Human Services Representative, Senior

Eligibility & Work Services (EWS) of the Human Services and Public Health Department (HSPHD) is seeking to fill several Sr. Human Services Representative (HSR) vacancies including multiple specialty positions. EWS is responsible for determining client eligibility for federal and state Cash Assistance, SNAP, health care, Emergency Shelter, Emergency Assistance, and Child Care Assistance programs. This area serves their clients with respect and courtesy, while providing individualized service in a timely, accurate, and confidential manner and providing referrals for other appropriate services and resources.

Employees in the Sr. HSR position are assigned to teams responsible for processing new and on-going public assistance. In accordance with existing regulations, these employees determine eligibility of recipients/applicants for public assistance, approve payments in proper amounts, and end benefits when recipients are no longer eligible. Assignments enable employees in this position to gain the knowledge required for advancement within HSPHD.

These positions are located in downtown Minneapolis, the South Suburban Service Center in Bloomington, the Northwest Family Service Center in Brooklyn Center, the North Minneapolis Service Center, the West Suburban Service Center in Hopkins, and an additional future site in South Minneapolis. Please review the below link for more information about the specialty positions within EWS.

Specialty Sr. HSR Positions

HSPHD requires its employees to be focused on results for clients and customers; with opportunities for flexibility and an emphasis on work/life balance. Candidates with fluency in Cambodian/Khmer, Hmong, Laotian, Russian, Somali, Spanish and/or Vietnamese in addition to English are encouraged to apply.

The primary duties and responsibilities of these positions include:

Determine client eligibility for multiple federal, state, and local public assistance programs; recalculate ongoing benefit amounts required by changes in client status by reviewing, and verifying client information, preparing budgets and related documents, and calculating benefit amounts in accordance with benefit standards

Use a variety of county and state computer systems to access client and case data; enter data, process, approve, and issue benefits; access manuals, guides, and other policy/program-related resources

Communicate complex program requirements, expectations, and timeframes to a diverse range of clients in person, over the phone, and in writing; communicate eligibility determinations and explain program guidelines to clients; refer clients to additional community resources as appropriate

Serve as a central point of communication for partner agencies such as Childcare Assistance and Employment Services; communicate program information to external providers (eg., landlords, clinics, hospitals)

Share responsibility of a pooled caseload with team members

Assist other county staff, both within and outside the team, to help assure excellent client service Best Qualified Candidates will have:

One of the following:
Thirty or more months of experience as a HSR/Financial Worker 1 and/or HSR/Financial Worker 2

Twenty-four or more months of relevant financial and medical assistance eligibility determination experience with Minnesota programs and six months or more at Hennepin County as an HSR

Thirty-six or more months of relevant financial and medical assistance eligibility determination experience with Minnesota programs

Experience as an HSR/Financial Worker with knowledge of current state and federal public assistance programs’ laws and policies

Experience as an employment counselor or in providing employment-related services with Minnesota programs.

An understanding of the unique needs of individuals and families who live in poverty

Strong keyboarding and data entry skills

Experience:
Providing excellent customer service to a broad range of clientele and in a social services environment

Researching and interpreting complex policies and procedures

Processing complex programs

Determining eligibility for client/customer programs

Organizing large volumes of work, effectively managing time and meeting deadlines

Entering and retrieving information from multiple computer systems

Using MAXIS, MMIS, PRISM, SSIS, MEC2, and CURAM/METS

Ability to:
Work in a fast-paced team environment

Actively, attentively and effectively communicate, both verbally and in writing with a broad range of customers

Recognize and respect cultural differences and provide culturally appropriate services

Deal with change and ambiguity

Learn and apply new knowledge

Adapt to new computer software and applications The top group of applicants will be identified based on an evaluation of education and experience. Applications will be screened and candidates meeting the identified screening criteria will be invited to take a written assessment of HSR program and system knowledge. Individuals who pass the assessment and are in a top group will participate in an verbal interview process. Bilingual candidates must pass a language assessment to qualify for bilingual duties and pay. A background check will be completed post-interview.

Hennepin County envisions an organization where our commitment to diversity is fundamental in providing excellent service to our community.

If you need assistance to actively participate in the employment process, please email us at HR.ServiceCenter@hennepin.us or call us at 612.348.7855.

Hennepin County provides equal access to employment, programs and services without regard to race, color, creed, religion, age, sex (except when sex is a Bona Fide Occupational Qualification), disability, marital status, sexual orientation, public assistance or national origin. If you believe you have been discriminated against, contact the Human Resources Department, A-400 Government Center, Minneapolis, MN 55487, 612.348.7855