Supplemental Nutrition Assistance Program (SNAP) Case Worker - Eastern Region - Continuous Posting

Commonwealth of Massachusetts • Boston, MA

1d • Onsite

About The Position

The Massachusetts Department of Transitional Assistance (DTA) is seeking motivated, compassionate, and detail-oriented SNAP Case Workers to help Massachusetts residents access food assistance benefits and resources that promote stability and economic self-sufficiency. The role may suit candidates with experience in customer service, human services, or administrative support; previous SNAP casework experience is not required, as DTA provides comprehensive training, guidance, and support in eligibility determination, case management, and connecting clients with community resources.

The position supports individuals and families by determining initial and ongoing eligibility for SNAP and other applicable assistance programs, processing case actions, interviewing clients, reviewing and verifying information, maintaining records, and explaining program decisions and requirements. Case Workers also connect clients with community and other assistance resources while providing respectful, responsive service in a high-volume environment. Positions are in the Eastern Region; office assignments depend on agency staffing needs. Listed office locations are Quincy, Jackson, and Nubian.

The minimum entrance requirement is two years of full-time or equivalent part-time professional or paraprofessional experience in specified fields, including social work or casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling. A bachelor's or higher degree may substitute for experience at a rate of two years of education for one year of experience. Based on assignment, travel may be required; employees who choose to use a motor vehicle for travel must hold a current and valid Massachusetts Class D license or equivalent from another state. Criminal background checks and verification of education, licensure, and certifications are part of the pre-offer process.

Requirements

• At least two years of full-time, or equivalent part-time, professional or paraprofessional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling.
• A bachelor's or higher degree may substitute for the required experience at a rate of two years of education for one year of experience; education toward a degree is prorated according to the proportion of requirements completed, with 30 semester hours equaling one year of education.
• Knowledge of proper English grammar, spelling, punctuation, and sentence structure, including the ability to prepare clear and accurate written communications.
• Knowledge of basic mathematical principles and calculations.
• Knowledge of interviewing techniques used to gather and evaluate information.
• Knowledge of community resources, referral services, and social service programs available to assist individuals and families.
• Based on assignment, travel may be required. Employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Class D Motor Vehicle Operator's license or equivalent from another state.

Nice To Haves

• Strong customer service and interpersonal skills, with the ability to communicate effectively and professionally with individuals from diverse backgrounds.
• Excellent organizational and time-management skills, including the ability to prioritize assignments and manage multiple responsibilities.
• Proficiency with computer-based applications, data entry, and electronic recordkeeping systems.
• Ability to conduct client interviews, gather relevant information, review documentation, and make accurate, informed determinations.
• Ability to interpret, apply, and clearly explain laws, regulations, policies, and procedures.
• Strong written and verbal communication skills, including the ability to maintain accurate records and handle confidential information with discretion.
• Demonstrated problem-solving skills and the ability to evaluate information, identify appropriate solutions, and exercise sound judgment.
• Ability to work independently and collaboratively as part of a team in a fast-paced, service-oriented environment.
• Strong interpersonal awareness, empathy, and professionalism when assisting individuals experiencing financial hardship or challenging personal circumstances.
• Ability to remain composed, adaptable, and productive when managing competing priorities and stressful situations.
• Experience in customer service, human services, case management, administrative support, or other positions involving direct interaction with the public.
• Bilingual or multilingual proficiency is highly desirable.

Responsibilities

• Assist individuals and families with determining initial and ongoing eligibility for SNAP benefits and other applicable assistance programs.
• Complete case actions through an action-based, first-available-worker process, ensuring assigned tasks are completed timely, accurately, and thoroughly.
• Conduct client interviews by telephone and other approved communication methods to gather, review, and verify information using agency eligibility systems.
• Maintain accurate client records, process case updates, and comply with established policies and procedures.
• Explain eligibility determinations, program requirements, and available benefits clearly and professionally.
• Connect clients with additional assistance programs, community organizations, healthcare providers, and other resources that support individual and family stability.
• Review and evaluate client information, resolve discrepancies, and make informed decisions consistent with applicable laws, regulations, and agency guidelines.
• Provide responsive, compassionate customer service while managing multiple priorities in a high-volume environment.

Benefits

• The Commonwealth offers an employee benefits package intended to support employees, their loved ones, and their future; specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed