Texas Works Advisor I (Virtual Interview Center)

The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Texas Works Advisor I position within the Office of Medical and Social Services (MSS), Access and Eligibility Services (AES) Eligibility Operations Field Division. The MSS is driven by its mission to connect people, services, and supports by helping individuals and families in need of food, medical care, cash assistance and other social services. The ideal candidate will thrive in an environment that emphasizes: innovation through new ideas, striving for excellence by taking pride in your work, embracing our differences as a source of strength, accomplishing more through partnership, leading by example, and learning for continuous improvement. Texas Works Advisor I (CT) accurately determines eligibility for TANF, SNAP (food stamps), Medicaid, and/or Medicaid for the Elderly and People with Disabilities (MEPD) programs. Work involves interviewing clients via an inbound call process through a toll free interview line at a Virtual Interviewing Center (VIC). Work involves making outbound calls to verify client information. Work involves documenting information gathered, determining eligibility for benefits, verifying case data, explaining program benefits and requirements. Reviews eligibility of clients for ongoing services. Job requires detailed oriented individuals with ability to apply complex policies and procedures. This position may require travel of up to 75% during the training period. Travel requirement is 20% after training period is complete.

Essential Job Functions:
Maintains a regular and predictable work schedule, especially during critical work days (Mondays/Tuesdays). Interviews clients or authorized representatives to gather information to determine eligibility for benefits. Conducts On Demand interviews via inbound call process to determine or verify eligibility or continued eligibility and benefit level. Processes changes to client status, overpayments, and adjusts or restores benefits. Obtains, verifies, and calculates income and resources to determine client financial eligibility. Conducts collateral cold calls via conference line to obtain verification for On Demand interviews. Documents case records using automated systems to form a record for each client. Communicates effectively with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Perform other duties as assigned. Must be able to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon. Must be able to work in a highly stressful and fast paced environment, under constant pressure to meet required deadlines, call service times, call wait times, call abandonment rates, standards, and thresholds.

Knowledge Skills Abilities:
Knowledge of interviewing techniques to obtain highly personal information, make inquiries, and resolve conflicting client statements • Ability to perform basic arithmetic functions, including using decimals and computing percentages • Ability to maintain effective working relationships with others • Ability to actively listen to clients, elicit, relate and evaluate information, and interpret terms • Ability to complete work within specified deadlines • Ability to read, understand, and apply a variety of interrelated instructions, such as those found in guidelines, regulations, and policies • Ability to establish priorities according to relative importance and deadlines, set goals, and manage time efficiently • Ability to identify conflicting information provided by the clients or their authorized representatives • Ability to operate computer equipment • Ability to operate call center phone equipment • Skill in establishing and maintaining effective working relationships, including the ability to work with people under pressure, negotiate among multiple parties, and resolve conflicts • Skill in organizing, prioritizing, writing, proofreading, editing, filing, record keeping, and interpersonal communication • Skill in communicating effectively both verbally and in writing. • Ability to work in a dynamic fast paced and constant changing environment • Ability and skill to perform data entry • Knowledge of computer functionality and use of Internet, Microsoft Word, Excel and Outlook

Registration or Licensure Requirements:
N/A

Initial Selection Criteria:
High School Diploma or GED equivalent required. Sixty (60) semester hours from an accredited college or university preferred. Two years’ relevant customer service experience with public contact required which can include retail, call center, clerical, hospitality, banking, receptionist, or similar customer service experience. Bilingual (English/Spanish) skills preferred, not required. Current TIERS and Eligibility Workload Management System (EWMS) knowledge preferred. Experience to indicate a general understanding of the knowledge, skills, and abilities needed to perform duties required. Prefer experience in social service environment which may include but not limited to interviewing clients, gathering personal information, or making eligibility determinations. Applicant must indicate willingness to travel as indicated on job posting in order to be considered for employment. Applicant must indicate willingness to work outside the normal business hours of 8 to 5, Monday-Friday and willingness to work weekends as needed.

Additional Information:
Note: Current and former employee applicants should list each position held separately. For example, Texas Works Advisor I job experience must be listed separately from Texas Works Advisor II job experience. ReqID# 378967. Number of Positions To Be Filled: TBD PN#: TBD. Location of position to be filled: 5455 Blair RD, Dallas, TX 1059 S. Sherman Street, Richardson, TX 801 S. State HWY 161, 8th floor, Grand Prairie, TX 1228 E. Ledbetter Dr., Dallas, TX This position is included in a career track series. This position will be filled at the entry level Texas Works Advisor I / Salary Group B12. Persons hired into this position from outside the Health and Human Services Commission (including other HHSC agencies) are on initial probationary status for one year from hire date. This position career tracks to the Texas Works Advisor II / Salary Group B13 when tenure (one year from hire date) and performance requirements are met. Based on training requirements and previous program eligibility experience, former Access and Eligibility (AES) employees may be considered for rehire at the Texas Works Advisor II/Medicaid Eligibility Specialist II / Salary Group B13. Incumbents are automatically upgraded when tenure and performance requirements are met. Current Texas Works Advisor II/Medicaid Eligibility Specialist II / B13 applicants, if selected, will maintain current job classification and salary group. Please note that while the posted salary range for this position is $2,320.00 to $3,649.83, only former and current Health and Human Services Commission employees will be offered a salary above $2,460.08 monthly. Current employees promoting into this position will be offered a salary that meets Human Resources salary guidelines for promoting employees. Former employees may be offered a salary above $2,460.08 if they have recent Texas Works or MEPD eligibility experience. Recent experience includes any experience within one year prior to the application closing date. Applicants who are not current or former Health and Human Services Commission employees will be offered a salary of $2,460.08. Eligibility Operations Virtual Call Centers (VIC) normal hours of operation are from Monday-Friday 8:00 am – 5:00 pm. Inbound calls are enabled from 8:30am – 4:30pm Monday-Friday. Employees may be required to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends. Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment. The Texas Health and Human Services Commission is committed to hiring veterans and creating a work environment that values and retains the skills that service members bring to the job. A veteran is an individual who has served in *the Army, Navy, Air Force, Coast Guard, or Marine Corps of the United States or the United States Public Health Service under 42 U.S.C. Section 201 et seq., as amended; *the Texas military forces as defined by Section 437.001 of Texas Government Code; or *an auxiliary service of one of those branches of the armed forces; and *has been honorably discharged from the branch of the service in which the person served. VETERANS: Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor’s Office by pasting this link into your browser: http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx. For more information on military occupational specialty codes, see the Military Crosswalk Guide. HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work. Req ID: 378967

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form – Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.