Eligibility Operations Worker - Grand Island/Hastings

State of Nebraska•Grand Island, NE

2d•Hybrid

About The Position

The Nebraska Department of Health and Human Services (DHHS) is looking for individuals who are customer-focused, adaptable, and interested in helping Nebraskans access services and supports through the Office of Economic Assistance (OEA). As an Eligibility Operations Worker you will serve as an initial point of contact for individuals and families seeking assistance through DHHS. This is the entry-level classification within the OEA Eligibility Operations Worker career series and provides the training and experience needed to build a career in eligibility services. In this role, you will work directly with customers to answer questions, gather and review information, complete applications, explain available programs and services, and determine when additional assistance is needed. You will learn to navigate DHHS systems, policies, and processes while providing timely and accurate service to customers. DHHS provides structured classroom and on-the-job training to prepare you for the work. As you complete training, you will begin applying program policy and determining eligibility for assigned OEA programs with increasing independence.

Requirements

24 semester hours of post high school education in behavioral sciences, public/business administration, social sciences, education or closely related field OR experience in customer service, determining eligibility for public assistance, examining/processing financial loan applications, medical or unemployment insurance or rehabilitation claims, unemployment services, OR a combination of education and experience in any of the above areas.

Nice To Haves

Experience using computers and technology to complete daily work, including navigating multiple systems or applications, entering and reviewing information accurately, and learning new technology or software.
Experience in the field of human services, or 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.
Communicate effectively with customers, learn and apply detailed policies, manage multiple priorities, and make accurate decisions.
Be comfortable working with technology, handling confidential information, asking detailed questions, and assisting customers who may be navigating difficult circumstances.