Texas Works Advisor II

Texas Works Advisor:

The Texas Health and Human Services Commission (HHSC) seeks highly qualified candidates to fill the Texas Works Advisor position within the Office of Medical and Social Services (MSS), Access and Eligibility Services (AES) Eligibility Services 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.

(Open to current AES/Texas Works Employees Only)

Texas Works Advisor (CT) processes appeal requests and represents the agency during the Fair Hearing Process. 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 in person or via outbound phone call, documenting information gathered, determining eligibility for benefits, verifying case data, explaining program benefits and requirements. Work involves making outbound calls to verify client information. Reviews eligibility of clients for ongoing services.

Job requires detailed oriented individuals with ability to apply complex policies and procedures. May be assigned to special projects as needed.

Essential Job Functions:

Maintains a regular and predictable work schedule. Processes Fair Hearing requests, testifies during Fair Hearings as a technical authority on eligibility issues, and implements Fair Hearing decisions.

Reviews case records to determine validity and accuracy of eligibility determinations made by local office Advisors. Conducts case reviews and obtains information by observing and recording findings. Provides guidance to regional staff concerning potential errors made on a case.

Resolves complaints and escalated issues. Counsels clients on social services programs, and other state and federal regulations. Research policies and collaborates with regional attorneys.

Confers with Legal and Policy staff to obtain additional information bearing on hearings. Coordinates hearing activities, to include notifying key stakeholders of upcoming hearings to ensure that they attend said hearings as a witness. Interviews clients or authorized representatives via phone or in person to gather information to determine eligibility for benefits.

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 of client information.

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. Performs shadowing activities with incoming staff.

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, interview service times, 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 • 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 • Ability to work independently and under limited supervision

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 required. Eight months (8) months experience as a Texas Works Advisor required. TIERS and Eligibility Workload Management System (EWMS) knowledge preferred. Knowledge in SNAP and Medicaid policy and procedures is required.

Experience using manual and/or automated systems to determine eligibility for SNAP and Texas Works Medicaid programs is required. Knowledge in TANF policy and procedures is preferred.

Experience to indicate a general understanding of the knowledge, skills, and abilities needed to perform duties required. Experience in social service environment which may include but not limited to interviewing clients, gathering personal information, or making eligibility determinations is required. Application indicates willingness to work beyond normal work hours of 8AM-5PM as needed/required. Application indicates the willingness to travel 20% of the time required

Additional Information:

Note:REQ ID 604048 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.

• Open to current AES/Texas Works Employees Only

• Number of positions to be filled: TBD. This position can be housed in any HHSC office statewide depending on office availability.

The Texas Works Advisor I (TWA I)/ Medical Eligibility Specialist I (MES I)/ Hospital Based Worker I (HBW I) position is included in a career track series. After a probationary period of one year from hire date TWA/MES/HBW I's are automatically upgraded to a TWA/MES/HBW II 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.

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.

MOS Code:

N/A

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.

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