PT Benefits Access Coordinator

Job Title Description: Benefits Access Coordinator

Classification: Non-exempt

Reports To: Senior Manager of Public Policy and Benefits

POSITION SUMMARY

The Benefits Access Coordinator’s primary responsibility is to provide SNAP (Supplemental Nutrition Assistance Program) Medicaid, Medicare Savings Program, TANF and resource assistance to neighbors in Illinois. Benefits Access Coordinators will inquire about social determinates of health as they assess the neighbor’s eligibility for all applicable benefits and submit referrals to partner agencies.

The Benefits Access Coordinators will provide program information, eligibility pre-screening, application assistance (initial, mid-point reports and redeterminations) documentation collection and upload, initiate contact with local Family Community Resource Center office administrators to resolve case issues, advocate for neighbors and refer neighbors to the appropriate partners to address other services. The Benefits Access Coordinator will represent Northern Illinois Food Bank at meetings with stakeholders and exemplify the mission.

DUTIES AND REPONSIBILITIES:

• Assist with benefits applications and disseminate information in a variety of settings including but not limited SNAP Hub, food pantries, community agencies, pop up markets, mobile markets. The Benefits Access Coordinator will increase awareness of NIFB’s objective and support in Illinois.
• Benefits Access Coordinators will receive referrals from a number of sources including but not limited to Google SNAP, Booking, Find help, SNAP hotline, Community partners and their staff, pantries, townships, agencies, policing agencies, hospitals, senior sites, places of worship, health department and community centers.

• Communicate and respond to neighbors’ needs in a professional, positive manner, building credibility and rapport with all contacts. Benefits Access Coordinators will ensure empathetic, professional responsiveness with strong focus on communication style and knowledge of the various departments, resources, and offerings to include community partners, agency partners, and other affiliates. It is integral that coordinators focus on respect and always maintaining the confidentiality of Neighbor. Benefits Access Coordinators will work with neighbors to ensure they have a consistent and positive customer service experience of the highest quality. Collaborate, innovate, and improve our processes to best accomplish our goals.
• Complete a minimum of two (2) or more benefits applications per day (10 applications per week). Every attempt to satisfy the goals and objectives of the department is paramount. Benefits Access Coordinators will work with the Senior Manager of Public Policy and Benefits to assess needs and barriers as needed.
• Conduct at least four (4) outreach events per month in your service area

• Provide real time support and inquiry disposition. Employ active listening skills as neighbors convey needs. Share community resources.
• Accurately collect required contact information, including demographics for the tracking of program efforts, processes, and outcomes. Record interactions with neighbors by utilizing case notes in CRM to support business objectives. Record outreach events as well as any training opportunities you engaged in and record it in the appropriate section in Salesforce.
• Utilize resources in the Knowledge Base to ensure accurate, timely and useful information is available in an easy-to-use and easy-to-access format.
• Collaborate with all the departments within the food bank, interface with community partners including schools, health care providers, libraries, food distribution sites, meal programs, low-income housing units, and other non-profit organizations to improve and expand our resource database. Attend monthly Reginal Impact Team Meetings and weigh in how SNAP can assist neighbors and strategize about innovative ways to reach more neighbors.
• Provide at least 1-2 neighbor stories per week/month to manager to share with stakeholders and internally.
• Maintains professional and technical knowledge by attending regular training reviewing Illinois Department of Human Services (IDHS), Health and Family Services (HFS), United States Department of Agriculture (USDA), Sales force and Dial Pad.

BEHAVIORAL EXPECTATIONS

• Demonstrate behavior consistent with Northern Illinois Food Bank’s mission and vision.

• Understand safety policies and actively promote safe practices in the workplace and in the field at outreach events.

• Must be comfortable working with people from all walks of life, a strong commitment to equity and diverse backgrounds. This may include families, seniors, people from diverse cultures and backgrounds, immigrant populations, non-English speakers, genders, races, religions, sexual orientations, and socioeconomic backgrounds etc.
• Demonstrate self-reflection on how their own identities, experiences, and biases will impact team culture, employee well-being, and the implementation of the organization’s strategic plan.
• Supporting and collaborating on organization-wide equity and diversity efforts

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice due to changes within the Food Bank, Department, State or Federal Government.

REQUIRED EDUCATION, SKILLS AND EXPERIENCE

• A bachelor’s degree and 2-3 years’ experience in nonprofit/social services and call center experience a must.
• Advocacy and Public Policy experience is a plus.
• 1 year healthcare experience a plus.
• Ability to speak, write, and communicate fluently in both English, Spanish is a plus.

• Commitment to alleviating poverty through food assistance; ability to exemplify and promote the Food Bank’s mission, vision, and values
• Proficiency in Microsoft office (Outlook, Word, and Excel) and data entry
• Outgoing, commitment to addressing food insecurity
• Successfully demonstrate ability to reach neighbors from all socioeconomical backgrounds
• Technological skills (Teams, Zoom, Softphone, CRM system) required

• Demonstrated ability to plan, manage time, multitask simultaneously and follow through on multiple daily tasks and projects. Coordinator will have strong oral and written communication skills. Must be independent, self-motivated, detail and goal-oriented with planning and implementation skills

• Demonstrated familiarity with Microsoft Office Suite, Office 365, Outlook, Teams, Booking, PowerPoint, Word etc. Willingness to learn how to navigate Salesforce, Knowledge base and Dial Pad.

• Ability to work weekend hours as called upon.

• Comfortable speaking on the phone for long periods of time, communicating through email, teams, text, chat and talking face-to-face with others.

• Ability to work with flexibility, efficiency, and enthusiasm, both individually and as part of a team in a fast-paced, high-demand environment.

• Ability to work confidentially and with privacy in the SNAP hub and other centers with peers. One must have the ability to secure their workspace and equipment to prevent loss, damage, or breach of security.
• Ability to be a team player is paramount, ability to pivot as the climate and need changes. Must be able to take instruction, guidance and redirection to ensure efficiencies met.

• Attending in person training and meetings. The frequency and duration of these meetings is to be determined.
• Adhere to department standards, monitoring and coaching and case audits to ensure accuracy.
• Must be able to be logged into phone system daily in order to respond to neighbor inquiries.

• Interest in health equity, nutrition, food access, and/or other social determinants of health. Must complete CHW (Community Health Worker) / CAC(Certified Application Assister) /Navigator training if called upon as landscape changes.
• Access to reliable transportation, willingness to take instruction from Team Lead/Administrator as well as other senior members of the team.

WORK ENVIRONMENT

• Benefits Access Coordinator will be based in Winnebago at the Winnebago Community Market five (5) days per week. Coordinator will attend Outreach events in Boone, DeKalb, Ogle, Stephenson & Winnebago as called upon. You may be asked to support other counties as the need arises.

POSITION TYPE AND EXPECTED HOURS OF WORK

• This is a part-time position. This position is approximately 30-39 hours a week. You will work with the Senior Manager of Public Policy and Benefits to determine hours. Outreach hours vary. Candidates would need to be available to fulfill daytime, weekend and some evening hours to attend Outreach Events.

TRAVEL

• Must have reliable vehicle with a valid driver’s license and insurance.
• Must be able to travel to Geneva for team meetings as called upon and attend other meetings as assigned

AAP/EEO STATEMENT

Northern Illinois Food Bank is an Equal Opportunity Employer