HUMAN SERVICES SPECIALIST I-II

State of New Hampshire Job Posting

Department of Health and Human Services

Bureau of Family Assistance

Southern (Nashua) District Office

HUMAN SERVICES SPECIALIST I-II

(previously known as Family Services Specialist)

$22.50/hour - $34.14/hour

*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 Human Services Specialist I-II.

SUMMARY:

Previewing the Realistic Job Preview (RJP) is required in order to proceed with the hiring process. Please click on the link to view the RJP for the Family Services Specialist. https://www.dhhs.nh.gov/news-events/multimedia#real-job

HSS I

Provides direct service to individuals and families to determine and certify eligibility for state and federal public assistance programs. Provides professional, whole-person needs assessments and connects citizens with other internal and external resources and services to assist them in reaching economic stability and self-sufficiency. Audits and analyzes client records to ensure accurate and timely decisions. This position is assigned to a District Office within the Bureau of Family Assistance and/or other work location as business requires.

HSS II

Provides direct service to individuals and families to determine and certify eligibility for state and federal public assistance programs, with efficiency and minimal supervisory oversight. Provides professional, whole-person needs assessments and connects citizens with other internal and external resources and services to assist them in reaching economic stability and self-sufficiency. Audits and analyzes client records to ensure accurate and timely decisions. Assumes additional functions in support of operations such as responding to inquiries, writing specialized reports, mentoring and training staff, participating in projects, and assisting with supervisory activities. This position is assigned to a District Office within the Bureau of Family Assistance and/or other work location as business requires.

YOUR EXPERIENCE COUNTS

Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS

HSS I:

Associate's degree and 2 years of experience OR equivalent combination of 4 years of education and experience after completion of high school. Education and experience must be in customer service, social services, finance activities, case management or a related field.

License/Certification: Valid driver’s license or access to transportation

Other Requirements:

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

Preferred Qualifications:

Possesses 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.

After- Hire Requirements:

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

Career Advancement Opportunities:

In-Band Advancement Available: Yes No

Criteria:

Broad Group Level Advancement Available: Yes No

Criteria:

21109004BGA02 (Level 4 to Level 5)

For promotion from the 21-1090 Miscellaneous Community and Social Service Specialists-4 job title to the 21-1090 Miscellaneous Community and Social Service Specialists-5 job title, and use of the “Human Services Specialist II” working title, the eligibility requirements in Personnel Rule 303.08 Broad Group Level Advancement must be satisfied, as well as the following criteria:

1. Successful completion of the Human Services Specialist New Hire Training and all supplemental curricula.

2. Minimum average combined score of 85% in the following:

• A New HEIGHTS complex case processing assessment

• A case review accuracy assessment

3. Must have received a satisfactory performance evaluation as an HSS I, be in good standing, and have received a performance-based recommendation from the immediate Supervisor or Regional Manager after the completion of 12 months of employment as an HSS I.

MINIMUM QUALIFICATIONS

HSS II:

Bachelor's degree and 1.5 years of experience OR equivalent combination of 5.5 years of education and experience after completion of high school. Education and experience must be in customer service, social services, finance activities, case management or a related field.

License/Certification: Valid driver’s license or access to transportation

Other Requirements:

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

Preferred Qualifications:

Possesses 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.

After-Hire Requirements:

For hires not coming into this position directly from an HSS I position: Successful completion of the Human Services Specialist New Hire Training and all supplemental curricula within the first 12 months of employment.

Minimum average combined score of 85% in the following within the first 12 months of employment:

A New HEIGHTS complex case processing assessment

A case review accuracy assessment

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

Career Advancement Opportunities:

In-Band Advancement Available: Yes No

Broad Group Level Advancement Available: Yes No

DISCLAIMERS:

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the 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 job title.

The work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities:

HSS I:

Assesses whole-person service needs as well as emergent needs to address barriers to economic mobility and/or self-sufficiency. Achieves, maintains, and applies comprehensive knowledge of diverse populations and their environmental trends, and connects individuals and families with other internal and external services to address needs or barriers related to social, economic, employment, education, health, mental health, child and vocational rehabilitation. Assesses, identifies, and addresses client language and cultural needs in order to ensure meaningful and equitable access to the Department’s programs, activities and services.

Determines and certifies applicants’ eligibility for state and federal public cash, medical and non-cash assistance programs, including but not limited to Medicaid, Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance to Needy Families (TANF), Child Care, disability assistance and Long Term Care, including Home and Community Based Care (HCBC) waiver programs, as well as expedited support for individuals and families with emergency needs such as food insecurity, homelessness, utilities, domestic violence, child care or health, by systematically reviewing, evaluating, applying and deciphering applicant financial information, medical information, household composition, citizenship, and other factors applicable to eligibility requirements.

Applies complex and evolving federal and state law, regulations, policies and procedures for approximately 46 federal and state benefit programs, following required state and federal processing timeframes to efficiently meet clients’ needs in a timely manner.

Researches and analyzes applicant and client information with proficiency in automated databases, system interfaces, web-based software applications, and other resources, including but not limited to: the State’s integrated eligibility and enrollment system known as New Hampshire Empowering Individuals to Get Help Transitioning to Self-sufficiency (New HEIGHTS), as well as other State agency systems including the New England Child Support Enforcement System (NECSES), EBTEDGE, Medicaid Management Information System (MMIS), Systematic Alien Verification for Entitlements Program (SAVE), Verify Current Income (VCI), Asset Verification System (AVS), NH Employment Security (NHES), New Hampshire’s Unemployment Insurance System (NHUIS), and the Department of Health and Human Services (DHHS) self-service portal known as NH EASY. Uses state and federal data exchanges, as well as collateral internal and external sources to attain and verify information required to complete determinations and verify accuracy of decisions.

Conducts interactive in-person or phone interviews with applicants, current clients and/or their authorized representatives; ensures individuals’ communication needs, e.g., language barriers, developmental conditions, and other needed supports, are met to successfully meet interview objectives. Conducts on-site, direct services to clients in alternative community locations, such as Family Resource Centers and at special community events statewide.

Routinely reviews and assesses cases, including complex multi-program cases, and complex case activities, due to varying needs of each household member, to ensure all required information is current, accurate and accounted for. Identifies existence of potential fraud or over-issuance of benefits; determines and makes appropriate referrals for investigation to the Office of Special Investigations. In addition Long Term Care Specialist reviews and verifies asset history submitted by applicants, recipients, legal counsel, and authorized representatives for Long Term Care services, identifying improper asset transfers and determining the penalty period when appropriate; assesses resources in a point in time for the separation and protection of resources for the non-applicant spouse; assesses and calculates spousal allocations of income, and assesses patient liability for nursing facilities.

Participates in a Tier One and Tier Two Resolution Call Center to answer callers’ questions, concerns, and grievances in real time regarding case status, resources, processing, reports, notices, technical assistance with NH EASY and to obtain voice-recorded signatures for application use and scheduling. Provides customer service, including to people who are hostile and demanding, people in crisis and people with social-economic issues while following standard operating procedures.

Achieves high benchmark performance ratings using complex, extensive case management and maintenance practices and quality rating systems to meet state and federal performance requirements, such as the SNAP Error Rate, to serve individuals and families timely and to avoid reduction in federal funding and/or fiscal penalty assessments against the State.

Champions the goal of the Department of Health and Human Services to utilize a “whole person” client service model, by achieving, maintaining, and applying knowledge and understanding of the full range of all DHHS programs of assistance. Communicates professionally and effectively with a diverse client population, state and federal partner agencies, community providers and other service agencies to achieve positive client outcomes.

HSS II:

Assesses whole-person service needs as well as emergent needs to address barriers to economic mobility and/or self-sufficiency. Maintains and applies comprehensive knowledge of diverse populations and their environmental trends, and connects individuals and families with other internal and external services to address needs or barriers related to social, economic, employment, education, health, mental health, child and vocational rehabilitation. Assesses, identifies, and addresses client language and cultural needs in order to ensure meaningful and equitable access to the Department’s programs, activities and services.

Determines and certifies applicants’ eligibility for state and federal public cash, medical and non-cash assistance programs, including but not limited to Medicaid, Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance to Needy Families (TANF), Child Care, disability assistance and Long Term Care, including Home and Community Based Care (HCBC) waiver programs, as well as expedited support for individuals and families with emergency needs such as food insecurity, homelessness, utilities, domestic violence, child care or health, by systematically reviewing, evaluating, applying and deciphering applicant financial information, medical information, household composition, citizenship, and other factors applicable to eligibility requirements.

Applies complex and evolving federal and state law, regulations, policies and procedures for approximately 46 federal and state benefit programs, following required state and federal processing timeframes to efficiently meet clients’ needs in a timely manner.

Researches and analyzes applicant and client information with proficiency in automated databases, system interfaces, web-based software applications, and other resources, including but not limited to: the State’s integrated eligibility and enrollment system known as New Hampshire Empowering Individuals to Get Help Transitioning to Self-sufficiency (New HEIGHTS), as well as other State agency systems including the New England Child Support Enforcement System (NECSES), EBTEDGE, Medicaid Management Information System (MMIS), Systematic Alien Verification for Entitlements Program (SAVE), Verify Current Income (VCI), Asset Verification System (AVS), NH Employment Security (NHES), New Hampshire’s Unemployment Insurance System (NHUIS), and the

Department of Health and Human Services (DHHS) self-service portal known as NH EASY. Uses state and federal data exchanges, as well as collateral internal and external sources to attain and verify information required to complete determinations and verify accuracy of decisions.

Conducts interactive in-person or phone interviews with applicants, current clients and/or their authorized representatives; ensures individuals’ communication needs, e.g., language barriers, developmental conditions, and other needed supports, are met to successfully meet interview objectives. Conducts on-site, direct services to clients in alternative community locations, such as Family Resource Centers and at special community events statewide.

Routinely reviews and assesses cases, including complex multi-program cases, and complex case activities, due to varying needs of each household member, to ensure all required information is current, accurate and accounted for. Identifies existence of potential fraud or over-issuance of benefits; determines and makes appropriate referrals for investigation to the Office of Special Investigations. In addition Long Term Care Specialist reviews and verifies asset history submitted by applicants, recipients, legal counsel, and authorized representatives for Long Term Care services, identifying improper asset transfers and determining the penalty period when appropriate; assesses resources in a point in time for the separation and protection of resources for the non-applicant spouse; assesses and calculates spousal allocations of income, and assesses patient liability for nursing facilities. As assigned, reviews and verifies asset history to identify improper asset transfers and determines penalty period when appropriate.

Represents and responds to grievances, Governor and legislative inquiries including but not limited to: mitigating the appeal process by offering additional outreach and education; attending pre-hearing conferences; communicating with attorneys, other professionals, clients and other interested parties; compiling evidence and developing summaries and reports to support eligibility decisions.

Participates in a Tier One and Tier Two Resolution Call Center to answer callers’ questions, concerns, and grievances in real time regarding case status, resources, processing, reports, notices, technical assistance with NH EASY and to obtain voice-recorded signatures for application use and scheduling. Provides customer service, including to people who are hostile and demanding, people in crisis and people with social-economic issues while following standard operating procedures.

Mentors other professional and technical staff with training and support to assure compliance with program policies and procedures. Reviews cases for accuracy by reviewing documents, case comments and case actions through the use of policy, procedure and the Case Review Error Citation Guide. Meets with newer staff one-on-one to review case actions, questions, concerns, and time management.

Acts in the capacity of a supervisor in their absence including but not limited to scheduling activities, resolving issues and emergencies, attending meetings, and delegating tasks and responsibilities. Participates in department-wide initiatives and projects as assigned by the supervisor, administrator and/or Bureau Chief. Develops and recommends short and long-term changes in policies, procedures and informational tools to assess and enhance productivity and improve service delivery.

Achieves high benchmark performance ratings using complex, extensive case management and maintenance practices and quality rating systems to meet state and federal performance requirements, such as the SNAP Error Rate, to serve individuals and families timely and to avoid reduction in federal funding and/or fiscal penalty assessments against the State.

Champions the goal of the Department of Health and Human Services to utilize a “whole person” client service model, by achieving, maintaining, and applying knowledge and understanding of the full range of all DHHS programs of assistance. Communicates professionally and effectively with a diverse client population, state and federal partner agencies, community providers and other service agencies to achieve positive client outcomes.

For further information please contact Leanne Alexa, Supervisor V, Leanne.M.Alexa@DHHS.NH.GOV, 603-579-9471.

*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.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx

Value of State's share of Employee's Retirement: 12.87% of pay

Other Benefits:

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

• Flexible Spending healthcare and childcare reimbursement accounts

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

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

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

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

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

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

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

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