Eligibility Operations Worker - Omaha

State of Nebraska•Omaha, NE

2d•Onsite

About The Position

The Nebraska Department of Health and Human Services is seeking a customer-focused, adaptable Eligibility Operations Worker for the Office of Economic Assistance. This is the entry-level classification in the OEA Eligibility Operations Worker career series, offering training and experience to build a career in eligibility services. The worker is an initial point of contact for people and families seeking assistance and helps them understand available programs, complete applications, and provide information needed to assess their needs. The role involves learning DHHS systems, policies, and processes while providing timely, accurate, and respectful customer service. DHHS provides structured classroom and on-the-job training. As training progresses, the worker 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, make accurate decisions, use technology, protect confidential information, and assist customers who may be navigating difficult circumstances.

Requirements

At least 24 semester hours of post-high-school education in behavioral sciences, public/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.

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 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.