Community Care Worker IV - Intake

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.

Job Title: Community Care Worker IV- Intake

Job Description

Community Care Worker IV - Serves as an advanced worker in providing direct delivery and contract services to Texans in need of Community Care Services in a Call Center Enviornment.  Reviews and responds to legislative and non-legislative inquiries.  Additional duties may include providing assistance and policy interpretation for other staff, training new staff, completing special reports, and serving as acting supervisor in the absence of the unit supervisor.  Work includes operating a computer.  Documents, verifies, troubleshoots, and/or research case information utilizing multiple automated systems such as SASO, TIERS, SharePoint, CSIL, NTK.  Assists the Intake Supervisor with supervision of unit.  Completes monthly reports as directed by Intake Supervisor.  Maintains confidentiality of all incoming and outgoing information.  Provides outstanding customer service in person, over the telephone and via e-mail.  Monitors the work of others to ensure timely action is taken on all requests to including appropriate routing to field staff.  Maintains a positive and productive attitude while working in a fast-paced environment. 

Essential Job Functions

• Attends work on a regular and predictable schedule in accordance with agency leave policy.
• Interviews applicants, individuals receiving services, and resource persons and conducts telephone contacts to assess the need for services and provides information and referral to other resources. (30%)
• Communicates on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. (20%)
• Prepares reports and analyzes information from multiple systems. Documents and verifies information utilizing multiple automated systems. (15%)
• Develops and maintains effective working relationships with management, staff, community partners, other state agencies, contractors, and others. (10%)
• Explains program benefits or requirements to clients.  Assists in interpreting policy and training new staff. (15%)
• Completes special assignments and/or reports. (5%)
• Performs other duties as assigned. (5%)

Registrations, Licensure Requirements or Certifications

Current Valid Driver’s License.

Knowledge Skills Abilities

• Knowledge of interviewing techniques to obtain personal information, to make inquiries, and to resolve conflicting statements.
• Knowledge of resources that serve individuals who are older or have a disability.
• Ability to effectively communicate orally and in writing.
• Ability to set priorities, establish timeframes, and meet deadlines.
• Ability to establish and maintain effective relationships with individuals receiving services, coworkers, contract agency staff, and staff from other federal or state agencies.
• Ability to understand and implement administrative procedures, interpret rules, regulations, and policies.
• Ability to assign and monitor the work of others to ensure appropriate and timely response to inquiries, complaints, projects, and assignments.

Initial Screening Criteria

• Prefer at least two years’ experience with Community Care Services.
• Application indicates willingness to travel at least 25% of the time to attend training, meetings, and to provide support to other offices.
• Professional experience working in social services.
• Experience with the use of SASO, NTK, TIERS, CSIL, Scheduler, Word, Excel, SharePoint, Internet, Outlook and CAPPS.
• Prefer at least one year of mentoring experience.
• Prefer experience serving as acting supervisor in the unit supervisor's absence.

Additional Information

Must have reliable transportation. Must be able to attend training which may require overnight stay. 

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