Supplemental Nutrition Assistance Program (SNAP) Case Worker - Eastern Region - Continuous Posting

Build a Rewarding Career While Making a Difference! Are you passionate about helping others? Do you thrive in a fast-paced, people-focused environment? Are you a customer service professional looking for a rewarding new career? The Massachusetts Department of Transitional Assistance (DTA) is seeking motivated, compassionate, and detail-oriented individuals to join our team as Supplemental Nutrition Assistance Program (SNAP) Case Workers. This is an exciting opportunity to make a meaningful difference in the lives of Massachusetts residents by connecting individuals and families with essential food assistance benefits and resources that promote stability and economic self-sufficiency. Whether you are exploring a career change or looking to build upon your experience in customer service, human services, or administrative support, this position offers an opportunity to put your skills to work for a greater purpose. Successful candidates will possess strong communication, organizational, and problem-solving skills, along with the ability to navigate computer-based systems, manage multiple priorities, and deliver exceptional customer service to individuals from diverse backgrounds. No previous SNAP casework experience? DTA provides comprehensive training, ongoing guidance, and support to help you succeed. Through this training, you will develop valuable skills in eligibility determination, case management, and connecting clients with community resources. Join a dedicated team of public service professionals and take the next step toward a fulfilling career with the Commonwealth of Massachusetts.

Eastern Region Office Locations:

• Quincy Office: 16 Hancock Street, Quincy, MA
• Jackson Office: 1785 Columbus Avenue, Roxbury, MA
• Nubian Office: 2201 Washington Street, Boston, MA

Please Note: Employment offers and office assignments are based on agency staffing needs. DTA seeks individuals who are passionate about public service, excel in collaborative and fast-paced environments, and are committed to providing respectful, equitable, and responsive services to the communities we serve. Duties and Responsibilities (These duties are a general summary and are not all-inclusive):

• Assist individuals and families with determining initial and ongoing eligibility for SNAP benefits and other applicable assistance programs.
• Complete case actions through an action-based, first-available-worker process, ensuring timely, accurate, and thorough completion of assigned tasks.
• Conduct client interviews by telephone and through other approved communication methods to gather, review, and verify information using agency eligibility systems.
• Maintain accurate client records, process case updates, and ensure compliance with established policies and procedures.
• Explain eligibility determinations, program requirements, and available benefits clearly and professionally.
• Connect clients with additional assistance programs, community organizations, healthcare providers, and other resources that support individual and family stability.
• Review and evaluate client information, resolve discrepancies, and make informed decisions consistent with applicable laws, regulations, and agency guidelines.
• Deliver responsive, compassionate customer service while effectively managing multiple priorities in a high-volume environment.

Required Qualifications:

• Knowledge of proper English grammar, spelling, punctuation, and sentence structure, including the ability to prepare clear and accurate written communications.
• Knowledge of basic mathematical principles and calculations.
• Knowledge of interviewing techniques used to gather and evaluate information.
• Knowledge of community resources, referral services, and social service programs available to assist individuals and families.

Preferred Qualifications:

• Strong customer service and interpersonal skills, with the ability to communicate effectively and professionally with individuals from diverse backgrounds.
• Excellent organizational and time-management skills, including the ability to prioritize assignments and manage multiple responsibilities.
• Proficiency with computer-based applications, data entry, and electronic recordkeeping systems.
• Ability to conduct client interviews, gather relevant information, review documentation, and make accurate, informed determinations.
• Ability to interpret, apply, and clearly explain laws, regulations, policies, and procedures.
• Strong written and verbal communication skills, including the ability to maintain accurate records and handle confidential information with discretion.
• Demonstrated problem-solving skills and the ability to evaluate information, identify appropriate solutions, and exercise sound judgment.
• Ability to work independently and collaboratively as part of a team in a fast-paced, service-oriented environment.
• Strong interpersonal awareness, empathy, and professionalism when assisting individuals experiencing financial hardship or challenging personal circumstances.
• Ability to remain composed, adaptable, and productive when managing competing priorities and stressful situations.
• Experience in customer service, human services, case management, administrative support, or other positions involving direct interaction with the public.
• Bilingual or multilingual proficiency is highly desirable given the diverse populations served by the agency.

Agency Mission The Department of Transitional Assistance (DTA) assists and empowers low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long-term economic self-sufficiency. DTA serves approximately one in six Massachusetts residents through direct economic assistance, Supplemental Nutrition Assistance Program (SNAP) benefits, and workforce training opportunities. Take the next step toward a meaningful career. Join DTA and help strengthen communities across Massachusetts, one individual and family at a time.

Learn more about our services and programs visit: www.mass.gov/dta

Pre-Offer Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website. Please be advised that you have applied to a “Continuous Posting.” Continuous postings are used for high volume positions which require continuous hiring. Candidates who apply to this posting will remain active in the “continuous posting” for 90 days and will be considered as openings arise. Although we cannot guarantee every candidate will be considered, as selection is based on job availability and individual staffing needs of the agency, candidates are strongly encouraged to reapply after 90 days. ADA Reasonable Accommodation: If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4.

MINIMUM ENTRANCE REQUIREMENTS:

At least two years of full-time, or equivalent part-time, professional or paraprofessional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling.

SUBSTITUTIONS:

• A Bachelor's or higher degree may be substituted for the required experience on the basis of two years of education for one year of experience.
• One year of education equals 30 semester hours. Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.

LICENSES: Based on assignment, travel may be required. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Class D Motor Vehicle Operator's license or the equivalent from another state.

Comprehensive Benefits When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards!

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.