State Supplement Program Coordinator

Why Join Us?

Purpose-driven work: Help ensure some of the Commonwealth's most vulnerable residents can access essential benefits.
• Professional growth: Engage in cross-functional projects, system testing, and procedure development.
• Collaborative environment: Work alongside mission-oriented professionals committed to service excellence.

General Summary of the Position

Make a direct impact on the lives of thousands of older adults and individuals with disabilities across Massachusetts. As an SSP Program Coordinator, you will play a key role in helping residents access essential state benefits by evaluating benefit eligibility, guiding clients through program requirements, and ensuring accurate case management in a dynamic, fast-paced environment.

The Access and Eligibility Services group supports critical state and federal public assistance programs on behalf of the Massachusetts Department of Transitional Assistance (DTA). The State Supplement Program (SSP) provides approximately $156 million annually in cash benefits to more than 167,000 low-income aged and disabled clients-and ForHealth Consulting at UMass Chan Medical School administers the SSP with a mission-driven focus on quality, integrity, and client service.

• Conduct comprehensive case reviews to determine benefit eligibility by researching, analyzing, and validating incoming client data in accordance with state and federal regulations.
• Serve as a direct point of contact on inbound and outbound calls with clients, payees, and authorized parties, providing patient, clear, and consistent guidance, even during challenging conversations.
• Make timely, accurate updates to client case records, including demographic details, eligibility status, and payment information, based on submitted documents, phone communications, data files, reports, and system queues.
• Continuously monitor cases to ensure compliance with all applicable program rules and regulations.
• Identify potential quality assurance, program integrity, or process issues, and contribute to ongoing improvements that enhance program performance.
• Assist in developing and refining program procedures to ensure alignment with policy and regulatory requirements.
• Support the design, testing, and implementation of updates and enhancements to SSP system functionality.
• Represent the program at SSP appeal hearings, clearly explaining SSP determinations in accordance with state and federal regulations.
• Provide telephonic support for the SUN Bucks program as needed, delivering the same high-standard, policy-accurate assistance.
• Participate in analyses, special projects, and preparation of internal reports as assigned.
• Collaborate with colleagues across the Access and Eligibility Services group and support related human services programs when required.

Required Qualifications:

• Bachelor's degree or at least 2 years of equivalent experience
• Excellent interpersonal communication skills with individuals across a broad range of cognitive ability
• High comfort level with phone calls
• Strong working knowledge of computer systems and programs, particularly Microsoft Office applications (Word, Excel, PowerPoint)
• Strong written communication skills
• Ability to read, interpret, apply and explain the provisions of the laws, regulations, policies and procedures governing program eligibility and operations for SSP and SUN Bucks
• Ability to exercise self-accountability, seek out and follow current procedures, and adapt to changes
• Ability to prioritize effectively to meet deadlines under pressure
• Demonstrated sensitivity to the needs and concerns of aged/disabled and economically vulnerable populations
• Ability to maintain confidentiality of client personal information in accordance with applicable laws, regulations and program policies

Preferred Qualifications:

• Demonstrated knowledge of public assistance programs, preferably Title II and Title XVI of the Social Security Act and those programs administered by the Department of Transitional Assistance or similar public service agency
• Case management, client assistance, or customer service experience
• Fluency in an additional language, preferably Spanish