Disaster Assistance Lead

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Functional Title: Disaster Assistance Lead Job Title: Human Services Spec III Agency: Health & Human Services Comm Department: DR4798 Administrative ONA Posting Number: 15568 Closing Date: 10/14/2026 Posting Audience: Internal and External Occupational Category: Office and Administrative Support Salary Range: $2,953.25-$4,365.66 Pay Frequency: Monthly Salary Group: TEXAS-B-13 Shift: Day Additional Shift: Telework: Eligible for Telework Travel: Up to 15% Regular/Temporary: Temporary Full Time/Part Time: Full time FLSA Exempt/Non-Exempt: Nonexempt Facility Location: Job Location City: AUSTIN Job Location Address: 4616 W HOWARD LN BLDG 8 Other Locations: MOS Codes: 42SX,4C0X1 Brief Job Description: 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 and processing eligibility for IHP-ONA grants, particularly in complex cases. This role also involves reviewing and processing requests for reconsideration of eligibility decisions, ensuring that the correct eligibility levels are applied. 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 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. The position may represent the Health and Human Services Commission (HHSC) in Disaster Recovery Centers. This Other Needs Assistance (ONA) temporary position assignment may last up to one year (potentially longer) depending on the disaster response need. It is telework-eligible after a successful 30-day probationary/training period and is eligible for full State of Texas benefits. Essential Job Functions (EJFs): 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%) Responds to statewide inquiries and requests for assistance using an automatic call distribution (ACD) system via the toll-free State Disaster Assistance Help Line. (10%) Serves as a lead, overseeing staff or projects, ensuring successful execution and adherence to objectives. (5%) Gathers and verifies necessary client information to determine eligibility, ensuring accuracy and compliance with agency standards. (15%) Analyzes hotline calls and case records to assess compliance with policies and procedures, identifying trends and recommending corrective actions where necessary. (10%) Conducts interviews with clients and their authorized representatives to collect information critical for determining eligibility for benefits. (5%) Conducts reviews to determine or verify eligibility or continued eligibility. (10%) Documents case records using automated equipment to form a record for client. (5%) Clearly explains program services and policies to clients and makes appropriate referrals to agency programs, other state agencies, or community resources. (15%) 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 and public groups. Communicating orally and in writing Mathematical computations Ability to: Listen, elicit and evaluate information, interpret terms, and resolve conflicting statements Read,understand,and apply a variety of interrelated instructions, such as guidelines, regulations, and policies. Screen applications, status reports, and case records to extract needed information and resolveunclear or incomplete statements. Navigating and interpreting information on the Federal National Emergency Management Information System (NEMIS). Establish priorities relative to importance, setting goals, managing time efficiently, and completing work within required timeframes. 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 supervisory 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. 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 tothose 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 View phone number on click.appcast.io. 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 Telework Disclaimer: This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs. #J-18808-Ljbffr Your Texas Benefits