FAMILY SERVICES SPECIALIST II-EPT (JOB ID: 40976)

Location: US:NH:CONCORD Occupation Category: 21-0000 Community and Social Service Occupations Employment Type: FULL-TIME Post Date: 06/27/2024 Close Date: 08/01/2024 Salary: 22.500-30.020 USD

State of New Hampshire Job Posting

Department of Health and Human Services

Bureau of Family Assistance

Concord, NH

FAMILY SERVICES SPECIALIST II

Error Prevention Team

#12772

$22.50-$30.02 Hourly

**Salary effective July 12, 2024

YOUR EXPERIENCE COUNTS - Under a recent change to the rules, anapplicant's relevant experience now counts towards formal educationdegrees referenced in the posting See Per 405.1.

18 Months of additional relevant experience = Associate's degree

36 Months of additional relevant experience = Bachelor's degree

54 Months of additional relevant experience = Master's degree

*See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Health and Human Services, Bureau of Family Assistance has a full time vacancy for Family Services Specialist II.

SUMMARY:

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Conducts thorough analysis and detailed case reviews of selected error prone target groups for all programs of assistance for the purpose of reducing error rates and ensuring accurate and timely issuance of benefits. Develop error prevention strategies and initiatives to improve accuracy.

Determines and certifies eligibility for programs of assistance. This position is assigned to the Bureau of Family Assistance and may be assigned to a District Office, and/or other work location as business requires. This position reports to the Bureau Family Assistance Administrator II, Support Services Unit.

RESPONSIBILITIES:

Determines and certifies eligibility for all programs of assistance as assigned timely and accurately. Interviews clients, in person or on the phone, and in a variety of community locations, using interactive interviewing techniques, and/or uses application and client data received via mail or electronically at a District Office, and/or other work location. Initiates collateral contacts to obtain information and verification required to complete determinations of initial and ongoing program eligibility, including processing complex multi-program cases, and complex case activities.

Evaluates case information to determine if all data is available to make an accurate determination of eligibility across all programs and services of application as assigned. Identifies and gathers additional case data by contacting multiple sources to verify and evaluate information, accessing automated databases and cross-matches, via web-based software applications, and other resources, including: NECSES, EDGE, MMIS, SAVE, BRIDGES and NH EASY. As assigned, reviews and verifies the 5-year asset history to identify improper asset transfers and determines penalty period when appropriate. Reviews monthly reports to identify client financial accounts and income not previously reported.

Evaluates Statewide error findings for the purpose of identifying error trends and developing error reduction methodology. Make recommendations and assists management in training staff in policy, procedures, technical systems, and/or interviewing skills that have a direct impact on the issuance of accurate and timely benefits.

Communicates professionally and effectively with a diverse client population, in person, on the phone, or online to assess whole-person needs, provide eligibility services, answer questions, provide program and service information, explain program criteria, and complete referrals. Includes communications with financial institutions and follow-up contacts with clients to clarify or request additional financial inform tion. Includes testifying at Administrative Appeal Hearings and court proceedings.

Applies complex and changing federal and state policy to ensure consistent, accurate, and timely processing of eligibility determinations.

Documents case files and updates automated eligibility system to ensure timeliness and accuracy of eligibility and referral information. Determines if fraud or over issuance of benefits is present and makes referrals for investigation to the Office of Special Investigations.

Participates in agency projects and initiatives to ensure whole-person and client-centered service. Makes assessments, consults with, and provides input and suggestions for operational improvements to management.

Maintains current working knowledge of: specialized interviewing and communication techniques; social, economic and health conditions contributing to client barriers and/or impacting their ability to move toward self-sufficiency; local economy, social service network, and community resources; New HEIGHTS and automated systems used in the eligibility process; and all programs of assistance and associated policy to provide effective client service and meet all agency standards.

MINIMUM QUALIFICATIONS:

Education: Bachelors degree or four years of education at a recognized college or university. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Three years of experience in: client or customer service-related work; explaining rules or regulations; interviewing; claims examination or similar audit and verification activities; direct social service delivery; implementing technical instructions; related work in fields such as banking, accounting, finance, auditing, insurance, customer service, marketing, or social services; or other related work. Work in positions such as Family Services Specialist I, Social Worker, Case Manager, Counselor, Case Technician, or Fiscal Services Specialist will be considered as related experience. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: Must possess a valid drivers license and/or have access to transportation for statewide travel.

SPECIAL REQUIREMENTS:

In keeping with the goal of the Department of Health and Human Services to utilize a whole person client service model, all Family Services Specialists (FSS) will be required to develop and maintain knowledge and understanding of the full range of all DHHS programs of assistance. The successful candidate must also possess: strong verbal and written communication skills; the ability to work effectively with a wide range of clients and community stakeholders; and proficiency in computer skills, including keyboarding, Microsoft Word or similar word processing software, Internet, and e-mail systems.

For appointment consideration, FSS II applicants:

1. Must satisfactorily complete or be enrolled in a supervisory training program offered by an approved entity within the first 12 months of employment.

2. Must be able to travel to District Offices and/or other work locations up to 50 miles away from assigned work location for temporary assignment or reassignment and/or to attend mandatory job training.

3. Must be able to work overtime when needed.

For promotion from FSS I to FSS II, employees:

1. Must have successfully completed the Family Services Specialist New Hire Training and all supplemental curricula.