Client Service Coordinator (01106, 02742, 30100, 30078, 30092)

State Of Montana Great Falls , MT 59405

Posted 1 week ago

To be considered applicants must complete and submit applications online, as well as upload any required materials. Successful applicants are required to complete and pass applicable background checks.

The Office of Public Assistance (OPA) determines eligibility benefits to help low income or struggling families get a hand up to become self-reliant. OPA embodies a customer Service First philosophy, which strives to provide respectful, prompt, and accurate services to clients.

We are looking for you to be a compassionate, energetic, conscientious, and detail oriented individual who enjoys making a difference, being part of a team, and taking pride in your career to work in our fast-paced office.

We Offer:

  • A competitive hourly wage and a comprehensive benefits package. To learn more about what we offer visit:

  • A welcoming office environment where everyone is accountable for their part and everyone strives to provide the best customer service to clients and each other.

  • Coaching and in-depth training and feedback for your ongoing success.

  • A career in which you can feel good every day knowing you're making a difference in the lives of others.

  • No weekend work schedules and we offer advancement opportunities.

You Offer:

  • Strong communication skills, both verbal and written, organizational skills both analytical and problem solving, and the ability to work with confidential documents.

  • A positive outlook, dependability, accuracy and pride with your work.

  • Initiative, resilience, and cooperative nature to maintain a harmonious work environment that exceeds everyone's expectations.

  • A qualitative customer experience in the service of others.

Special Info: Due to anticipated volume of applicants, we will contact only those candidates who most closely match our requirements. OPA fills vacancies on a routine schedule to coincide with department training. Please note, multiple locations are available at this time and anticipated start dates of employment will be April 29, 2019.

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 received without the required materials will be considered incomplete.

Major Duties or Responsibilities:

Customer Service/Interview/Eligibility Processing

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

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

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

  • Monitors and re-determines eligibility and ensures accuracy and compliance.

  • Establishes a re-payment plan with the client, identifies suspected fraud, and makes a referral for investigation as applicable.

  • Receives and acts upon case findings from quality control reviews which could result in recalculating eligibility.

Physical and Environmental Demands: Office environment with prolonged computer time. 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, and positive public relations.

  • Exceptional customer service skills, over the phone and in-person.

  • Strong written and verbal communication skills.

  • Problem solving and mathematical skills.

  • Detail oriented, time management, and multitasking skills.

  • Ability to communicate effectively and accountable for a positive customer service interaction.

  • Ability to interview clients of diverse socioeconomic backgrounds and temperaments

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

  • 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.


  • Knowledge of public assistance programs and eligibility requirements.

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.


  • 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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Ssvf Rapid Resolution Service Coordinator (Great Falls)

Volunteers Of America Northern Rockies

Posted 1 week ago

VIEW JOBS 3/13/2019 12:00:00 AM 2019-06-11T00:00 VOA is a faith-based, non-profit organization dedicated to helping individuals, families, and communities reach their full spiritual, emotional and physical potential and well-being through a vast array of human services that target the elderly, at-risk youth, those striving to overcome substance abuse, those transiting from correctional centers, veterans, homelessness and more. Summary/Objective The Supportive Services for Veteran Families (SSVF) Rapid Resolution Service Coordinator is responsible for managing Veterans' mediation needs and enrollment into the SSVF program through constant and consistent assessments of housing and stability needs. This position will develop, monitor and evaluate the needs, barriers and housing plan progress, facilitate best practices in case management approaches to long-term stability for Veterans served in the program, and develop on-going and strong relationships with all community partners who may play a role in the successful outcome of each Veteran served. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Continually review the Supportive Services for Veteran Families (SSVF) website and program guide for an in-depth, comprehensive understanding of the SSVF program and its continued changes and updates. * Serve as a primary point of contact and liaison for the delivery of Rapid Resolution/Diversion work where needed and assigned. * Manage referrals from community partners and coordinators service-delivery with other SSVF employees as needed. * Initiates problem-solving discussions with veterans experiencing homelessness, focused on quickly resolving situations for the veteran. Completes Rapid Resolution screening to determine program eligibility. * Be prepared to thoroughly document all outreach conducted while also constantly researching potential new community partners to conduct outreach and awareness. * Develop a trusting relationship with Veterans and their families via appropriate case management and motivational interviewing techniques at a pace that is appropriate and comfortable for all those enrolled in SSVF. * Remain knowledgeable about specific resources available for Veterans, making referrals and performing appropriate follow-up through intensive case management services that meet the requirement for the Commission of Accreditation of Rehabilitation Facilities (CARF) standards surrounding case management services provided. * Work with the Veteran's Administration, Continuum of Care, and Service Coordinators to determine eligibility for services and other benefits, access to prove veteran status, and all other appropriate linkages to address stability and housing sustainability * Understand the SSVF program guide requirements for database entry, case management documentation, data collection, and tracking as well as guidelines and limitations on temporary financial assistance that can be provided to Veteran households to assist in their success in the program. * Provide assistance and expertise to landlords for conflict resolution, and problem-solving in dilemmas that may arise with housed Veterans enrolled in the program. * Must meet a minimum of 90% of the monthly, quarterly and fiscal year goals established by your direct supervisor for grant compliance and success in the program and position. * Be willing to take on new roles and responsibilities as the SSVF grant continues to shift and change. Competencies * Ability to work with potentially difficult people in confrontational and emergencies * Ability to work in non-traditional settings to meet the needs of those enrolled in the program * Ability to regularly and effectively deal with the public to include, but not limited to, community partners, congressional leadership, low-income families with significant substance abuse or mental health concerns and homeless populations * Efficient documenting, time management and computer skills * Continuous demonstration with individual/teamwork orientation and customer/client focus Supervisory Responsibility This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions within the SSVF program. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones. Physical Demands The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and stoop as necessary. Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. Travel This position requires travel as needed or assigned by the supervisor to effectively support Veterans enrolled in the program while performing outreach with Veterans and community partners in the community and for training needs as scheduled. Required Education, Experience or Eligibility Qualifications * Associate's degree in human services, behavioral science or related field with a minimum of two years of case management experience or closely related experience Or * High School diploma or equivalent and a minimum of three years of case management experience or closely related field experience * Valid driver's license * Adept with computer programs including but not limited to Microsoft Office suite and data information management systems * The employee must complete and pass Mediation training within the first six months to fulfill the positions' responsibilities. Training will be offered to fulfill this requirement. * Must have a valid driver's license and complete a federal criminal background check with an approved Preferred Education and Experience * A Bachelor's degree in human services, behavioral science or related field with one year of case management experience. * Mediation experience. EEO Statement VOA in an Equal Opportunity Employer (EEO) and complies with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Amendments Act (ADAAA). Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Volunteers Of America Northern Rockies Great Falls MT

Client Service Coordinator (01106, 02742, 30100, 30078, 30092)

State Of Montana