Role Description

The Program Assistant I is an individual contributor within the Finance Department who primarily supports Ticket-to-Work (TTW) administration and quality assurance activities for the Employer Network programs, currently including NTI@Home. This position also provides a high level of customer service and support to beneficiaries participating in Employer Network programs.

The Program Assistant I is responsible for ensuring that all interactions with NTI candidates, employees, and clients are professional, friendly, and efficient. This role supports various administrative, operational, reporting, and quality assurance processes within the Finance Department while helping ensure program requirements and departmental procedures are consistently met.

Essential Duties and Responsibilities:

• Manage and support all activities related to the Ticket-to-Work program, including responding to emails, conducting audits, and training staff on departmental processes and procedures.
• Prepare, facilitate, and support weekly, biweekly, and/or monthly reporting and analysis as assigned.
• Receive inbound calls and conduct outbound calls to Ticket-to-Work beneficiaries, providing responsive, professional, and high-quality customer service.
• Monitor and respond to emails received in the Ticket Operations Department's general email inboxes.
• Perform outreach and administrative activities related to Ticket-to-Work claims, claim payments, and payment requests for Employer Network programs, including:
  • Creating and submitting timely payment requests.
  • Conducting weekly beneficiary outreach.
  • Maintaining departmental claims and weekly contact tracking spreadsheets.
• Assist with maintaining and updating Ticket-to-Work information in the Taleo system.
• Assist with implementing required phone and email campaigns to meet programmatic requirements and notify beneficiaries of eligible work support payments.
• Prepare and send monthly ACM emails to candidates and track all responses in Taleo, ensuring timely completion of monthly outreach requirements.
• Monitor submissions received through the Ticket-to-Work candidate intake forms.
• Schedule Individual Work Plan (IWP) meetings, maintain the IWP meeting tracking spreadsheet, and conduct IWP meetings as required.
• Track IWP meeting progress and related activities in Taleo and departmental spreadsheets.
• Communicate Ticket-to-Work assignment status updates to the Training Department.
• Schedule and update candidate interviews in Taleo.
• Maintain wage reporting spreadsheets and monitor reported wages to identify eligibility for claim submission.
• Assign and unassign Ticket-to-Work candidates as appropriate and in accordance with program requirements.
• Perform additional administrative and operational duties as assigned by the Program Supervisor or Director of Finance.

Qualifications

• Must successfully pass a federal background check.
• High school diploma or GED equivalent.
• Knowledge of and experience with the Social Security Administration's Ticket-to-Work (TTW) program, including Employer Network operations, program administration, and related processes.
• Strong customer service skills, with the ability to interact professionally and effectively with diverse individuals.
• Strong organizational and analytical skills, with exceptional attention to detail.
• Excellent verbal and written communication skills, including the ability to read, write, speak, and hear English.

Requirements

• College degree or other postsecondary education.
• Previous experience using Microsoft Office applications, particularly Word, Excel, and Outlook.
• Previous experience working with NTI or another Employment Network participating in the Social Security Administration's Ticket-to-Work program.
• Demonstrated sensitivity, understanding, and professionalism when working with individuals with disabilities.