SNAP Assistance Specialist

Food Bank for the Heartland • Omaha, NE

5d • Remote

About The Position

In Short: The SNAP Assistance Specialist plays a vital role in carrying out our mission of eliminating hunger in the Heartland by assisting neighbors seeking information and guidance about the Supplemental Nutrition Assistance Program (SNAP), helping them understand basic eligibility criteria, completing the initial application process, and answering neighbor questions regarding status. The Specialist will provide exceptional customer service via phone and email ensuring that neighbors receive accurate and timely assistance to address their food needs.

Requirements

• Commitment to the FBFH mission and values.
• Ability to engage with diverse populations and community groups, with cultural sensitivity and respect for all individuals.
• Knowledge of SNAP eligibility requirements, application processes, and benefits is a plus (training will be provided).
• Computer and technology skills around Microsoft Office, data management systems, and general technology.
• Effective interpersonal and communication skills to be able to work effectively with internal and external stakeholders.
• Ability to maintain patience and professionalism in challenging or sensitive situations.
• Self-motivated and able to work independently, as well as part of a collaborative team.
• Ability to consistently commit to trustworthiness, dependability, and reliability.
• Ability to establish credibility, trust, and partnership at all levels in the organization.
• Ability to attend mandatory quarterly in-person meetings.
• Minimum of one (1) year experience in customer service preferred.
• High school diploma or GED required.

Nice To Haves

• Knowledge of SNAP policies and procedures is a plus but not required (training will be provided).
• Bilingual in Spanish and English is a plus.
• Lived experience with the impacts of systemic racism or marginalization is a plus.

Responsibilities

• Customer Service and Support: A vital part of this position include providing clear, accurate, and empathetic responses to neighbor inquiries related to the Supplemental Nutrition Assistance Program (SNAP).
• Answer inbound calls promptly, always maintaining professionalism and compassion.
• Guide applicants through the SNAP application process, ensuring that all required information is gathered correctly and that individuals understand the necessary documentation and next steps to complete their applications.
• Issue Resolution and Documentation: Addressing and resolving neighbor complaints, concerns, and issues, ensuring that any complex cases are escalated to the appropriate staff for further assistance.
• All interactions must be accurately documented in the case management system (Oasis Insight Services) to maintain proper tracking and follow-up. This ensures continuity in service and effective case resolution.
• Confidentiality and Compliance: Maintaining confidentiality and safeguarding client information is critical. You will ensure that all interactions and information are handled in accordance with state and federal privacy regulations, upholding strict compliance standards.
• Collaboration and Continuous Improvement: You will work closely with team members and supervisors to identify opportunities for process improvements. Sharing insights and suggesting solutions will help enhance overall efficiency and effectiveness in service delivery.
• Other duties entrusted within your scope of practice.

Benefits

• We offer medical, retirement, supplemental, and leave benefits.
• We have resources such as our Employee Assistance Program to support your mental health.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED