SSA Case Assistance Navigator - Call Center & Field Services

North Texas Food Bank•Plano, TX

1d•Hybrid

About The Position

The SSA Case Assistance Navigator provides support to low-income individuals in navigating and applying for the Supplemental Food Assistance Program (SNAP) benefits. This role assists neighbors in a call center and onsite at agency partners, ensuring they understand eligibility criteria and guiding them through the benefits application process.

Requirements

Associate’s degree preferred; or an equivalent combination of education and/or relevant work experience
Ability to obtain Case Assistance Navigator certification and pass a background check through the Texas Health and Human Services Commission (HHSC)
Strong written, verbal, interpersonal, and customer service skills, with a focus on active listening, problem-solving, and empathy
Confident in engaging with diverse individuals and groups to promote services and educate neighbors
Highly organized with strong planning skills; able to manage multiple projects, maintain attention to detail, and meet deadlines in a fast-paced environment
Comfortable working independently and collaboratively within a team
Adaptable to changes in call volume, scheduling, or workflow, with strong time management to meet targets
Exercises sound judgment and discretion while handling confidential information
Proficient with MS Office Suite, Adobe, virtual meeting platforms, and navigating multiple software systems; able to quickly learn new applications
Minimum typing speed of 60 WPM
Two years of experience in customer service, social services, or sales roles, preferably in a call center environment
Ability to obtain and maintain a DOT Medical Examiner’s Certificate and meet applicable physical and safety requirements, in accordance with FMCSA guidelines, when performing assigned SNAP Mobile driving duties
Reliable transportation and a valid DL and insurance are required for travel within our 12-county service area

Nice To Haves

Familiarity with client relationship management (CRM) software is a plus
Bilingual or multilingual proficiency preferred (e.g., Spanish, Vietnamese, Pashto, or other languages relevant to the communities served)

Responsibilities

Guide neighbors through the SNAP benefits application process, explaining eligibility requirements, required documents, and timelines
Assist neighbors with completing and submitting accurate, process-ready applications, while educating them on available benefits and encouraging timely enrollment
Conduct field-based engagement, develop partnerships, and implement tailored outreach campaigns to improve access to services and community well-being.
Maintain a high level of customer service, addressing neighbor questions and resolving issues efficiently
Troubleshoot technical issues related to online benefits applications and guide neighbors through solutions
Accurately document neighbor interactions, log calls, track application status and maintain neighbor files to support reporting, program monitoring, and compliance with grant requirements
Work collaboratively with North Texas Food Bank (NTFB) staff, community partners, and internal and external stakeholders to increase participation in SNAP and other Texas benefits programs
Conduct follow-up outreach with neighbors as needed to ensure applications are completed and submitted
Meet individual and team goals based on NTFB’s strategic plan
Follow Health Insurance Portability and Accountability Act (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
May serve as backup driver for SNAP Mobile company vehicle to transport food products, equipment and staff members
When operating the SNAP Mobile vehicle, comply with all applicable DOT, FMCSA, and safety regulations
When assigned SNAP Mobile driving duties, complete Driver Vehicle Inspection Reports (DVIRs), and related documentation in accordance with DOT, FMCSA, OSHA, and company safety regulations
Perform other tasks and duties as assigned