• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments • Use judgment within defined practices and procedures • Work directly with other support team members of all levels, as needed • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism • Be accessible and available to multiple customers • Establish priorities and communicate rationale and time-frame clearly to customers • Suggest articles to the knowledge base in an effort to promote self-help for our customers • Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns • Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures • Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues • Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution • Work directly with team members to resolve customer issues and request enhancements for our products • Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers • Participate in the testing of new product releases • Resolve or recommend resolutions to customer problems • Other duties may be assigned and/or modified as business needs change

• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments • Use judgment within defined practices and procedures • Handle questions and concerns with speed and professionalism • Suggest articles to the knowledge base in an effort to promote self-help for our customers • Be available to assist customers via Zoom video calls • Record incident-related information over the phone, chat, and email using various tools • Conduct analysis, gather information, and troubleshoot customer issues • Resolve issues related to software functionality/configuration, the Internet, hardware, and networking • Work directly with team members to resolve customer issues

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Functional Title: Eligibility Advisor I Job Title: Eligibility Advisor I Agency: Health & Human Services Comm Department: TW Reg 05 EOAPD Posting Number: 15006 Closing Date: 04/01/2026 Posting Audience: Internal and External Occupational Category: Community and Social Services 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 10% Regular/Temporary: Regular Full Time/Part Time: Full time FLSA Exempt/Non-Exempt: Nonexempt Facility Location: Job Location City: WOODVILLE Job Location Address: 930 N MAGNOLIA Other Locations: MOS Codes: No military equivalent Brief Job Description: Are you a highly motivated, compassionate and dedicated individual looking for a rewarding career assisting the most vulnerable citizens of Texas in need of food, medical care, cash assistance and other social services? If so, the Texas Health and Human Services Commission (HHSC) Access and Eligibility Services (AES) division is looking for individuals who want to join an exciting, dynamic team working in a high-performing and innovative environment. AES provides an integrated and streamlined approach to connect individuals to services and supports that: reduce institutionalization, allow individuals to remain in their communities, and promote economic and personal self-sufficiency. AES is built upon its’ core values of respect, ownership, collaboration, and integrity with a goal of delivering best-in-class customer service to clients and stakeholders. Our staff are well organized, able to multi-task, possess the ability to learn policy regulations, able to thrive in a challenging, fast-paced, and evolving environment, have good communication skills, a positive attitude, strong work-ethic and a desire to help others. If you also possess these skills, then we are looking for you. We want you to join our team! The Eligibility Advisor I position consists of three job classifications; Eligibility Advisor, Medical Eligibility Specialist, and Hospital Based Worker that establish eligibility for different financial and medical programs. These include the Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), Medicaid for the Elderly and People with Disabilities (MEPD) and Medicaid. The Eligibility Advisor I position is included in a career track series. After a probationary period of one year, an Eligibility Advisor I will be considered for an upgrade to an Eligibility Advisor II position once performance requirements are met. Based on current training requirements, applicants who have AES program eligibility experience as an Eligibility Advisor II or higher, within one year of the application date, may be considered for rehire at the Eligibility Advisor II level. Essential Job Functions (EJFs): As an Eligibility Advisor I, you will receive paid, formal, training to perform the following essential job functions: - Interview applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine financial eligibility for public assistance programs. - Evaluate data from various electronic and other sources to enter information into a computer-based eligibility system. - Compute and authorize benefits based on eligibility determination. - Process work in accordance with state and federal regulations and established procedures, guidelines, and timeframes. - Perform other duties, as assigned. Must be able to work overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon. Must be able to work in a highly stressful and fast-paced environment under constant pressure to meet required deadlines. Knowledge, Skills and Abilities (KSAs): In addition to the above listed functions, the following knowledge, skills, and abilities are needed: - Use fact-finding techniques to obtain, relate and evaluate information provided by applicants. - Read, understand, apply, and explain detailed regulations and policies. - Perform basic arithmetic functions. - Manage time efficiently by establishing priorities in accordance with importance of deadlines. - Establish and maintain effective work relationships with others. - Ability to communicate effectively both verbally and in writing. - Follow written and oral directions and instructions. - Operate computers to perform data entry and basic office software use such as Microsoft Word, Outlook, and Excel. General knowledge and proficiency with computers and related technologies, such as software, hardware, operating systems, and typing skills. Using Microsoft Teams and potentially soft phone technology is part of the everyday job expectations. Registrations, Licensure Requirements or Certifications: N/A Initial Screening Criteria: Applicants must meet the following education and experience requirements: Education: High School Diploma or GED equivalent is required. Sixty (60) semester or ninety (90) quarter hours from an accredited college or university is preferred. Experience: One (1) year of customer service experience with public contact which can include retail, call center, clerical, hospitality, banking, receptionist, or similar customer service experience. Thirty (30) semester or forty-five (45) quarter hours from an accredited college or university may be substituted for one (1) year of required experience. Experience in an environment interviewing clients and gathering personal information in-person or over the phone is preferred. Additional Information: This posting may be used to fill positions in other locations within the region, as vacancies occur. Access and Eligibility Services Field Office normal hours of operation are Monday-Friday 8:00am to 5:00pm. Employees may be required to work overtime, as required by management, outside of normal hours of operation, which may include weekends. Applicants selected for hire will be required to pass a fingerprint criminal history background check. Applicants may not have a history of substantiated fraudulent activity against HHSC or any program it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment. Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC. 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 to those 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 1-888-894-4747. 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.

Frontier Behavioral Health’s presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey. If you want to have a positive impact in the lives of others come join us! WHY CHOOSE FRONTIER BEHAVIORAL HEALTH? - At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee’s contribution to our mission. - Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County. - At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more. - Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve. Please note these positions are located in Spokane, WA and remote work status is available after in-person training and core competencies have been evaluated and demonstrated as determined by FBH. SHIFT AVAILABLE: Monday-Friday 3PM-11:30PM - This shift is eligible for added shift differential of 6.23% to the base pay listed below. ​Telephone crisis intervention services is a 24/7/365 behavioral health crisis hotline for a six-county region. The crisis hotline is staffed by skilled professionals that triage and assess crisis by phone and make appropriate referrals to resources, mobile crisis staff or Designated Crisis Responders. The regional crisis line is accredited by the American Association of Suicidology and is a provider for the National Suicide Prevention Lifeline network and is part of the 988 National Suicide Prevention Line to ensure everyone experiencing a behavioral health crisis in the Spokane Regional Service Area have immediate access to suicide prevention and crisis services through a three-digit phone number. When you become a skilled professional in telephone crisis intervention, you are contributing to the solution for people and professionals in the community. The experience and skills gained as a telephone crisis interventionist, will be useful to you and your community for the rest of your life, not just the rest of your career. The Crisis Triage Specialist provides telephone crisis intervention and evaluation services for youth, adults and families in a behavioral health crisis. The Crisis Triage Specialist conducts telephone assessments with or on behalf of individuals whose health or safety is in danger because of a mental health or substance use condition, collaborates with individuals, family, and community partners to develop and implements "viable less restrictive alternatives to hospitalization" in situations where appropriate or assist with facilitation of inpatient treatment. ESSENTIAL DUTIES AND RESPONSIBILITIES includes but are not limited to the following: - Provide telephone triage services to individuals requesting assistance or 3rd party referral sources to provide community stabilization services to the identified individual in crisis. - Complete risk assessments to determine if caller is at risk for suicide and/or homicide, and who may need an immediate response, which may include referrals to Law Enforcement, DCR, and/or Active Rescue to maintain his/her safety or the safety of others. - Must be able to manage multiple calls in a professional and engaging manner. - Assist clinical staff with follow up phone calls as requested and appropriate. - In collaboration with clients and their support system, develop stabilization and safety plans. - Complete comprehensive documentation which supports the safety plan as indicated. - Possess an in-depth knowledge of community resources and ability to access resources to support and address client needs. - Accept delegation and follow through with specific expanded assignments and responsibilities within FBH system such as quality improvements teams, task groups, committees, consultations, mentoring or training responsibilities. - Maintain client records and all other required documentation in a timely and confidential manner, in accordance with agency policies and practices. - Regional Crisis Line Specialists must adhere to NCQA standards - Other duties as assigned by agency or supervisor. QUALIFIED CANDIDATES WILL HAVE: REQUIRED: - Bachelor’s degree in Behavioral Health or related field - Applicants will not be considered that do not meet this requirement. - Must apply for a Counselor Agency Affiliated – Registered credential from the WA State Department of Health within 30 days of hire. PREFERRED: - Two years of experience serving individuals with behavioral health needs - Experience with crisis intervention, including risk assessments KNOWLEDGE, SKILLS & ABILITIES: - Strong engagement and customer service skills, empathy, ability to remain calm, professional, and clear headed during escalated situations. - Knowledge and skills in working with individuals with mental health and/or substance use disorders - Knowledge of all WAC and RCW requirements for Crisis - Ability to communicate and engage effectively with individuals of varied, backgrounds, trauma experiences, cultures, education level and socio-economic status. - Demonstrate evidence of critical thinking, decision-making ability and problem-solving skills. - Knowledge of community resources is necessary to assist callers with viable resources. - Ability to work autonomously PHYSICAL, SENSORY & ENVIRONMENTAL: The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. - Work is generally performed in an office setting which may involve sitting and use of computers for four to eight hours per day. - May be required to lift 10 - 20 pounds. - Work may be performed out of office and travel may be needed to outside areas. - Blood-borne Pathogen Category III - No predictable exposure to blood-borne pathogens. PAY RANGE (Hourly/ Non-Exempt): $25.89-$31.53 - All pay is based on longevity at Frontier Behavioral Health; thus, the starting base pay for this position is $25.89 per hour. - This shift is eligible for added shift differential of 6.23% added to the base pay above. Our Benefits and Perks are Amazing! ​WE BELIEVE IN WORK LIFE BALANCE: - Paid Time Off – Employees accrue up to 26 days of PTO in the first year of employment! - Plus 9 Paid Federal Holidays! - Sick Leave – Extended Sick Leave and Paid Sick and Safe Time. - Some positions qualify for a Compressed Workweek option resulting in up to additional 26 days off per year. BENEFITS: www.fbhwa.org/careers/benefits - Medical, Dental and Vision - Retirement – We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match. - Flexible Spending Accounts - Life Insurance – Company paid coverage that starts the first of the month following 6 months from your date of hire. PERKS: www.fbhwa.org/careers/perks - Signing Bonus! - No-cost licensure supervision for those pursuing clinical licensure. - Federal and State Loan Forgiveness Program for qualifying Programs. - Reimbursement of License/Certification application fee that is required for the position. - Free Employee Assistance Program - Staff Discounts at various FBH partners throughout Spokane! Benefits described above are based on employees who hold .5 FTE positions or greater and/or some benefits vary based on FTE. PRN positions are not benefit eligible or eligible for a sign on bonus.