SSA Case Assistance Navigator - Call Center & Field Services

PRIMARY PURPOSE: The SSA Case Assistance Navigator provides support to low-income individuals in navigating and applying for the Supplemental Food Assistance Program (SNAP) benefits. This role assists neighbors in a call center and onsite at agency partners, ensuring they understand eligibility criteria and guiding them through the benefits application process.

MINIMUM QUALIFICATIONS: 

Education/Certification:

• Associate’s degree preferred; or an equivalent combination of education and/or relevant work experience
• Ability to obtain Case Assistance Navigator certification and pass a background check through the Texas Health and Human Services Commission (HHSC)

Special Knowledge/Skills/Abilities:

• Strong written, verbal, interpersonal, and customer service skills, with a focus on active listening, problem-solving, and empathy
• Confident in engaging with diverse individuals and groups to promote services and educate neighbors
• Highly organized with strong planning skills; able to manage multiple projects, maintain attention to detail, and meet deadlines in a fast-paced environment
• Comfortable working independently and collaboratively within a team
• Adaptable to changes in call volume, scheduling, or workflow, with strong time management to meet targets
• Exercises sound judgment and discretion while handling confidential information
• Proficient with MS Office Suite, Adobe, virtual meeting platforms, and navigating multiple software systems; able to quickly learn new applications
• Familiarity with client relationship management (CRM) software is a plus
• Ability to obtain and maintain a DOT Medical Examiner’s Certificate and meet applicable physical and safety requirements, in accordance with FMCSA guidelines, when performing assigned SNAP Mobile driving duties
• Bilingual or multilingual proficiency preferred (e.g., Spanish, Vietnamese, Pashto, or other languages relevant to the communities served)
• Minimum typing speed of 60 WPM

Experience:

• Two years of experience in customer service, social services, or sales roles, preferably in a call center environment

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Guide neighbors through the SNAP benefits application process, explaining eligibility requirements, required documents, and timelines
• Assist neighbors with completing and submitting accurate, process-ready applications, while educating them on available benefits and encouraging timely enrollment
• Conduct field-based engagement, develop partnerships, and implement tailored outreach campaigns to improve access to services and community well-being. 
• Maintain a high level of customer service, addressing neighbor questions and resolving issues efficiently
• Troubleshoot technical issues related to online benefits applications and guide neighbors through solutions
• Accurately document neighbor interactions, log calls, track application status and maintain neighbor files to support reporting, program monitoring, and compliance with grant requirements
• Work collaboratively with North Texas Food Bank (NTFB) staff, community partners, and internal and external stakeholders to increase participation in SNAP and other Texas benefits programs
• Conduct follow-up outreach with neighbors as needed to ensure applications are completed and submitted
• Meet individual and team goals based on NTFB’s strategic plan
• Follow Health Insurance Portability and Accountability Act (HIPAA) policies and procedures to protect sensitive health information, including proper handling, storage and transmission of neighbor data
• Regularly research local social services programs/organizations to continuously learn about additional resources that are available to neighbors being assisted
• May serve as backup driver for SNAP Mobile company vehicle to transport food products, equipment and staff members
• When operating the SNAP Mobile vehicle, comply with all applicable DOT, FMCSA, and safety regulations
• When assigned SNAP Mobile driving duties, complete Driver Vehicle Inspection Reports (DVIRs), and related documentation in accordance with DOT, FMCSA, OSHA, and company safety regulations
• Perform other tasks and duties as assigned

MENTAL DEMANDS:

• Ability to adapt effectively to workplace stressors, including customer complaints, compliance issues, and maintaining confidentiality, while managing competing priorities that support team success

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. 
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 
• The employee must occasionally lift and/or move up to 20 pounds.  

ENVIRONMENTAL FACTORS:

• Moderate noise (i.e., business office/call center with an open floor plan with computers, phone, and printers, light traffic)
• Work is also performed onsite at agency partner locations, including frequent outdoor work; the program operates year-round in non-hazardous weather conditions (cold, heat, rain or shine)
• Ability to work a flexible schedule, including nights, weekends and holidays as needed
• Reliable transportation and a valid DL and insurance are required for travel within our 12-county service area

The mental and physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

This is not necessarily an exhaustive list of all skills, duties, responsibilities, efforts, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, NTFB reserves the right to revise the job or to require other or different tasks be performed as assigned.

The North Texas Food Bank is an equal opportunity employer.