Call Center Representative (FULL-TIME)

Overview

Under the general direction of the Senior Program Manager of Supplemental Nutrition Assistance Program (SNAP) Programs or designee, the SNAP Program Manager provides leadership and operational oversight of the SNAP Employment and Training (known in Massachusetts as SNAP Path to Work) team within ForHealth Consulting. This role is responsible for managing staff and coordinating SNAP team activities, including partner recruitment and training, budget development, federal and state claiming processes, performance monitoring, and general departmental operations. The position is tasked with leading initiatives that advance ForHealth Consulting’s SNAP portfolio.

 

The successful candidate for this position will demonstrate operational management expertise, a strong aptitude for creative problem-solving, a commitment to implementing process improvements and innovative practices, and a comfort level with budgeting and financial decision-making. Exceptional organizational and leadership skills are essential, as the SNAP program manager must handle multiple assignments with minimal supervision and effectively collaborate with diverse internal and external partners. This position may require occasional travel to locations within Massachusetts and elsewhere in New England.

 

The Access and Eligibility Services (AES) group is part of ForHealth Consulting, a division of UMass Chan Medical School. AES supports critical state and federal public assistance programs on behalf of the Massachusetts Department of Transitional Assistance (DTA) to help hundreds of thousands of low-income individuals in Massachusetts with food and shelter expenses. ForHealth Consulting contracts with community organizations and agencies who provide services to DTA SNAP clients and applicants. SNAP Path to Work is a program that connects SNAP clients in Massachusetts with community providers of job skills training programs and employment preparation. The SNAP team at ForHealth Consulting assists DTA’s SNAP community partners to obtain federal dollars for eligible services under the SNAP Path to Work and Outreach programs by identifying allowable activities and funding streams, offering training and technical assistance, reviewing quarterly claims, and disbursing federal reimbursements.

Responsibilities

Responsibilities

• Provide supplemental support to the SNAP Senior Program Manager; manage general operations of the unit to meet client goals and expectations. Ensure appropriate staffing levels and timely completion of all projects and tasks.
• Oversee and manage staff activities related to preparing and completing federal claims and monitoring contracted partners. Review claims for accuracy and compliance and/or authorize claims for submission.
• Manage the work of the SNAP team to complete annual partner reviews and audits, including partner budget reviews.
• Assist in preparing operational budgets for the SNAP unit.
• Help develop, implement, and recommend improvements to SNAP programs to expand the partner base, increase federal claiming, and optimize outcomes for community partners. Develop and implement procedures and guidelines to accomplish project objectives and goals efficiently.
• Ensure that all activities of the SNAP unit and its policies and procedures for partners are compliant with applicable state and federal rules and regulations.
• Lead strategic recruitment efforts of new partners to address community and client needs.
• Collaborate with staff and support units to ensure timely and accurate financial reconciliation for SNAP-related activities.
• Manage staff and conduct annual performance reviews to ensure alignment with organizational goals and to foster individual growth and professional development.
• Foster a culture of innovation and continuous improvement among SNAP staff through regular meetings, ongoing awareness and support for new ideas.
• Represent the department in a professional capacity with internal management, contracted partners, DTA leadership, and other government agencies.
• Participate in the broader AES team and support its programs and projects where necessary.

Qualifications

Qualifications

• Bachelor's degree in Public Administration, Business Administration, Finance, Fiscal Management, or a related field, or two years of relevant professional experience in lieu of the degree.
• Demonstrated strong experience in supervision with the ability to manage and motivate staff
• Proficiency in computer-based tools, including spreadsheets and word processing software (MS Office Suite)

Additional Information

Preferred Qualifications:

• Knowledge of state and federal regulations as they apply to public assistance programs
• Understanding of SNAP regulations related to SNAP Employment and Training (SNAP Path to Work), strongly preferred
• Knowledge of United States Department of Agriculture Food and Nutrition Administration (USDA FNA) programs and/or experience working with the advocate community on nutrition and anti-hunger projects
• Experience in financial or operational management, including fiscal responsibility and decision-making
• Strong oral and written communication skills