Disaster Assistance Lead

About the role

The Disaster Assistance Lead role is a demanding yet rewarding temporary position focused on eligibility determination. Work involves assisting disaster victims with expenses or urgent needs by reviewing cases for corrections, additional information, or adjustments for grants under the ONA program, which is part of the Federal Assistance for Individuals and Households Program (IHP).

Responsibilities

• Engages in intermediate-level communication, both internally and externally, to provide, exchange, and verify information, respond to inquiries, address concerns, and resolve issues or complaints.
• Responds to statewide inquiries and requests for assistance using an automatic call distribution (ACD) system via the toll-free State Disaster Assistance Help Line.
• Serves as a lead, overseeing staff or projects, ensuring successful execution and adherence to objectives.
• Gathers and verifies necessary client information to determine eligibility, ensuring accuracy and compliance with agency standards.
• Analyzes hotline calls and case records to assess compliance with policies and procedures, identifying trends and recommending corrective actions where necessary.
• Conducts interviews with clients and their authorized representatives to collect information critical for determining eligibility for benefits.
• Conducts reviews to determine or verify eligibility or continued eligibility.
• Documents case records using automated equipment to form a record for client.
• Clearly explains program services and policies to clients and makes appropriate referrals to agency programs, other state agencies, or community resources.
• Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Requirements

High School graduate or equivalent. Experience with Windows-based Software preferred. Previous experience with the Individuals and Households Program (IHP) is preferred. Previous supervisory experience in customer service-related field preferred.

Qualifications

N/A

Skills

• Interviewing techniques to obtain personal information, make inquiries, and resolve conflicting statements.
• Applying guidelines, regulations, and policies to a variety of cases.
• Working with the public and public groups.
• Communicating orally and in writing.
• Mathematical computations.

Benefits

Comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

Pay

$2,953.25 - $4,365.66 monthly

Schedule

Day Shift

Additional Shift Telework

Eligible

Travel

Up to 15%

Regular/Temporary

Temporary

Full Time/Part Time

Full time

FLSA Exempt/Non-Exempt

Nonexempt

Facility Location

AUSTIN

Job Location City

AUSTIN

Job Location Address

4616 W HOWARD LN BLDG 8

Other Locations

MOS Codes: 42SX,4C0X1

Brief Job Description

The Disaster Assistance Specialist Lead role is a demanding yet rewarding temporary position focused on eligibility determination. Work involves assisting disaster victims with expenses or urgent needs by reviewing cases for corrections, additional information, or adjustments for grants under the ONA program, which is part of the Federal Assistance for Individuals and Households Program (IHP).

Essential Job Functions (EJFs)

• Engages in intermediate-level communication, both internally and externally, to provide, exchange, and verify information, respond to inquiries, address concerns, and resolve issues or complaints.
• Responds to statewide inquiries and requests for assistance using an automatic call distribution (ACD) system via the toll-free State Disaster Assistance Help Line.
• Serves as a lead, overseeing staff or projects, ensuring successful execution and adherence to objectives.
• Gathers and verifies necessary client information to determine eligibility, ensuring accuracy and compliance with agency standards.
• Analyzes hotline calls and case records to assess compliance with policies and procedures, identifying trends and recommending corrective actions where necessary.
• Conducts interviews with clients and their authorized representatives to collect information critical for determining eligibility for benefits.
• Conducts reviews to determine or verify eligibility or continued eligibility.
• Documents case records using automated equipment to form a record for client.
• Clearly explains program services and policies to clients and makes appropriate referrals to agency programs, other state agencies, or community resources.
• Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Knowledge, Skills and Abilities (KSAs)

• Overall program, including federal and state guidelines, regulations, programs, policies, and procedures.
• Federal, other state government, and private non-profit disaster recovery assistance agencies and programs.
• Interviewing techniques to obtain personal information, make inquiries, and resolve conflicting statements.
• Applying guidelines, regulations, and policies to a variety of cases.
• Working with the public and public groups.
• Communicating orally and in writing.
• Mathematical computations.