Human Services Representative

Hennepin County • Hennepin County, MN

1d • Hybrid

About The Position

Hennepin County Human Services Public Health is hiring multiple Human Services Representatives in its Economic Supports area. These positions connect residents with public assistance programs, including health care, SNAP, and cash programs. Successful candidates will need strong customer service and communication skills, the ability to learn complex programs and use multiple computer systems, and the ability to adapt to changing priorities, policies, procedures, and workload demands while handling frequent and sometimes demanding client interactions.

The positions are based on-site at Hennepin County Human Service Center locations, with routine work hours established by the supervisor. On-site shifts typically fall between 8 a.m. and 5 p.m. Although designated hybrid, current requirements say hires must reside in or relocate to Minnesota or Wisconsin. New Employee Orientation for benefit-earning employees is in person in downtown Minneapolis.

These are full-time, benefit-earning positions, internally classified as Human Services Representative. New employees must successfully complete a skills assessment covering general math, critical thinking, computer usage, and a writing sample. Final candidates may be required to complete a criminal background check. The role may involve access to systems or documentation containing HIPAA data.

Requirements

• Meet one of the following qualifications: two or more years of customer/client service experience; completion of a Public Welfare Financial Worker A.A.S. degree from an approved school; one year of the required experience and completion of the Human Services Pathway Training Program; or at least 60 semester credits in human services, behavioral sciences, or a related field.
• Have daily access to reliable transportation sufficient to travel to Hennepin County Human Service Center locations.
• Successfully complete a pre-employment skills assessment covering general math, critical thinking, computer usage, and a writing sample.

Nice To Haves

• Experience using computers to input, retrieve, and modify information, including entering data from paper or electronic documents and forms.
• Experience performing work requiring accuracy and attention to detail.
• Experience organizing and prioritizing multiple tasks or competing demands while maintaining productivity and meeting deadlines.
• Experience assisting customers and team members with tact and discretion.
• Experience providing direct service to diverse clients, including people with limited income, older adults, people with disabilities, or other populations in need.
• Experience serving customers who may be upset, frustrated, or experiencing challenging situations.
• Experience providing person-centered customer service using empathy and trauma-informed skills.
• Experience reading, learning, and applying detailed written information, instructions, policies, or procedures.
• Experience with Microsoft Office and other computer systems and programs.
• Experience with statewide eligibility systems such as MAXIS, MMIS, METS, IES WI Systems Gateway, MI Bridges, or similar systems.
• Ability to use critical thinking and creative problem solving.
• Ability to act professionally and handle sensitive or difficult issues tactfully.
• Ability to recognize and respect cultural differences and provide culturally appropriate services.
• Ability to quickly learn complex program guidelines and adapt to changing policies and procedures.
• Ability to work as part of a team to provide timely services to residents.
• Knowledge of community resources and/or Minnesota healthcare programs.
• Fluency in a language in addition to English; bilingual candidates who pass a language assessment may qualify for additional bilingual pay and duties.

Responsibilities

• Communicate complex program requirements, expectations, and timeframes to residents in person, by phone, and in writing, and refer residents to additional community resources.
• Explain the enrollment process for healthcare, cash, and food support programs to residents in person, by phone, and in writing.
• Use county and state computer systems to access client and case data; enter data; process, approve, and issue benefits; and access program policies, manuals, and guides.
• Serve as a central point of communication through multiple channels for partner agencies, including Childcare Assistance and Employment Services.
• Communicate program information to external providers such as landlords, clinics, and hospitals.
• Assist county staff within and outside the team to ensure excellent customer service.

Benefits

• Benefit-earning positions
• Competitive benefits
• Competitive pay
• Work-life balance
• Opportunities to grow
• Potential $500 employee referral bonus for eligible Hennepin County employees who refer a candidate hired into an open competitive position
• Potential additional bilingual pay for bilingual candidates who pass a language assessment

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed