Connecticut Foodshare serves the state through a network of food distribution programs, and outreach to clients as part of our mission to deliver an informed and equitable response to hunger. The SNAP Outreach team is located in our Bloomfield Facility and is a call center model to help people apply for federal SNAP benefits. The SNAP Outreach Representative provides support and guidance to help Connecticut households access benefits for the Supplemental Nutrition Assistance Program (SNAP) by working directly with clients to answer questions and help them apply for SNAP benefits over the phone. This position reports to the SNAP Outreach Program Manager.

Job Responsibilities

• Provide phone assistance to clients in a timely, informed, and professional manner
• Complete applications for SNAP benefits over the phone with clients- this is a large portion of the position responsibilities
• Respond to client inquiries and voice mails over the phone to schedule appointments and answer questions about accessing food assistance and SNAP benefits
• Initiate calls to set up appointments for clients replying to our advertising
• Preserve client confidentiality during handling of all aspects of the application process
• Maintain a comprehensive understanding of current SNAP policies and procedures
• Inform clients on food and non-food assistance resources available in Connecticut
• Complete necessary documentation and required client follow-up
• Support various office functions to strengthen the efficiency of the SNAP Outreach program
• Complete accurate documentation, including client records, data entry and required reporting
• Update the program’s promotional materials and follow-up documents with current information
• Assist with volunteer schedules and volunteer training materials
• Work collaboratively as part of the Network and Programs Team to reach people for information and assistance
• Respond in a timely manner to partner program questions, feedback, and requests for information.
• Contribute to solutions and innovations to improve the outreach program

• Bachelor’s degree in social work, human services, or related field; or 5 years’ experience in related field
• Fluency in English and Spanish (written and verbal) required - additional languages a plus
• Prior experience with SNAP or similar government regulated benefits programs

Qualifications:

• Ability to relate effectively with other staff, volunteers, community partners and the general public
• Strong attention to detail, comfort with data collection and commitment to accuracy is essential
• Ability to maintain client confidentiality and handle difficult or complex situations with tact and kindness
• Demonstrated ability to prioritize, manage multiple projects simultaneously, and meet deadlines
• Excellent verbal, interpersonal, written, and telephone communication skills
• Excellent client service skills, with an ability to effectively and respectfully interact with people of diverse backgrounds on a regular basis, both on the phone and in person
• Strong computer skills using Windows Office
• Proficiency in Microsoft Office Suite required, including excellent proficiency in Excel
• Demonstrated problem solving skills and ability to listen, assess and troubleshoot barriers
• Ability to set own priorities and work independently

Work Requirements:

• Computer and phone work for extended periods of time
• Occasional evening and weekend work possible.
• Must have valid driver’s license and reliable transportation to perform occasional off-site duties