The Economic Supports area of Human Services Public Health is seeking to fill multiple Human Services Representative positions with individuals who have strong customer service and communication skills, the ability to learn complex programs, and a strong desire to serve the community. Interested candidates will need to be able to handle a high level of demanding situations while engaging in frequent client interaction.
Location and hours:
These positions are both on-site and hybrid and both will be performed on-site at Hennepin County Human Service Centerlocations. The hybrid positions will have some remote work as job duties require. Work hours are 8 a.m. to 4:30 p.m., Monday through Friday. While some of these positions are designated as hybrid, based on current requirements, hires must reside in Minnesota or Wisconsin.
Employees will be expected to have the ability to secure the following work-at-home requirements prior to starting with Hennepin County:
A secure/private area to speak with residents/callers.
Reliable internet access with 100 mbps internet speed (bandwidth).
Ability to connect to a router via ethernet cord.
In these positions, you will:
Determine resident eligibility for multiple federal, state, and local public assistance programs; recalculate ongoing benefit amounts required by changes in client status by reviewing and verifying resident information, prepare budgets and related documents, and calculate benefit amounts in accordance with benefit standards.
Communicate complex program requirements, expectations, and timeframes to a diverse range of residents in person, over the phone, and in writing daily; communicate eligibility determinations and explain program guidelines to residents; refer residents to additional community resources.
Explain the healthcare program enrollment process to residents.
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.
Serve as a central point of communication for partner agencies such as Childcare Assistance and Employment Services; communicate program information to external providers (e.g., landlords, clinics, hospitals).
Assist other county staff, both within and outside the team, to assure excellent customer service.
Need to have:
One of the following:
Two or more years of experience providing customer/client service.
Completion of a Public Welfare Financial Worker Associate of Arts and Sciences (A.A.S) degree from an approved school.
One year of the required experience and completion of the Human Services Pathway Training Program.
60 or more semester credits in human services or the behavioral sciences such as psychology, sociology, social work, or a related field.
Daily access to reliable transportation sufficient to travel to the Hennepin County Service Center locations.
Nice to have:
Using a computer to input, retrieve, and modify information, and performing data entry from paper/electronic documents and forms into a computer system.
Handling multiple complex and simultaneous tasks while maintaining organizational and time management skills.
Assisting customers and team members with tact and discretion.
Providing direct client/customer service to a broad range of diverse clients including clients with limited income, those who are elderly or disabled, and/or other client populations in need.
Providing person-centered customer service that requires the use of empathy and trauma-informed skills.
Working with Microsoft Office and various other computer systems and programs.
Use critical thinking skills and apply creative problem solving.
Conduct oneself professionally and handle sensitive/difficult issues in a tactful manner.
Recognize and respect cultural differences and provide culturally appropriate services.
Quickly learn and comprehend complex program guidelines and adapt to changing policies and procedures.
Work as part of a team to deliver timely services to residents in need.
Knowledge of community resources and/or Minnesota health care programs.
Candidates with fluency in another language in addition to English are encouraged to apply. Bilingual candidates who pass a language assessment may qualify for additional bilingual pay and duties.