State Supplement Program Coordinator

Under the general direction of the Director or designee, the SSP Program Coordinator conducts client case analysis, processes benefit eligibility determinations, and provides telephonic client assistance in a fast-paced, call-heavy environment. The Program Coordinator will make decisions and updates on client cases that impact these individuals' access to important state benefits.

The Access and Eligibility Services group supports critical state and federal public assistance programs on behalf of the Massachusetts Department of Transitional Assistance (DTA) to help hundreds of thousands of low-income individuals in Massachusetts with food and shelter expenses. The SSP is a DTA program that provides approximately $156 million annually in cash payments to 167,000 low-income aged and disabled clients. ForHealth Consulting at UMass Chan Medical School administers the SSP on behalf of DTA.

Complete comprehensive case reviews to determine client benefit eligibility by researching, analyzing and validating data, and processing incoming eligibility information, applying knowledge of state and federal regulations.
• Handle inbound and outbound calls with clients, payees and other parties who have questions, concerns, and requests related to SSP. Conduct even challenging calls with a patient, calm and respectful demeanor, and provide clear, concise and consistent information that accurately reflects current program policies and procedures.
• Make accurate and timely updates to client case records (demographic, eligibility, and payment details) as necessary and as determined by incoming information from various sources, including submitted forms and documentation, phone calls, external data files and reports, and system queues.
• Evaluate and monitor client cases to ensure compliance with applicable rules and regulations.
• Assist in identifying potential quality assurance, quality control, program integrity and system issues and areas for continuous quality improvements.
• Assist in the development of program procedures in compliance with policies and regulations.
• Assist in the design and testing of changes and additions to SSP system functionality.
• Represent the program at SSP appeal hearings as assigned, providing an explanation of SSP's determination based on state and federal regulations.
• Handle inbound and outbound calls with clients, payees and other parties who have questions, concerns, and requests related to the SUN Bucks program as requested. Conduct even challenging calls with a patient, calm and respectful demeanor, and provide clear, concise and consistent information that accurately reflects current program policies and procedures.
• Participate in various analysis and special projects and prepare reports of findings as assigned.
• Support related human services programs of the Access and Eligibility Services group where necessary.

Required Qualifications:

• Bachelor's degree or at least 2 years of equivalent experience
• Excellent interpersonal communication skills with individuals across a broad range of cognitive ability
• High comfort level with phone calls
• Strong working knowledge of computer systems and programs, particularly Microsoft Office applications (Word, Excel, PowerPoint)
• Strong written communication skills
• Ability to read, interpret, apply and explain the provisions of the laws, regulations, policies and procedures governing program eligibility and operations for SSP and SUN Bucks
• Ability to exercise self-accountability, seek out and follow current procedures, and adapt to changes
• Ability to prioritize effectively to meet deadlines under pressure
• Demonstrated sensitivity to the needs and concerns of aged/disabled and economically vulnerable populations
• Ability to maintain confidentiality of client personal information in accordance with applicable laws, regulations and program policies

Preferred Qualifications:

• Demonstrated knowledge of public assistance programs, preferably Title II and Title XVI of the Social Security Act and those programs administered by the Department of Transitional Assistance or similar public service agency
• Case management, client assistance, or customer service experience
• Fluency in an additional language, preferably Spanish