The SNAP Call Specialist (SCS) provides assistance and resources to eligible individuals in Dallas County. Connects eligible individuals to the appropriate agencies and/or resources and follow up on the status of the call. This requires an extensive and thorough knowledge of the services, internal referral procedures, and eligibility requirements. Requires the ability to operate at an independent level within the policies of the Community Council of Greater Dallas (CCGD), the Dallas Area Agency on Aging (DAAA) and in accordance with the laws and regulations of the Texas Health and Human Services Commission (THHSC).
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. General Responsibilities:
- Receive all intake and calls for SNAP Information and Assistance. Log the calls in a "call in log" and complete a referral f or the request for service
- Turn in a daily report of all request calls to the SNAP Outreach Manager.
- Refer all eligible clients to the SNAP Application Assisters.
- Make referrals to other social services agencies if the request is for services not offered by CCGD or its partners
- Follow up on the referrals outside the agency and document the outcome of that call in the data system.
- Return all phone calls in order received daily or the next working day.
- Provide assistance and support with data entry to the SNAP Program Manager
- Keep informed on laws and regulations, standards pertaining to SNAP benefits and resources available in the community for the eligible individuals
- Provide critical thinking: able to understand what a person needs when coming to them in crisis or otherwise.
- Conduct needs assessments and secure the required documentation according to CCGD procedures to determine the needs of the client/s and assist them with the proper resources available. (This task will be determine as needed).
- Enter all client data, hours, and contacts in client tracking system to ensure integrity of data
- Maintain and update the list of resources available.
- Coordinate with agency affiliates to ensure access to services for the clients with multiple and/or difficult issues
- Represent Community Council of Greater Dallas at public events as directed
- Attend staff meeting, trainings, seminars, and workshops for professional development.
- Perform other duties as assigned
Skill Competencies
- Written & Oral Communications, fluency in English both written and spoken; fluency in a second language (Spanish, Mandarin Chinese, Vietnamese, Korean, Farsi) a plus but not required
- Basic knowledge of computers for use for word processing, formatting documents, spreadsheets, and data entry
- Demonstrated expertise of public benefits and specific eligibility criteria
- Knowledge of services and programs serving eligible individuals and/or adults with disabilities and experience working with those populations
- Case management experience
- Ability to interact with clients from diverse populations and backgrounds
- Demonstrated tact, good judgement, and ethics
Supervisory Responsibility
This position has no direct supervisory responsibility.
Work Environment
This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
This is largely a sedentary role; however, some mobility is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary and to transport materials to and from meetings, presentations and to home visits as needed. Good vision, and good hearing acuity (with corrective lenses and/or hearing aids if necessary).
Position Type/Expected Hours of Work
This is a full-time position. Days and hours or work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.
Travel
This position requires less than 10% out-of-region travel. Local in-region travel for meetings, presentations and/or home visits may be approximately 30% to 35%. Must have reliable transportation with current valid Texas driver's license and state mandated automobile insurance for travel to and from meetings and presentations.
