Client Service Coordinator

To be considered for any DPHHS Agency position, applicants must complete and submit their application online, as well as upload any required materials. Successful applicant(s) are required to complete and pass applicable DPHHS Division specific Background Check(s).

The Office of Public Assistance (OPA) fills vacancies on a routine schedule to coincide with department training. Please note, multiple locations are available at this time.

Assessment Test and Supplemental Questions required at time of application:

Required State of Montana 5 Minute Typing Test. This online typing test link is available by contacting any Job Service in Montana. A list of Job Services offices can be found at http://jobservices.dli.mt.gov/ .

Out-of- state applicants, please contact the Helena Job Service at (406) 447-3200 or helenajsc@mt.gov .

The typing test and supplemental questions must be uploaded by applicant at time of application.

Supplemental Questions:
1) Describe any experience you may have determining eligibility for public programs and any experience you may have working in a fast-paced/demanding environment.

2) Describe any customer service experience you may have in working with the public either in-person or via phone. Include any experience in a call center.

Please type responses in a Word document. Helpful hint: please select and keep a check mark by the relevant document box to ensure attachments are correctly uploaded with the online application. Applications recived without the required materials will be considered incomplete.

The Office of Public Assistance (OPA) administers state and federal policies and regulations to determine eligibility for public assistance programs for low income or struggling families, and other members of the community. Programs administered include Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and a variety of health coverage programs. In administering these programs, OPA embodies a customer Service First philosophy, which strives to provide respectful, prompt, and accurate services to clients.

As such, this Client Service Coordinator position serves a vital customer service role and has direct contact with the general public in-person or via a telephone helpline. This position listens to clients, advises of available assistance and timely processes applications/benefits or advises of further documentation required. This position also interviews clients, interprets policies and procedures, and handles a large caseload with competing priorities in a fast-paced customer service environment.

Customer Service/Interview/Eligibility Processing

Communicates with clients in-person or via the Public Assistance Helpline; conducts interview to obtain necessary information for processing eligibility.

Applies a variety of complex state and federal laws, policies, processes pertaining to eligiblity determination; explains policies and procedures to clients.

Assists clients with completing forms and processes through an automated system

Documents changes such as household circumstances, file transfers, program policies, and decision changes.

Monitors and re-determines eligiblity and ensures accuracy and compliance.

Evaluates monthly medical expenses and determines if the expence can be applied toward the liability of the individual who is is eligible for medically needy Medicaid coverage.

Reviews case information and interact with other electronic systems to determine if overpayment has ocured. Established a re-payment plan with client and identifies suspected fraud and makes referral of investigation.

Receives case findings from quality control reviews which could result in recalculating eligibility.

Physical and Environmental Demands:
This position works in an office environment with prolonged time in front of a computer. Stationary work answering a helpline with or without headphones is required. Potential for contact with hostile persons or situations that call for intervention.

Required for the first day of work:
General knowledge of social problems, cultural and human behavior; community based and/or statewide assistance programs and eligibility requirements.

Knowledge of customer service principles and practices and good public relations.

Knowledge of standard office procedures.

Excellent written and verbal communication skills.

Excellent customer service and interpersonal skills.

Mathematical skills including addition, subtraction, percentages, and computations.

Detail oriented, time management, and multitasking skills.

Ability to communicate effectively with persons from a variety of social, cultural, and economic backgrounds.

Ability to remain helpful and accountable for a positive customer service interaction.

Ability to interview clients of diverse socioeconomic backgrounds and temperaments and process documents related to financial or confidential histories of clients.

Ability to use computer applications to input, retrieve, and analyze information.

Ability to provide excellent customer service to all clients and coworkers by remaining courteous and helpful at all times.

Ability to learn, understand, and correctly apply policies and procedures; evaluate information and determine appropriate action.

Ability to maintain a positive attitude and function effectively with strict deadlines, constant changes, and adapt to high stress situations.

Ability to operate a personal computer and general office equipment as necessary to complete essential functions, including using spreadsheet, word processing, database, email, internet, and other computer programs.

Preferred: Knowledge of assistance programs and eligibility requirements.

Qualifications

:

Minimum Qualifications (Education and Experience):
Associate’s degree or certificate in communications, office management, business, human services, sociology, psychology, or other field of study AND three years of job-related experience determining or processing eligibility for social service programs and/or health, financial loans, unemployment, collections, call center, etc.

OR

Equivalent to graduation from high school and four years of professional customer service experience to include considerable public contact in a fast-paced environment managing a large workload, solving complex problems, and handling competing priorities while meeting quality standards.

Other combinations of education and experience may be considered on a case-by-case basis.

Preferred experience working with tribal government entities and/or other organizations of native peoples.

Applicant Pool Statement: If another department vacancy occurs in this job title within six months, the same applicant pool may be used for the selection. Training Assignment: This agency may use a training assignment. Employees in training assignments may be paid below the base pay established by the agency pay rules. Conditions of the training assignment will be stated in writing at the time of hire.

Job

: Community/Social Services

Salary: $

14.82 – 18.52 Hourly Benefits Package Eligibility: Health Insurance, Paid Leave & Holidays, Retirement Plan

Number of Openings

: 1 Employee Status: Regular Schedule: Full-Time

Shift

: Day Job

Travel

: No

Primary Location

: Polson Agency: Department of Public Health & Human Services Union: Montana Public Employees Association (MPEA) Bargaining Unit: 042 – MPEA-DPHHS-Public Assist

Posting Date

: Oct 19, 2017, 10:13:47 AM

Closing Date (based on your computer’s timezone)

: Nov 7, 2017, 12:59:00 AM

Required Application Materials: Supplemental Questions (Refer to Job Posting), Job Service Test (Refer to Job Posting)

Contact Name: Department of Public Health & Human Services | Contact Email: hhshumanresources@mt.gov | Contact Phone: 406 444 3136