*See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Health and Human Services, Bureau of Family Assistance has a full time vacancy for Family Services Specialist Trainee-II.

SUMMARY:

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FAMILY SERVICES SPECIALIST TRAINEE

Provide professional, whole-person needs assessment, information, and referral services. Determines, certifies, and recommends for supervisory approval, eligibility for programs of assistance. To act as a liaison between clients and partner agencies, and to assist recipients in progress toward self-sufficiency. This position is assigned to the Bureau of Family Assistance and may be assigned to a District Office, client service center, and/or other work location as business requires.

FAMILY SERVICES SPECIALIST I

Provide professional, whole-person needs assessment, information, and referral services. Determines and certifies eligibility for programs of assistance. To act as a liaison between clients and partner agencies, and to assist recipients in progress toward self-sufficiency. This position is assigned to the Bureau of Family Assistance and may be assigned to a District Office, client service center, and/or other work location as business requires.

FAMILY SERVICES SPECIALIST II

Provide professional, whole-person needs assessment, information, and referral services. Determines and certifies eligibility for programs of assistance. To act as a liaison between clients and partner agencies, and to assist recipients in progress toward self-sufficiency. Provide partial supervisory duties in training and workload management. This position is assigned to the Bureau of Family Assistance and may be assigned to a District Office, client service center, and/or other work location as business requires.

RESPONSIBILITIES:

FAMILY SERVICES SPECIALIST TRAINEE

Determines, certifies, and recommends for supervisory approval, eligibility for all programs of assistance as assigned timely and accurately. Interviews clients, in person or on the phone, and in a variety of community locations, using interactive interviewing techniques, and/or uses application and client data received via mail or electronically at a District Office, client service center, centralized unit, and/or other work location. Initiates collateral contacts to obtain information and verification required to complete determinations of initial and ongoing program eligibility.

Evaluates case information to determine if all data is available to make an accurate determination of eligibility across all programs and services of application as assigned. Identifies and gathers additional case data by contacting multiple sources to verify and evaluate information, accessing automated databases and cross-matches, via web-based software applications, and other resources, including: NECSES, EDGE, MMIS, SAVE, BRIDGES and NH EASY.

Communicates professionally and effectively with a diverse client population, in person, on the phone, or online to assess whole-person needs, provide eligibility services, answer questions, provide program and service information, explain program criteria, and complete referrals.

Assesses whole-person service needs and refers clients to other social service, employment, education, health, or vocational rehabilitation agencies, inside and outside DHHS, to ensure needs are meet.

Applies complex and changing federal and state policy to ensure consistent, accurate, and timely processing of eligibility determinations.

Assists clients with emergencies and makes necessary referrals for assistance in areas such as homelessness, loss of utilities, domestic violence, and lack of childcare, including follow-up response as required.

Documents case files and updates automated eligibility system to ensure timeliness and accuracy of eligibility and referral information. Determines if alleged fraud or over issuance of benefits is present and makes referrals for investigation to the Office of Special Investigations.

Maintains current working knowledge of: specialized interviewing and communication techniques; social, economic and health conditions contributing to client barriers and/or impacting their ability to move toward self-sufficiency; local economy, social service network, and community resources; New HEIGHTS and automated systems used in the eligibility process; and all programs of assistance and associated policy to provide effective client service and meet all agency standards.

FAMILY SERVICES SPECIALIST I

Determines and certifies eligibility for all programs of assistance as assigned timely and accurately. Interviews clients, in person or on the phone, and in a variety of community locations, using interactive interviewing techniques, and/or uses application and client data received via mail or electronically at a District Office, client service center, centralized unit, and/or other work location. Initiates collateral contacts to obtain information and verification required to complete determinations of initial and ongoing program eligibility, including processing complex multi-program cases, and complex case activities with minimal supervisory oversight.

Evaluates case information to determine if all data is available to make an accurate determination of eligibility across all programs and services of application as assigned. Identifies and gathers additional case data by contacting multiple sources to verify and evaluate information, accessing automated databases and cross-matches, via web-based software applications, and other resources, including: NECSES, EDGE, MMIS, SAVE, BRIDGES and NH EASY. As assigned, reviews and verifies the 5-year asset history to identify improper asset transfers and determines penalty period when appropriate. Reviews monthly reports to identify client financial accounts and income not previously reported.

Communicates professionally and effectively with a diverse client population, in person, on the phone, or online to assess whole-person needs, provide eligibility services, answer questions, provide program and service information, explain program criteria, and complete referrals. Includes testifying at Administrative Appeal Hearings and court proceedings.

Assesses whole-person service needs and refers clients to other social service, employment, education, health, or vocational rehabilitation agencies, inside and outside DHHS, to ensure needs are meet.

Assists clients with emergencies and makes necessary referrals for assistance in areas such as homelessness, loss of utilities, domestic violence, and lack of childcare, including follow-up response as required.

Applies complex and changing federal and state policy to ensure consistent, accurate, and timely processing of eligibility determinations.

Assists Family Services Specialist Trainees with workload assignments, including locating resources, interpretation on policy, and answering client questions.

Documents case files and updates automated eligibility system to ensure timeliness and accuracy of eligibility and referral information. Determines if alleged fraud or over issuance of benefits is present and makes referrals for investigation to the Office of Special Investigations.

Maintains current working knowledge of: specialized interviewing and communication techniques; social, economic and health conditions contributing to client barriers and/or impacting their ability to move toward self-sufficiency; local economy, social service network, and community resources; New HEIGHTS and automated systems used in the eligibility process; and all programs of assistance and associated policy to provide effective client service and meet all agency standards.

FAMILY SERVICES SPECIALIST II

Determines and certifies eligibility for all programs of assistance as assigned timely and accurately. Interviews clients, in person or on the phone, and in a variety of community locations, using interactive interviewing techniques, and/or uses application and client data received via mail or electronically at a District Office, client service center, centralized unit, and/or other work location. Initiates collateral contacts to obtain information and verification required to complete determinations of initial and ongoing program eligibility, including processing complex multi-program cases, and complex case activities without supervisory oversight.

Evaluates case information to determine if all data is available to make an accurate determination of eligibility across all programs and services of application as assigned. Identifies and gathers additional case data by contacting multiple sources to verify and evaluate information, accessing automated databases and cross-matches, via web-based software applications, and other resources, including: NECSES, EDGE, MMIS, SAVE, BRIDGES and NH EASY. As assigned, reviews and verifies the 5-year asset history to identify improper asset transfers and determines penalty period when appropriate. Reviews monthly reports to identify client financial accounts and income not previously reported.

Communicates professionally and effectively with a diverse client population, in person, on the phone, or online to assess whole-person needs, provide eligibility services, answer questions, provide program and service information, explain program criteria, and complete referrals. Includes communications with financial institutions and follow-up contacts with clients to clarify or request additional financial information. Includes testifying at Administrative Appeal Hearings and court proceedings.

Assists management in training staff in policy, procedures, technical systems, and/or interviewing skills. Assists Family Services Specialist staff with workload assignments, including locating resources, interpretation of policy, and answering client questions. Assigns and oversees completion of work for Family Services Specialist Trainee and I staff, including conducting case reviews to determine completeness and accuracy of the work of FSS staff.

Assesses whole-person service needs and refers clients to other social service, employment, education, health, or vocational rehabilitation agencies, inside and outside DHHS, to ensure needs are meet. Includes assisting clients with emergencies and makes necessary referrals for assistance in areas such as homelessness, loss of utilities, domestic violence, and lack of childcare, including follow-up response as required.

Applies complex and changing federal and state policy to ensure consistent, accurate, and timely processing of eligibility determinations.

Documents case files and updates automated eligibility system to ensure timeliness and accuracy of eligibility and referral information. Determines if alleged fraud or over issuance of benefits is present and makes referrals for investigation to the Office of Special Investigations.

Participates in agency projects and initiatives to ensure whole-person and client-centered service. Makes assessments, consults with, and provides input and suggestions for operational improvements to management.

Acts in the capacity of the District Office Supervisor in their absence including: scheduling and assigning work, providing policy clarifications, reviewing work for accuracy, resolving urgent personnel issues in collaboration with the Regional Manager, handling client complaints, and approving immediate leave requests.

Maintains current working knowledge of: specialized interviewing and communication techniques; social, economic and health conditions contributing to client barriers and/or impacting their ability to move toward self-sufficiency; local economy, social service network, and community resources; New HEIGHTS and automated systems used in the eligibility process; and all programs of assistance and associated policy to provide effective client service and meet all agency standards.

FAMILY SERVICES SPECIALIST TRAINEE

MINIMUM QUALIFICATIONS:

Education: Bachelor’s degree or four years of education at a recognized college or university. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: One year of experience in: client or customer service-related work; explaining rules or regulations; interviewing; claims examination or similar audit and verification activities; direct social service delivery; implementing technical instructions; related work in fields such as banking, accounting, finance, auditing, insurance, customer service, marketing, or social services; or other related work. Work in positions such as Social Worker, Case Manager, Counselor, Case Technician, or Fiscal Services Specialist will be considered as related experience. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: Must possess a valid driver’s license and/or have access to transportation for statewide travel.

SPECIAL REQUIREMENTS: In keeping with the goal of the Department of Health and Human Services to utilize a “whole person” client service model, all Family Services Specialists (FSS) will be required to develop and maintain knowledge and understanding of the full range of all DHHS programs of assistance. The successful candidate must also possess: strong verbal and written communication skills; the ability to work effectively with a wide range of clients and community stakeholders; and proficiency in computer skills, including keyboarding, Microsoft Word or similar word processing software, Internet, and e-mail systems.

For appointment consideration, FSS Trainee applicants:

1. Must successfully complete the Family Services Specialist New Hire Training and all supplemental curricula within the first 12 months of employment.

2. Must be able to travel to District Offices and/or other work locations up to 50 miles away from assigned work location for temporary assignment or reassignment and/or to attend mandatory job training.

3. Must be able to work overtime when needed.

For Promotion Requirements to the FSS I level: See FSS I Supplemental Job Description.

FAMILY SERVICES SPECIALIST I

MINIMUM QUALIFICATIONS:

Education: Bachelor’s degree or four years of education at a recognized college or university. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Two years of experience in: client or customer service-related work; explaining rules or regulations; interviewing; claims examination or similar audit and verification activities; direct social service delivery; implementing technical instructions; related work in fields such as banking, accounting, finance, auditing, insurance, customer service, marketing, or social services; or other related work. Work in positions such as Family Services Specialist Trainee, Social Worker, Case Manager, Counselor, Case Technician, or Fiscal Services Specialist will be considered as related experience. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: Must possess a valid driver’s license and/or have access to transportation for statewide travel.

SPECIAL REQUIREMENTS:

In keeping with the goal of the Department of Health and Human Services to utilize a “whole person” client service model, all Family Services Specialists (FSS) will be required to develop and maintain knowledge and understanding of the full range of all DHHS programs of assistance. The successful candidate must also possess: strong verbal and written communication skills; the ability to work effectively with a wide range of clients and community stakeholders; and proficiency in computer skills, including keyboarding, Microsoft Word or similar word processing software, Internet, and e-mail systems.

For appointment consideration, FSS I applicants:

1. Must be able to travel to District Offices and/or other work locations up to 50 miles away from assigned work location for temporary assignment or reassignment and/or to attend mandatory job training.

2. Must be able to work overtime when needed.

For promotion from FSS Trainee to FSS I, employees:

1. Must have successfully completed the Family Services Specialist New Hire Training and all supplemental curricula.

2 Must attain a satisfactory performance evaluation as an FSS Trainee, have no disciplinary actions on file, and receive a performance based recommendation for promotion to the level of FSS I by the immediate Supervisor and a Regional Manager or Administrator after completion of 12 months of employment as an FSS Trainee.

For hires directly into the FSS I level, employees:

Must successfully complete the Family Services Specialist New Hire Training and all supplemental curricula within the first 12 months of employment.

For Promotion Requirements to the FSS II level: See FSS II Supplemental Job Description

FAMILY SERVICES SPECIALIST II

MINIMUM QUALIFICATIONS:

Education: Bachelor’s degree or four years of education at a recognized college or university. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Three years of experience in: client or customer service-related work; explaining rules or regulations; interviewing; claims examination or similar audit and verification activities; direct social service delivery; implementing technical instructions; related work in fields such as banking, accounting, finance, auditing, insurance, customer service, marketing, or social services; or other related work. Work in positions such as Family Services Specialist I, Social Worker, Case Manager, Counselor, Case Technician, or Fiscal Services Specialist will be considered as related experience. Each additional year of approved work experience may be substituted for one year of required formal education.

License/Certification: Must possess a valid driver’s license and/or have access to transportation for statewide travel.

SPECIAL REQUIREMENTS:

In keeping with the goal of the Department of Health and Human Services to utilize a “whole person” client service model, all Family Services Specialists (FSS) will be required to develop and maintain knowledge and understanding of the full range of all DHHS programs of assistance. The successful candidate must also possess: strong verbal and written communication skills; the ability to work effectively with a wide range of clients and community stakeholders; and proficiency in computer skills, including keyboarding, Microsoft Word or similar word processing software, Internet, and e-mail systems.

For appointment consideration, FSS II applicants:

1. Must satisfactorily complete or be enrolled in a supervisory training program offered by an approved entity within the first 12 months of employment.

2. Must be able to travel to District Offices and/or other work locations up to 50 miles away from assigned work location for temporary assignment or reassignment and/or to attend mandatory job training.

3. Must be able to work overtime when needed.

For promotion from FSS I to FSS II, employees:

1. Must have successfully completed the Family Services Specialist New Hire Training and all supplemental curricula.

2. Must attain a satisfactory performance evaluation as an FSS I, have no disciplinary actions on file, and receive a performance based recommendation from the immediate Supervisor and Regional Manager or Administrator after the completion of 12 months of employment as an FSS I.

3. Case records must be all be complete and up to date.

For hires directly into the FSS II level, applicants/employees:

1. Must receive Bureau Chief’s (Field Operations) approval for direct hire at the FSS II level.

2. Must successfully complete the Family Services Specialist New Hire Training and all supplemental curricula within the first 12 months of employment.

DISCLAIMER STATEMENT: The supplemental job description lists typical examples of work and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

For further information please contact Alexandra Lugar, Supervisor III, Alexandra.D.Lugar@DHHS.NH.GOV, 603-393-2699.

Documents that can't be submitted online may be forwarded to:

Department of Health and Human Services- Human Resources

129 Pleasant Street

Concord, NH 03301

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits is based on the employee's union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

Value of State's share of Employee's Retirement: 14.53% of pay

Other Benefits:

o Dental Plan at minimal cost for employees and their families ($500-$1800 value)

o Flexible Spending healthcare and childcare reimbursement accounts

o State defined benefit retirement plan and Deferred Compensation 457(b) plan

o Work/life balance flexible schedules, paid holidays and generous leave plan

o $50,000 state-paid life insurance plus additional low cost group life insurance

o Incentive-based Wellness Program (ability to earn up to $500)

Want the specifics? Explore the Benefits of State Employment on our website:

EOE

TDD Access: Relay NH 1-800-735-2964