Disaster Assistance Specialist Lead

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our 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. Explore more details on the Benefits of Working at HHS webpage.

Brief Job Description:

This Other Needs Assistance (ONA) temporary position assignment may last up to one year (potentially longer) depending on the disaster response need. Part-time telework up to 3 days a week may be available based on performance, compliance with the agency's telework policy, and business requirements after successful completion of 30-day training period. Telework arrangements are subject to adjustment and change based on policy and operational requirements.

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).

The job involves training staff and assigning work, as well as determining, adjusting, and processing eligibility for IHP-ONA grants, particularly in complex cases. An automatic call distribution (ACD) system is used to handle statewide inquiries and requests for assistance, including interviewing applicants, their representatives, and other sources to gather and verify information to process eligibility. The role also involves reviewing and processing requests for reconsideration of eligibility decisions, ensuring that the correct eligibility levels are applied.

The role requires researching and analyzing information to resolve issues, problems, and complaints. The Federal Emergency Management Information System (NEMIS) is used to document, update, and review case records. In some cases, the role may involve representing Health and Human Services at the State Emergency Operations Center, Disaster Recovery Centers, and town hall meetings related to disasters, as well as reviewing press releases.

Essential Job Functions (EJFs):

Communication & Information Exchange: 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. (20%)

Project Leadership: Serves as a lead, overseeing staff or projects, ensuring successful execution and adherence to objectives. (15%)

Client Information Verification: Gathers and verifies necessary client information to determine eligibility, ensuring accuracy and compliance with agency standards. (10%)

Case Record Review: Analyzes case records to assess compliance with policies and procedures, identifying trends and recommending corrective actions where necessary. (10%)

Client Interviews: Conducts interviews with clients and their authorized representatives to collect information critical for determining eligibility for benefits. (10%)

Eligibility Reviews: Conducts reviews to determine or verify eligibility or continued eligibility and benefit level. (10%) 

Representation & Advocacy: Represents the assigned area in planning sessions, committees, workgroups, meetings, conferences, or hearings, addressing significant issues. (5%)

Client Status Management: Processes changes to client status, including handling overpayments and making necessary adjustments or restorations of benefits. (5%)

Record Documentation: Documents case records using automated equipment to form a record for client. (5%)

Program Explanation & Referrals: Clearly explains program services and policies to clients and makes appropriate referrals to agency programs, other state agencies, or community resources. (5%)

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned. (5%)

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

• 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 

Skill in:

• 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.
• Communicating orally and in writing.

Ability to:

• Listen and evaluate information and identify and resolve conflicting information.
• Read, understand, and apply a variety of interrelated instructions, such as guidelines, regulations, and policies.
• Complete work within required timeframes
• Screen applications, status reports, and case records to extract needed information and resolve unclear or incomplete statements.
• Navigate and interpret information on the Federal National Emergency Management Information System (NEMIS) and provide clear and concise information and written comments in NEMIS regarding case information.
• Establish priorities according to relative importance and deadlines, setting goals, and managing time efficiently.
• Add, subtract, multiply, and divide whole numbers.

Registrations, Licensure Requirements or Certifications:

“N/A”

Initial Screening Criteria:

High School graduate or equivalent.

Experience with windows-based software preferred.

Previous experience with the Individuals and Households Program (IHP) is preferred.

Previous management level experience in customer service-related field preferred.

Additional Information:

Upon hire, the selected candidate will be required to sign a Temporary Employment Agreement. This position is eligible for State of Texas employee benefits.

Candidates for positions with ONA must pass a FEMA background check. FEMA’s suitability determination is required to issue credentials for access to data, records, and systems which requires U.S. citizenship. The job offer depends on receiving full suitability clearance from FEMA.

This position requires working beyond normal work hours, including holidays and weekends. During periods of high-volume disaster response, the work schedule will extend to six days a week with 10-hour shifts between 7:00 AM and 7:00 PM. Additional overtime may be available.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form