Family Services Specialist Ii-Long Term Care-

Department of Health and Human Services

Bureau of Family Assistance

Concord, NH

FAMILY SERVICES SPECIALIST TRAINEE-II

Long Term Care Unit

LG 15-19

#12773

Family Services Specialist Trainee - $34,690.50-$47,872.50 USD

Family Services Specialist I - $37,596.00-$51,909.00 USD

Family Services Specialist II- $40,638.00-$56,881.50 USD

*See total compensation information at the bottom of announcement.

YOUR EXPERIENCE COUNTS - Under a recent change to the rules, an applicant's relevant experience now counts towards formal education degrees referenced in the posting! See Per 405.1.

18 Months of additional relevant experience = Associate's degree

36 Months of additional relevant experience = Bachelor's degree

54 Months of additional relevant experience = Master's degree

The State of New Hampshire, Department of Health and Human Services, Bureau of Family Assistance has a full time vacancy for Family Services Specialist Trainee-II.

SUMMARY:

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SCOPE OF WORK : Provide professional, whole-person needs assessment, information, and referral services. Determines, certifies, and recommends for supervisory approval, eligibility for programs of assistance. To act as a liaison between clients and partner agencies, and to assist recipients in progress toward self-sufficiency. This position is assigned to the Bureau of Family Assistance and may be assigned to a District Office, client service center, and/or other work location as business requires.

As the levels moved from Trainee to II, the complexity of the casework becomes more challenging. However, the scope of work remains the same.

ACCOUNTABILITIES:

Trainee- Determines, certifies, and recommends for supervisory approval, eligibility for all programs of assistance as assigned timely and accurately. Interviews clients, in person or on the phone, and in a variety of community locations, using interactive interviewing techniques, and/or uses application and client data received via mail or electronically at a District Office, client service center, centralized unit, and/or other work location. Initiates collateral contacts to obtain information and verification required to complete determinations of initial and ongoing program eligibility.

I-II- Determines and certifies eligibility for all programs of assistance as assigned timely and accurately. Interviews clients, in person or on the phone, and in a variety of community locations, using interactive interviewing techniques, and/or uses application and client data received via mail or electronically at a District Office, client service center, centralized unit, and/or other work location. Initiates collateral contacts to obtain information and verification required to complete determinations of initial and ongoing program eligibility, including processing complex multi-program cases, and complex case activities with minimal supervisory oversight.

Trainee- Evaluates case information to determine if all data is available to make an accurate determination of eligibility across all programs and services of application as assigned. Identifies and gathers additional case data by contacting multiple sources to verify and evaluate information, accessing automated databases and cross-matches, via web-based software applications, and other resources, including: NECSES, EDGE, MMIS, SAVE, BRIDGES and NH EASY.

I-II- In addition to the Trainee duties above; as assigned, reviews and verifies the 5-year asset history to identify improper asset transfers and determines penalty period when appropriate. Reviews monthly reports to identify client financial accounts and income not previously reported

Trainee-II- Communicates professionally and effectively with a diverse client population, in person, on the phone, or online to assess whole-person needs, provide eligibility services, answer questions, provide program and service information, explain program criteria, and complete referrals.

I- . Includes testifying at Administrative Appeal Hearings and court proceedings.

II- In addition to the duties above, Level II, Includes communications with financial institutions and follow-up contacts with clients to clarify or request additional financial information. Includes testifying at Administrative Appeal Hearings and court proceedings.

Trainee-I Assesses whole-person service needs and refers clients to other social service, employment, education, health, or vocational rehabilitation agencies, inside and outside DHHS, to ensure needs are meet. II . In addition to the duties above, includes assisting clients with emergencies and makes necessary referrals for assistance in areas such as homelessness, loss of utilities, domestic violence, and lack of childcare, including follow-up response as required.

I - Assists Family Services Specialist Trainees with workload assignments, including locating resources, interpretation on policy, and answering client questions.

Trainee-I- Assists clients with emergencies and makes necessary referrals for assistance in areas such as homelessness, loss of utilities, domestic violence, and lack of childcare, including follow-up response as required.

II - Assists management in training staff in policy, procedures, technical systems, and/or interviewing skills. Assists Family Services Specialist staff with workload assignments, including locating resources, interpretation of policy, and answering client questions. Assigns and oversees completion of work for Family Services Specialist Trainee and I staff, including conducting case reviews to determine completeness and accuracy of the work of FSS staff.

Trainee-II - Applies complex and changing federal and state policy to ensure consistent, accurate, and timely processing of eligibility determinations.

Trainee-II- Documents case files and updates automated eligibility system to ensure timeliness and accuracy of eligibility and referral information. Determines if alleged fraud or over issuance of benefits is present and makes referrals for investigation to the Office of Special Investigations.

Trainee-II- Maintains current working knowledge of: specialized interviewing and communication techniques; social, economic and health conditions contributing to client barriers and/or impacting their ability to move toward self-sufficiency; local economy, social service network, and community resources; New HEIGHTS and automated systems used in the eligibility process; and all programs of assistance and associated policy to provide effective client service and meet all agency standards.

II- Participates in agency projects and initiatives to ensure whole-person and client-centered service. Makes assessments, consults with, and provides input and suggestions for operational improvements to management.

II Acts in the capacity of the District Office Supervisor in their absence including: scheduling and assigning work, providing policy clarifications, reviewing work for accuracy, resolving urgent personnel issues in collaboration with the Regional Manager, handling client complaints, and approving immediate leave requests.

MINIMUM QUALIFICATIONS

Education:

Trainee-II- Bachelor’s degree or four years of education at a recognized college or university. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience:

FSS Trainee- ( One year of)

FSS Level I ( two years of)

FSS Level II ( three years of )

Experience in: client or customer service-related work; explaining rules or regulations; interviewing; claims examination or similar audit and verification activities; direct social service delivery; implementing technical instructions; related work in fields such as banking, accounting, finance, auditing, insurance, customer service, marketing, or social services; or other related work. Work in positions such as Social Worker, Case Manager, Counselor, Case Technician, or Fiscal Services Specialist will be considered as related experience. Each additional year of approved work experience may be substituted for one year of required formal education.

FSS I- In addition to the above; related work will also include Family Services Specialist

FSS II- In addition to the above; related work will also Include Family Service Specialist I

License/Certification: Must possess a valid driver’s license and/or have access to transportation for statewide travel.

SPECIAL REQUIREMENTS:

In keeping with the goal of the Department of Health and Human Services to utilize a “whole person” client service model, all Family Services Specialists (FSS) will be required to develop and maintain knowledge and understanding of the full range of all DHHS programs of assistance. The successful candidate must also possess: 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.

For appointment consideration, FSS Trainee applicants:

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

Trainee-II

2. 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.

3. Must be able to work overtime when needed.

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

For promotion from FSS Trainee to FSS I, employees:

1. Must have successfully completed the Family Services Specialist New Hire Training and all supplemental curricula.

2 Must attain a satisfactory performance evaluation as an FSS Trainee, have no disciplinary actions on file, and receive a performance based recommendation for promotion to the level of FSS I by the immediate Supervisor and a Regional Manager or Administrator after completion of 12 months of employment as an FSS Trainee.

For promotion from FSS I to FSS II, employees:

• Must have successfully completed the Family Services Specialist New Hire Training and all supplemental curricula.

• Must attain a satisfactory performance evaluation as an FSS I, have no disciplinary actions on file, and receive a performance based recommendation from the immediate Supervisor and Regional Manager or Administrator after the completion of 12 months of employment as an FSS I.

• Case records must be all be complete and up to date.

For hires directly into the FSS II level, applicants/employees:

1. Must receive Bureau Chief’s (Field Operations) approval for direct hire at the FSS II level.

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

For hires directly into the FSS I level, employees:

For hires directly into the FSS II level, applicants/employees:

1. Must receive Bureau Chief’s (Field Operations) approval for direct hire at the FSS II level.

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

For further information please contact Alexandra Lugar, Supervisor V, [email protected], 603-271-9549.

*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.

Value of State's share of Employee's Retirement: 14.53% of pay

Other Benefits:

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

o Flexible Spending healthcare and childcare reimbursement accounts

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

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

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

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

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

EOE

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