Program Assistant I

NTI•Boston, MA

1d•Remote

About The Position

The Program Assistant I is an individual contributor in the Finance Department who primarily supports Ticket-to-Work (TTW) administration and quality assurance activities for Employer Network programs, currently including NTI@Home. The role also provides customer service and support to beneficiaries participating in these programs, ensuring interactions with candidates, employees, and clients are professional, friendly, and efficient. The position supports administrative, operational, reporting, and quality assurance processes while helping ensure program requirements and departmental procedures are met. This is a core full-time position with 40 hours per week and a flexible schedule. Availability is required during core business hours. The position is virtual, non-exempt, and reports to the Program Supervisor.

Requirements

Successfully pass a federal background check.
High school diploma or GED equivalent.
Knowledge of and experience with the Social Security Administration's Ticket-to-Work program, including Employer Network operations, program administration, and related processes.
Strong customer service skills and the ability to interact professionally and effectively with diverse individuals.
Strong organizational and analytical skills, with exceptional attention to detail.
Excellent verbal and written communication skills, including the ability to read, write, speak, and hear English.

Nice To Haves

College degree or other postsecondary education.
Previous experience using Microsoft Office applications, particularly Word, Excel, and Outlook.
Previous experience working with NTI or another Employment Network participating in the Social Security Administration's Ticket-to-Work program.
Demonstrated sensitivity, understanding, and professionalism when working with individuals with disabilities.

Responsibilities

Manage and support Ticket-to-Work program activities, including responding to emails, conducting audits, and training staff on departmental processes and procedures.
Prepare, facilitate, and support weekly, biweekly, and/or monthly reporting and analysis as assigned.
Receive inbound calls and make outbound calls to Ticket-to-Work beneficiaries, providing responsive, professional, high-quality customer service.
Monitor and respond to messages in the Ticket Operations Department's general email inboxes.
Perform outreach and administrative activities related to Ticket-to-Work claims, claim payments, and payment requests for Employer Network programs.
Create and submit timely payment requests.
Conduct weekly beneficiary outreach and maintain claims and weekly contact tracking spreadsheets.
Assist with maintaining and updating Ticket-to-Work information in the Taleo system.
Assist with required phone and email campaigns to meet program requirements and notify beneficiaries of eligible work support payments.
Prepare and send monthly ACM emails to candidates, track responses in Taleo, and complete monthly outreach requirements on time.
Monitor submissions received through Ticket-to-Work candidate intake forms.
Schedule Individual Work Plan (IWP) meetings, maintain the IWP meeting tracking spreadsheet, and conduct IWP meetings as required.
Track IWP meeting progress and related activities in Taleo and departmental spreadsheets.
Communicate Ticket-to-Work assignment status updates to the Training Department.
Schedule and update candidate interviews in Taleo.
Maintain wage reporting spreadsheets and monitor reported wages to identify eligibility for claim submission.
Assign and unassign Ticket-to-Work candidates as appropriate and in accordance with program requirements.
Perform additional administrative and operational duties as assigned by the Program Supervisor or Director of Finance.