Eligibility Operations Worker - Lincoln

State of Nebraska•Lincoln, NE

2d•Onsite

About The Position

The Nebraska Department of Health and Human Services (DHHS) is seeking customer-focused and adaptable individuals to help Nebraskans access services and supports through the Office of Economic Assistance (OEA). This is the entry-level classification in the OEA Eligibility Operations Worker career series, providing structured classroom and on-the-job training and experience for a career in eligibility services. The worker serves as an initial point of contact for individuals and families seeking assistance. The role involves answering questions, gathering and reviewing information, completing applications, explaining programs and services, and identifying when additional assistance is needed. Workers learn to navigate DHHS systems, policies, and processes, and provide timely and accurate service. After training, they apply program policy and determine eligibility for assigned OEA programs with increasing independence. The successful candidate communicates effectively, learns and applies detailed policies, manages multiple priorities, makes accurate decisions, works comfortably with technology, handles confidential information, asks detailed questions, and assists customers who may be navigating difficult circumstances.

Requirements

At least 24 semester hours of post-high-school education in behavioral sciences, public or business administration, social sciences, education, or a closely related field; OR experience in customer service, determining eligibility for public assistance, examining or processing financial loan applications, medical or unemployment insurance or rehabilitation claims, or unemployment services; OR a combination of education and experience in these areas.
Ability to communicate effectively with customers, learn and apply detailed policies, manage multiple priorities, and make accurate decisions.
Comfort working with technology and handling confidential information.

Nice To Haves

Experience using computers and technology in daily work, including navigating multiple systems or applications, accurately entering and reviewing information, and learning new technology or software.
Experience in human services, case management, or determining eligibility for financial assistance programs.

Responsibilities

Serve as an initial point of contact for customers contacting OEA by phone or in person.
Answer questions about DHHS programs, services, application processes, and eligibility requirements.
Complete phone applications and gather information needed to evaluate customer needs.
Review applications, referrals, and supporting documentation for completeness and accuracy.
Interview customers to obtain and verify information needed to determine eligibility.
Enter and maintain accurate customer information within DHHS systems.
Explain program benefits, customer rights and responsibilities, and next steps in the eligibility process.
Process reported changes and other case information timely and accurately.
Maintain clear documentation of customer contacts and case activity.
Participate in required training and demonstrate the ability to apply program policy and procedures.
Provide professional and respectful customer service while working in a fast-paced environment.