Eligibility Operations Worker - Imperial

State of Nebraska•Ogallala, NE

About The Position

The Nebraska Department of Health and Human Services (DHHS), Office of Economic Assistance (OEA), is seeking a customer-focused and adaptable Eligibility Operations Worker to help Nebraskans access services and supports. This is an entry-level classification in the OEA Eligibility Operations Worker career series, providing training and experience for a career in eligibility services. The worker is an initial point of contact for individuals and families seeking assistance. The role includes answering questions, gathering and reviewing information, completing applications, explaining programs and services, and identifying when customers need additional assistance. The employee will learn DHHS systems, policies, and processes while providing timely and accurate service. Structured classroom and on-the-job training are provided. As training progresses, the employee applies program policy and determines eligibility for assigned OEA programs with increasing independence. Successful candidates communicate effectively, learn and apply detailed policies, manage multiple priorities, and make accurate decisions. They should be comfortable using technology, handling confidential information, asking detailed questions, and assisting 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 with technology, confidential information, and asking detailed questions.

Nice To Haves

Experience using computers and technology for 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 in a timely and accurate manner.
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 in a fast-paced environment.