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

Commonwealth of Massachusetts • Holyoke, MA

2h • Onsite

About The Position

The Massachusetts Department of Transitional Assistance (DTA) is hiring SNAP Case Workers to help individuals and families access food assistance benefits and other resources that support stability and economic self-sufficiency. The role serves residents across the Western Region, with office assignments based on agency staffing needs. Offices are located in Holyoke, Greenfield, Pittsfield, and Springfield.

Case Workers determine initial and ongoing eligibility for SNAP and other applicable assistance programs, conduct client interviews, review and verify information, maintain records, and process case actions in accordance with policies and procedures. They explain program requirements and determinations, resolve discrepancies, connect clients with additional resources, and provide compassionate customer service in a high-volume, fast-paced environment. DTA provides training and ongoing support; prior SNAP casework experience is not required.

The position requires at least two years of full-time or equivalent part-time professional or paraprofessional experience in specified social-service, counseling, claims, employment, advocacy, or related fields. A bachelor's or higher degree may substitute for the required experience under the stated education-to-experience formula. Depending on assignment, travel may be required. Employees who use a motor vehicle for travel must hold a current, valid Massachusetts Class D license or an equivalent license from another state.

This is a continuous posting. Applicants remain active for 90 days and may be considered as openings arise, subject to availability and agency staffing needs. A criminal background check will be conducted on the recommended candidate, and education, licensure, and certifications will be verified. The role is subject to applicable bargaining-unit salary provisions; salary placement depends on directly related experience, education, and the Commonwealth's compensation guidelines.

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; one year of education equals 30 semester hours, and partially completed degree requirements are prorated.
• Knowledge of proper English grammar, spelling, punctuation, and sentence structure, and ability to prepare clear, accurate written communications.
• Knowledge of basic mathematical principles and calculations.
• Knowledge of interviewing techniques for gathering and evaluating information.
• Knowledge of community resources, referral services, and social service programs available to assist individuals and families.
• Depending on assignment, travel may be required; employees who choose to use a motor vehicle for travel must have a current, valid Massachusetts Class D driver's license or an equivalent license from another state.

Nice To Haves

• Strong customer service and interpersonal skills, including professional communication with people from diverse backgrounds.
• Excellent organizational and time-management skills, including prioritizing assignments and managing multiple responsibilities.
• Proficiency with computer applications, data entry, and electronic recordkeeping systems.
• Ability to interview clients, 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, accurate recordkeeping, and discretion in handling confidential information.
• Problem-solving skills, sound judgment, and the ability to evaluate information and identify appropriate solutions.
• Ability to work independently and collaboratively in a fast-paced, service-oriented environment.
• Empathy, interpersonal awareness, and professionalism when assisting people facing financial hardship or challenging circumstances.
• Ability to remain composed, adaptable, and productive when handling competing priorities and stressful situations.
• Experience in customer service, human services, case management, administrative support, or other roles involving direct public interaction.
• Bilingual or multilingual proficiency.

Responsibilities

• Assist individuals and families in determining initial and ongoing eligibility for SNAP and other applicable assistance programs.
• Complete assigned case actions through an action-based, first-available-worker process accurately and promptly.
• Conduct client interviews by telephone and other approved methods to gather, review, and verify information using agency eligibility systems.
• Maintain accurate client records and process case updates in compliance with policies and procedures.
• Clearly and professionally explain eligibility decisions, program requirements, and available benefits.
• Connect clients with other assistance programs, community organizations, healthcare providers, and resources that support stability.
• Review and evaluate client information, resolve discrepancies, and make 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 a suite of employee benefits that supports employees, their loved ones, and their future; specific benefits are referenced through the Employee Benefits and Rewards information.

What This Job Offers

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