SSA Case Assistance Navigator - Field

PRIMARY PURPOSE: The SSA Case Assistance Navigator (Field Services) provides support to lowincome individuals in navigating and applying for benefits such as SNAP and Medicaid. This role assists clients inperson 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:

Associates 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 problemsolving 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 highdemand fastpaced environment

Ability to work independently and collaboratively as part of a team

Capable of exercising sound judgment and discretion while handling confidential information

Adaptable to changes in scheduling or workflow and 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

Experience working with underserved lowincome communities with diverse populations

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Provide inperson 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 processready 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

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 followup actions to ensure grant and program requirements are met

Utilize CRM systems phone systems and tracking tools to log inquiries 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 followup 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 on 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 maintain 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 nonhazardous weather conditions rain or shine yearround.

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 12county 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.