Shainna Haas
Napoleon ,North Dakota
Summary
Results-driven Eligibility Worker with expertise in case assessment, compliance verification, and customer relationship management. Committed to delivering exceptional service and streamlining application processes for client satisfaction.
Overview
24
24
years of professional experience
Work History
Eligibility Worker I
ND Department of Human Services
Napoleon, North Dakota
08.2025 - Current
- Assessed client eligibility for various assistance programs and services.
- Conducted interviews to collect essential information from applicants, facilitating informed eligibility determinations.
- Reviewed documentation for compliance with state regulations and policies, ensuring program integrity and applicant support.
- Explained program benefits and application processes to clients, enhancing their understanding and access to available resources.
- Collaborated with team members to streamline eligibility determination processes.
- Provided training and guidance to new staff on best practices in eligibility assessments.
- Processed benefits applications and documents for food stamps and medical assistance.
- Responded promptly to inquiries from potential applicants by phone or email.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
Call Center Representative
ND Department of Human Services
Napoleon, North Dakota
08.2024 - 09.2025
- Assisted clients with inquiries regarding benefits and services offered.
- Managed high volumes of incoming calls and resolved issues efficiently.
- Documented client interactions in customer relationship management system to maintain accurate records.
- Collaborated with team members to streamline call handling processes, enhancing overall efficiency.
- Educated clients on eligibility requirements for various assistance programs.
- Maintained confidentiality while handling sensitive client information.
- Delivered exceptional customer service to support client satisfaction and resolve inquiries effectively.
Office Manager
Feist Funeral Home
Wishek, ND
11.2020 - 08.2024
- Managed daily office operations and ensured smooth workflow at the funeral home.
- Coordinated funeral services while guiding families through planning arrangements to ensure personalized experiences.
- Maintained inventory of supplies and ordered materials for services.
- Managed sensitive communications with families, fostering trust and providing support during challenging times.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Streamlined office organization to enhance workflow and support professionalism.
Eligibility Worker Tech
Logan County Social Services
Napoleon, North Dakota
04.2002 - 04.2017
- Assessed client eligibility for various assistance programs and services.
- Reviewed documentation to verify income, residency, and other eligibility criteria.
- Processed benefits applications and documents for food stamps and medical assistance.
- Conducted interviews to gather necessary information from applicants and clients.
- Processed applications and maintained case files for compliance and review.
- Educated clients on program benefits and streamlined application procedures.
- Coordinated with community organizations to enhance client access to resources.
Education
High School Diploma -
Wing High School
Wing, ND 05-1996
Administrative Assistant
BSC
Bismarck, NDSkills
- Application processing
- Case assessment
- Compliance verification
- Benefits explanation
- Client interviews
- Customer relationship management
- Great knowledge in Word, Excel, Outlook, SPACES, Power Point
Timeline
Eligibility Worker I
ND Department of Human Services
08.2025 - Current
Call Center Representative
ND Department of Human Services
08.2024 - 09.2025
Office Manager
Feist Funeral Home
11.2020 - 08.2024
Eligibility Worker Tech
Logan County Social Services
04.2002 - 04.2017
High School Diploma -
Wing High School
Administrative Assistant
BSC