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Human Services Representative (METS Specialty)

THE POSITION

The Human Services and Public Health (HSPH) department of Health and Human Services (H&HS) is seeking individuals with strong customer service and communication skills, the ability to learn complex programs, and the desire to serve the community to fill multiple Human Services Representative (HSR) positions which will specialize with the Minnesota Eligibility Technology System (METS). These employees will play a part in the county's role in the state's Healthcare Exchange Program. Interested candidates will need to be able to handle a high level of demanding situations while engaging in heavy client interaction.

These positions are currently located in downtown Minneapolis at the Hennepin County Government Center.

Employees are offered the opportunity to gain development and experience to advance further in the department and county. By providing services and helping people who are in need, employees assist within Hennepin County's commitment to "Better Lives, Stronger Communities."

Candidates with fluency in Hmong, Russian, Somali, and/or Spanish in addition to English are encouraged to apply.
 
Primary duties and responsibilities of these positions include:
  • Assist and explain how enrollees use their coverage and educate enrollees in self-help strategies
  • Explain the Healthcare Program Enrollment process
  • Answer and access questions and refer to other public programs
  • Determine client eligibility for multiple federal, state, and local public assistance programs; recalculate ongoing benefit amounts required by changes in client status by reviewing and verifying client information, preparing budgets and related documents, and calculating benefit amounts in accordance with benefit standards
  • Use a variety of county and state computer systems to access client and case data; enter data, process, approve, and issue benefits; access manuals, guides, and other policy/program-related resources
  • Communicate complex program requirements, expectations, and timeframes to a diverse range of clients in person, over the phone, and in writing; communicate eligibility determinations and explain program guidelines to clients; refer clients to additional community resources as appropriate
  • Participate in and receive continuous training and learning opportunities
Best Qualified Candidates will have:
  • One of the following:
    • Two or more years of experience providing customer/client service
    • Completion of a Public Welfare Financial Worker Associate of Arts and Sciences (A.A.S) degree from an approved school
    • One year of the required experience and completion of the Career Connections Human Services Pathway Training Program
    • College coursework in human services or the behavioral sciences (60 semester credits or more) such as psychology, sociology, social work, or a related field
    • A combination of full-time customer/client service experience and college coursework in human services and/or the behavioral sciences equaling two or more years
  • Strong written and verbal communication skills; ability to work as part of a team
  • Skill in handling multiple complex and simultaneous tasks while recognizing priorities and meeting deadlines; good organizational and time management skills
  • Experience dealing with customers and team members with tact and discretion, and providing excellent service for diverse internal and external customers
  • Knowledge of community resources and/or Minnesota health care programs
  • Strong computer skills and the ability to adapt to new computer software and applications
  • Experience using a computer to input, retrieve, and modify information; perform data entry from paper documents and forms into a computer system
  • Ability to:
    • Use independent judgment
    • Conduct oneself professionally and handle sensitive/difficult issues in a tactful manner
    • Recognize and respect cultural differences and provide culturally appropriate services
    • Quickly adapt to changing policies and procedures
    • Deal with change and ambiguity
    • Use critical thinking and apply creative problem solving
Invitations to interview will be based upon an assessment of education and experience. Final candidates will be required to complete a background check. Successful candidates for bilingual positions must pass a language assessment to qualify for bilingual duties and pay.
 
Hennepin County envisions an organization where our commitment to diversity is fundamental in providing excellent service to our community.