SSA Case Assistance Navigator - Call Center

North Texas Food Bank•Dallas, TX

6d•$19 - $22•Hybrid

About The Position

The SSA Case Assistance Navigator (Call Center) provides support to low-income individuals in navigating and applying for state benefits, such as SNAP and Medicaid, within a call center environment. This role involves assisting clients over the phone and through digital platforms, ensuring they understand eligibility criteria, and guiding them through the application process. The position is part of the Community Partner Program and requires certification as a Case Assistance Navigator through HHSC.

Requirements

Associate’s degree preferred; or an equivalent combination of education and/or relevant experience
Proficient with MS Office Suite and virtual meeting platforms, with the ability to learn new software
Working knowledge of client relationship management (CRM) software a plus
Strong written, verbal, interpersonal, communication, and customer service skills, with a focus on active listening, problem-solving, and empathy
Ability to explain complex concepts clearly and concisely
Excellent organizational and planning skills, with the ability to manage multiple projects, maintain attention to detail, and meet deadlines in a high-demand, fast-paced environment
Ability to work independently and collaboratively as part of a team
Capable of exercising sound judgment and discretion while handling confidential information
Skilled at managing multiple systems (CRM, benefits portals, etc.) while engaging with clients on the phone, ensuring accuracy and efficiency in all interactions
Adaptable to changes in call volume, scheduling, or workflow, with strong time management to meet targets
Confidently engage with diverse individuals and groups to promote services and educate neighbors
Multilingual (English/Spanish) preferred such as Vietnamese, Pashto or any other languages)
Minimum 60+ WPM typing speed
Two years of experience in a customer service or social services role in a call center or virtual setting
Experience working with underserved, low-income communities with diverse populations

Nice To Haves

Working knowledge of client relationship management (CRM) software
Multilingual (English/Spanish) preferred such as Vietnamese, Pashto or any other languages)

Responsibilities

Provide phone-based assistance to clients seeking help with state benefits, such as SNAP and Medicaid
Guide clients through the application process, explaining eligibility requirements, required documents, and timelines
Assist with the completion and submission of process ready applications for benefits
Maintain a high level of customer service, addressing client questions and resolving issues efficiently
Troubleshoot technical issues related to online benefits applications and guide clients through solutions via phone or digital communication tools
Accurately document client interactions and application status and ensure all required documentation is collected
Track and report outcomes of client interactions, including completed applications and follow-up actions, to ensure grant and program requirements are met
Utilize call center software, including CRM systems, phone systems, and tracking tools to log calls, document client information, and monitor case status
Educate clients about available benefits and encourage enrollment, emphasizing the importance of completing applications accurately and timely
Work collaboratively with NTFB staff, community partners, and external stakeholders to increase participation in SNAP and other state programs
Conduct follow-up outreach with clients as needed to ensure applications are completed and submitted
Perform data entry, maintain client files, and update databases to support reporting and program monitoring
Ensure all tasks are completed within required timelines and program guidelines, meeting monthly enrollment and performance goals
Meet individual and team goals based on NTFB and Feeding Texas contractual requirements
Follow HIPAA policies and procedures to protect sensitive health information, including proper handling, storage and transmission of neighbor data
Regularly research local social services programs/organizations to continuously learn about additional resources that are available to neighbors being assisted
Perform other task and duties as assigned