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Human Services Consultant: Help Desk

Human Services Consultant: Help Desk Work for Indiana Grow your career with the

2019-12-06 2020
State of Indiana
Position: Services Consultant Salary: $33,748 per year Type: Full Time Location: Indianapolis, IN
Work for Indiana
Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a
diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities.
As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.
About the job:
This position is responsible for manning the Policy Answer Line (PAL) Help Desk.
The Human Services Consultant serves as a program development and/or field consultant in a state agency.
Essential Job Responsibilities:
The essential functions of this role are as follows:
Answer incoming calls from throughout the State within 2 rings, including log in of the call into the Help Desk database
and routing to appropriate staff/program within 24 hours of call.
Complete daily assigned tasks including Policy Answer Line, Systematic Alien Verification Entitlement (SAVE) requests and
system fileaid requests.
Research and respond to calls in writing to integrated policy inquiries.
Possess a clear understanding of case processing procedures both in ICES and in manual mode.
Responses must be accurate, consistent with policy and ensure that policy is accurately and consistently for every
Required to document all interactions on inquiries received.
Develop and maintain a strong working knowledge of systems related to eligibility including ICES, FACTS, AIM, SAVE,
Project Tracking System and EBT in order to perform daily assigned duties.
Develop and maintain a strong working knowledge of eligibility criteria and procedural guidelines including familiarity
with State rules, regulations and policy.
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that
are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
Preferred Experience:
Experience in working with the Indiana Client Eligibility System (ICES), FACTS and of casework completed within the
Excellent communication skills, both verbal and written.
Experience in working with the MS Office products
Must have the ability to understand and comprehend policy and regulations in order to provide accurate responses to
Thorough knowledge of the grants process including allocation, protocol, contracting and evaluation;
Specialized knowledge of the program area;
Expert knowledge of program-specific networks, terminology and concepts used in the field;
Specialized knowledge of departmental, divisional and unit policies and procedures;
Working knowledge of fiscal concepts;
Skill in interpersonal relationships, organizational methods and managerial styles;
Ability to solve complex problems independently;
Ability to manage assigned work with minimum direction;
Effectively communicate, both orally and in writing
Supervisory Responsibilities/Direct Reports:
This role does not provide direct supervision to direct reports.
Hire Salary: The annual minimum starting salary for this position is $ 33,748.00.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Four (4) medical plan options (including RX coverage) and vision/dental coverages
Wellness program (offers eligibility into a discounted medical plan)
Health savings account (includes bi-weekly state contribution)
Deferred compensation account (similar to 401k plan) with employer match
Two (2) fully-funded pension plan options
Group life insurance
Employee assistance program that allows for covered behavioral health visits
Paid vacation, personal and sick time off
Competitive leave policies covering a variety of employee needs
12 company paid holidays, 14 on election years
Qualified employer for the Public Service Loan Forgiveness Program
New Parent Leave
Free Downtown Parking
If this is an Intermittent position, the position does not offer benefits and is limited to 180 working days in an eleven (11)
month continuous period.
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer


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