at Idaho Division of Human Resources in Idaho Falls, Idaho, United States Job 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

. Join our team as a Self-Reliance Specialist! The Division of Health and Welfare is seeking a driven, customer service-oriented professional to join our Idaho Falls Processing Center. In this full-time role (Monday- Friday, 8:00AM - 5:00PM, with paid holidays off), you will be conducting fact-finding in-person interviews and assisting customers over the phone to determine eligibility for state benefits. We follow specific state and federal guidelines to complete the work. Do you have experience in gathering detailed information, exceptional active listening and problem-solving skills? To be successful, you must be agile enough to pivot between these duties while maintaining focused work standards for accuracy and productivity. Must have strong basic computer literacy and be able to navigate across multiple complex systems simultaneously. The capability to find and follow multi- step workflows. Comfort in performing routine calculations, simple averaging and able to have basic numerical conversions. 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. Direct customer service may be conducted face-to-face or on the telephone. These are not social worker positions and do not include long-term case management. 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:

+ We have one of the Nation's best state retirement systems (https://www.persi.idaho.gov/members-1/) ( PERSI ) that offers a lifetime benefit at retirement. + 11 paid holidays

+ Paid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time)

+ Paid parental leave (https://dhr.idaho.gov/information-for-state-employees/)

+ Medical, vision, and dental insurance benefits that become effective first of the month following your hire date. All contributions can be pre-tax (full-time/30+ hours per week) + 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

+ Additional perks and discounts (https://www.regence.com/producer/tools-for-members/advantages-discounts) available through medical provider

+ Public Service Loan Forgiveness ( PSLF ) Eligibility (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service)

+ Employee assistance program Additional information related to benefits and/or State programs can be found here: https://dhr.idaho.gov/StateEmployees/Benefits.html.

•

EXAMPLE OF DUTIES

: Service Delivery/Eligibility Decisions

+ 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.

+ Based on customer needs pivot fluidly between phone queues, in-person interviews and task work. Interpersonal

+ Requires personal interaction (face-to-face and/or via telephone, mail, or email) with customers and related agencies/individuals when intimate household circumstances are being addressed.

+ Requires communication skills such as effective listening, asking open ended questions, empathy and at times de-escalation.

+ Demonstrate active listening and critical thinking to conduct thorough fact-finding, gather detailed information from the customer.

+ Utilizes strategic problem-solving skills to address unique customer scenarios while maintaining a supportive, professional relationship with families. Policy/Technical

+ Gather, verify, interpret, and act on personal information from various sources to case actions.

+ Learn, adapt, and maintain management systems to support workload activities and meet federally mandated outcome/reporting requirements.

+ Demonstrate strong basic computer literacy and ability to navigate across multiple complex systems simultaneously.

+ Interpret process guidelines and strictly follow structured, multi-step workflows to ensure total program compliance.

+ Comfortably perform mathematical calculations, simple averaging of variable income and completing basic numerical conversions.

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 experience OR completion 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. Learn About a Career with DHW (https://healthandwelfare.idaho.gov/about-dhw/dhw-careers)

•

PLEASE NOTE

: application assistance is not available after the business hours listed below, on the To view full details and how to apply, please login or create a Job Seeker account