Caseworker – Customer Care Unit

Work Type
Economic Services

Closing Date
March 18, 2020
Posted March 4, 2020

Agency Name
New Hanover County

Work County
New Hanover

Job Contact
Applications must be submitted through our online application system at

Job Location
1650 Greenfield Street
North Carolina
Job Description

The New Hanover County Department of Social Services is seeking experienced, detail-oriented, and customer friendly professionals to aid citizens in need of economic assistance in the role of a Human Services Caseworker.  This position is assigned to one of two customer care units who assist customers through various communication portals to include in-person, telephone, chat, or text.  The customer care unit is responsible for answering questions, processing changes to benefits, and explaining the requirements and benefits for all economic services programs. Candidates who are bilingual in Spanish are highly preferred and would receive a 5% increase in pay for all time spent using bilingual speaking abilities. Minimum Qualifications High School Diploma or General Equivalency Diploma (GED) and three years of related experience providing customer service in a setting with a high level of public contact; interviewing clients or families and using a computer for researching, searching and entering data.  Must possess excellent computer skills sufficient to use NC FAST, NC's online case management system, as well as various other search engines and software programs. Must be able to utilize complex automated systems and have knowledge of policies and procedures related to eligibility, determination and re-determination.

Previous experience as an Income Maintenance, Economic Services, or Universal Caseworker is strongly preferred. Experience in economic service assistance programs including Food and Nutrition and Medicaid is preferred.  
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