SSA Case Assistance Navigator - Call Center & Field Services

North Texas Food Bank•Dallas, TX

9h•$23 - $24

About The Position

The SSA Case Assistance Navigator supports low-income individuals in navigating and applying for Supplemental Food Assistance Program (SNAP) benefits. The position assists neighbors by phone in a call center and onsite at agency partners, helping them understand eligibility criteria and guiding them through the application process. The role also conducts community outreach, maintains accurate records, supports program reporting and compliance, and collaborates with North Texas Food Bank staff and community partners. The employee may serve as a backup driver for the SNAP Mobile vehicle and, when assigned driving duties, must follow applicable transportation and safety requirements.

Requirements

Two years of experience in customer service, social services, or sales roles; call center experience is preferred.
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, including active listening, problem-solving, and empathy.
Ability to engage confidently with diverse individuals and groups to promote services and educate neighbors.
Strong organization and planning skills, attention to detail, and ability to manage multiple projects and meet deadlines in a fast-paced environment.
Ability to work independently and collaboratively within a team.
Adaptability to changes in call volume, scheduling, or workflow, with time management skills to meet targets.
Sound judgment and discretion when handling confidential information.
Proficiency with MS Office Suite, Adobe, virtual meeting platforms, and multiple software systems, with ability to learn new applications quickly.
Minimum typing speed of 60 WPM.
Ability to obtain and maintain a DOT Medical Examiner’s Certificate and meet applicable physical and safety requirements under FMCSA guidelines when performing assigned SNAP Mobile driving duties.
Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
Reliable transportation, a valid driver’s license, and insurance for travel within the 12-county service area.
Ability to adapt effectively to workplace stressors, including customer complaints and compliance issues, maintain confidentiality, and manage competing priorities.
Ability to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear.
Required vision abilities include close, distance, color, peripheral, and depth perception, and the ability to adjust focus.
Occasionally lift and/or move up to 20 pounds.

Nice To Haves

Associate’s degree.
Experience in a call center environment.
Familiarity with client relationship management (CRM) software.
Bilingual or multilingual proficiency, such as Spanish, Vietnamese, Pashto, or another language relevant to the communities served.

Responsibilities

Guide neighbors through the SNAP benefits application process, including eligibility requirements, required documents, and timelines.
Help neighbors complete and submit accurate, process-ready applications; explain available benefits and encourage timely enrollment.
Conduct field-based engagement, develop partnerships, and implement tailored outreach campaigns to improve access to services and community well-being.
Provide customer service by answering neighbor questions and resolving issues efficiently.
Troubleshoot technical problems with online benefits applications and guide neighbors through solutions.
Document neighbor interactions, log calls, track application status, and maintain neighbor files to support reporting, program monitoring, and grant compliance.
Collaborate with NTFB staff, community partners, and internal and external stakeholders to increase participation in SNAP and other Texas benefits programs.
Conduct follow-up outreach as needed to help ensure applications are completed and submitted.
Meet individual and team goals based on NTFB’s strategic plan.
Follow HIPAA policies and procedures to protect sensitive health information, including proper handling, storage, and transmission of neighbor data.
Research local social services programs and organizations to learn about additional resources available to neighbors.
May serve as a backup driver for the SNAP Mobile company vehicle to transport food products, equipment, and staff members.
When operating the SNAP Mobile vehicle, comply with 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.