Disaster Assistance Lead

Career Opportunities: Disaster Assistance Lead (15568) Brief overview: This temporary position focuses on eligibility determination for disaster assistance under the Office of National Assistance program, part of the Federal Assistance for Individuals and Households Program (IHP). The role includes training staff, processing eligibility for IHP-ONA grants, handling requests for reconsideration, and contacting applicants statewide via an automatic call distribution system. Essential Job Functions (EJFs) Engage in intermediate-level communication to provide, exchange, and verify information, respond to inquiries, address concerns, and resolve issues or complaints. (20%) Respond to statewide inquiries and requests for assistance using an automatic call distribution (ACD) system via the toll-free State Disaster Assistance Help Line. (10%) Lead staff or projects, ensuring successful execution and adherence to objectives. (5%) Gather and verify necessary client information to determine eligibility, ensuring accuracy and compliance with agency standards. (15%) Analyze hotline calls and case records to assess compliance with policies and procedures, identify trends, recommend corrective actions. (10%) Conduct interviews with clients and authorized representatives to collect critical information for determining eligibility for benefits. (5%) Conduct reviews to determine or verify eligibility or continued eligibility. (10%) Document case records using automated equipment. (5%) Explain program services and policies to clients and refer them to agency programs, other state agencies, or community resources. (15%) Attend work on a regular and predictable schedule in accordance with agency leave policy and perform 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 resolve unclear or incomplete statements. Navigate and interpret information on the Federal National Emergency Management Information System (NEMIS). Establish priorities relative to importance, set goals, manage time efficiently, and complete work within required timeframes. Qualifications Initial Screening Criteria: High School graduate or equivalent. Experience with windows‑based software preferred. Previous experience with the Individuals and Households Program (IHP) preferred. Previous supervisory experience in a customer service‑related field preferred. Additional Information Upon hire, the selected candidate will be required to sign a Temporary Employment Agreement. The position is eligible for State of Texas employee benefits. Candidates must pass a FEMA background check and obtain FEMA suitability clearance. The role may require working beyond normal hours, including holidays and weekends; during high‑volume periods, shifts may extend to 10‑hour days up to six days a week, with additional overtime available. This position is telework‑eligible after a successful 30‑day probationary/training period. #J-18808-Ljbffr FALL CREEK FARM & NURSERY