules expedited clients within timeframes and denies ineligible applications in Client Registration due to income, resources, and household composition.

Performs eligibility determination assistance activities including: answering phones, routing callers, and taking messages retrieving voice mail and returning calls scheduling and rescheduling appointments scheduling interpreters providing program and procedural information to clients scanning and filing of documents mail distribution and handling returned mail faxing documents preparing and reviewing routine correspondence initiating collateral calls, records requests, and requesting verification documentation.

Greets clients at the reception or lobby area interacts with clients to resolve customer service issues and/or checks clients into the queue. Determines reason for the visit assists in expedited service receives verification and change documentation answers basic program, service, and procedural questions or directs to the appropriate division, resource, or staff member.

Interviews applicants and recipients to screen for eligibility and gather verification information and documentation required to determine initial and on-going program eligibility.

Maintains and applies basic federal and state program and policy knowledge in providing information and instructions to clients and determining preliminary eligibility for review. Maintains knowledge of community resources for appropriate referrals to clients.

Accesses the New HEIGHTS system to determine prior history, update case information, provide benefit issuance information and register new clients. Accesses the EDGE Electronic Benefit Transfer System to check card status, pin cards, and issue replacement cards. Maintains the EBT log book and security, and may establish access to the EBT point-of-service machine for new Family Services Associate (FSA) hires and delete users who have left. Coordinates process for returned benefit checks including logging, completing required forms, and returning benefits to state office.

Assists the District Office Supervisors in special projects or assignments such as gathering and compiling office traffic data, mentoring new FSA staff, and reporting facility concerns to the appropriate personnel.

Maintains lobby area and bulletin boards in a neat and orderly fashion, including stocking and maintaining brochures and informational materials. Stocks interview rooms with forms, brochures, and printer paper. Orders and maintains supplies specific to Bureau needs.

DISCLAIMER STATEMENT: The supplemental job description lists typical examples of work and is not intended to include every job duty and responsibility specific to a 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 D’Arcy Svendsen, Supervisor V, DARCY.J.SVENDSEN@DHHS.NH.GOV , 603-542-9544

*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 is based on the employee¿s union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

Value of States share of Employees Retirement: 13.85% of pay

Other Benefits:

o Dental Plan at minimal cost for employees and their families ($500-$1800 value)

o Flexible Spending healthcare and childcare reimbursement accounts

o State defined benefit retirement plan and Deferred Compensation 457(b) plan

o Work/life balance flexible schedules, paid holidays and generous leave plan

o $50,000 state-paid life insurance plus additional low cost group life insurance

o Incentive-based Wellness Program (ability to earn up to $500)

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

EOE

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