SNAP Assistance Specialist

Position Title

SNAP Assistance Specialist

Iowa SNAP Manager

Non-Exempt Full-Time

Food Bank for the Heartland has connected our communities with food resources and hope since 1981. The fight against hunger is our ongoing collaborative effort. We work with individuals, organizations, food manufacturers and distributors, grocery stores, the USDA and Feeding America to procure food and purchase food to supplement donations. Through the collective power of our leadership, employees, partners, volunteers and donors we can reach more communities, serve more people and address food insecurity more directly and effectively.

As new needs arise we are ready.

Every service we provide, program we offer, and decision we make is rooted in our core Mission, Vision and Values.

The SNAP Assistance Specialist plays a vital role in carrying out our mission of eliminating hunger in the Heartland by assisting neighbors seeking information and guidance about the Supplemental Nutrition Assistance Program (SNAP). The Specialist helps neighbors understand basic eligibility criteria, complete the initial application process, and answer neighbor questions regarding status. The Specialist will provide exceptional customer service via phone and email, ensuring that neighbors receive accurate and timely assistance to address their food needs.

• Customer Service and Support:
  Provide clear, accurate, and empathetic responses to inquiries related to the Supplemental Nutrition Assistance Program (SNAP). Answer inbound calls promptly while maintaining professionalism and compassion. Guide applicants through the SNAP application process, ensuring required information is gathered correctly and that individuals understand documentation and next steps.
• Issue Resolution and Documentation:
  Address and resolve neighbor complaints, concerns, and issues, escalating complex cases to appropriate staff. Accurately document all interactions in the case management system (Oasis Insight Services) to maintain proper tracking and follow-up.
• Confidentiality and Compliance:
  Maintain confidentiality and safeguard client information, handling all interactions and information in accordance with state and federal privacy regulations and strict compliance standards.
• Collaboration and Continuous Improvement:
  Work closely with team members and supervisors to identify opportunities for process improvements. Share insights and suggest solutions to enhance overall efficiency and effectiveness in service delivery.
• Other duties entrusted within your scope of practice.

• Commitment to the FBFH mission and values.
• Ability to engage with diverse populations and community groups with cultural sensitivity and respect for all individuals.
• Knowledge of SNAP eligibility requirements, application processes and benefits is a plus (training will be provided).
• Computer and technology skills around Microsoft Office, data management systems and general technology.
• Effective interpersonal and communication skills to work effectively with internal and external stakeholders.
• Ability to maintain patience and professionalism in challenging or sensitive situations.
• Self‑motivated and able to work independently as well as part of a collaborative team.
• Ability to consistently commit to trustworthiness, dependability and reliability.
• Ability to establish credibility, trust and partnership at all levels in the organization.
• Ability to attend mandatory quarterly in‑person meetings.

• Minimum of one (1) year experience in customer service preferred.
• High school diploma or GED required.
• Knowledge of SNAP policies and procedures is a plus but not required (training will be provided).
• Bilingual in Spanish and English is a plus.
• Lived experience with the impacts of systemic racism or marginalization is a plus.

Everyone at Food Bank for the Heartland—from administrative staff and warehouse employees to team members working in partnership across community locations—shares a common vision: to help eliminate hunger in our service area, one initiative, program and thoughtful decision at a time. Our…