Customer Service Representative

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 60,000 - 75,000; Full time

Job summary

The Child and Family Services Agency (CFSA) in Washington, DC seeks a Customer Service Representative for the non-emergency 211 Warmline to assist residents with social services, provide information, referrals, and navigate resources.

Based in the Office of Thriving Families, the CSR will respond to calls, enter data into case systems, and coordinate with the CPS Hotline and DBH to ensure timely, accurate service delivery. Monday–Friday 8:30am–5:00pm with occasional evenings.

Qualifications

• Bachelor’s degree in Social Work, Psychology, or related field; at least two years of direct social services experience preferred.
• Demonstrated ability to collaborate with internal and external stakeholders; excellent written and verbal communication and customer service skills.

Responsibilities

• Provides Gold Standard Customer Service. Manage relationships with internal and external stakeholders to ensure high-quality service delivery, resolving issues promptly and ensuring consumer satisfaction.
• Receives non-emergency calls from the public regarding social service needs and inquiries for information and referrals; transmits call information and enters data into service delivery tracking systems.
• Provides administrative and operational support to meet the needs of the District’s 211 and related services.
• Coordinates and assures allocation of needed services and resources for DC residents.
• Assists in identifying gaps and barriers to services and improves navigation of resources.
• Attends required trainings to stay informed on government benefits, resources, and person-centered planning.
• Performs environmental scanning and gathers information to educate stakeholders about 211 resources and maintains the directory.

Skills

Collaboration

Written communication

Verbal communication

Customer service

Education

Bachelor’s degree in Social Work/Psychology/related field

Job description

The Child and Family Services Agency (CFSA) is a cabinet-level agency within the District of Columbia government, committed to the safety, permanence, and well-being of children and families residing in the District of Columbia. Charged with protecting child victims and those at risk of abuse and neglect, CFSA fosters collaborations within its administrations to deliver exceptional family-focused services to the community and its residents.

Job Summary

This position is located in the Office of Thriving Families (OTF), Community Partnerships Administration, at the Child and Family Services Agency (CFSA) and works in close partnership with the Crisis Support Line located at the Department of Behavioral Health (DBH) and the CFSA Child Protective Services (CPS) Hotline. DBH is responsible for providing centralized, District-wide coordination and management of public safety and service access via voice, radio technology, and other public safety wireless communication systems and resources. CPS Hotline receives reports of suspected child abuse and neglect and ensures child safety.

As part of the team of the District’s non-emergency 211 Warmline, the Customer Service Representative (CSR) receives and responds to calls and/or inquiries related to individuals’ and families’ various non-emergency social service needs and provides timely assistance, service navigation, information, referrals, and support to residents of the District of Columbia.

Duties And Responsibilities

The Customer Service Representative (CSR) duties and responsibilities include but are not limited to:

• Provides Gold Standard Customer Service. Manage relationships with internal and external stakeholders to ensure a high quality of service delivery, resolving issues promptly and ensuring consumer satisfaction.
• Receives non-emergency calls from the public regarding social service needs and inquiries for information regarding an array of social service needs. Determines nature of the inquiry and transmits call information as necessary to support the caller. Enters data into service delivery tracking systems to ensure documentation and transmittal of a prompt and thorough response.
• Provides an array of complex administrative and operational support to the District’s 211 to meet the needs of the District of Columbia residents.
• Coordinates and assures allocation of needed services and resources for District of Columbia residents.
• Assists in identifying gaps and barriers to services including system issues that the callers/clients/ families experienced in utilizing services.
• Attends all the required trainings to keep abreast and have better understanding of the government benefits, community resources, and person-centered planning.
• Performs environmental scanning and engages in information gathering and some outreach activities to educate stakeholders and residents of support available through the District’s 211 and to keep the 211 community resource directory software up to date.

Performs other related duties as assigned.

Qualifications And Education

Relevant Bachelor’s degree (Social Work, Psychology, or other related field of discipline) and at least two (2) years of direct experience in a social services setting is highly preferred.

Must possess at least one (1) year of experience equivalent to the grade 08 level in the District of Columbia government service or its non-District equivalent. Specialized experience is work which is directly related to the position and has equipped the individual with the knowledge, skills, abilities, and competencies to successfully perform the duties of the position including, but not limited to, conducting comprehensive assessments on the callers’ complex requirements and/or needs and providing timely recommendations, guidance, and assistance in identifying and navigating the District governments existing resources to address the callers’ needs/requirements; working with other social services workers and staff, other professionals, and institutions to coordinate the needs of the residents of the District of Columbia or other similar duties.

Demonstrated ability to collaborate with internal and external stakeholders; possesses excellent written and verbal communication skills and customer service skills.

OR

An equivalent combination of education, training, and experience.

Licensure/Certification

N/A

Other Significant Factors

Tour of Duty: Monday-Friday 8:30a.m. – 5:00p.m.; occasional evening and weekends

Promotion Potential: None

Collective Bargaining Unit: This position is covered under the Collective Bargaining Unit

Work Conditions/ Work Environment: The work is mainly office-based and sedentary. Some field/community engagement work may involve discomforts in physical surroundings relative to the location of the venue. Compliance with safety measures is required.

Duration of Appointment: Career Service - Regular

Pay, Series & Grade: CS-0301-09

Position Designation: This position is deemed as “protection” sensitive per DPM Chapter 4, Suitability. The candidate/incumbent is subject to a criminal background check, traffic records check (as applicable), pre-employment drug and alcohol test, reasonable suspicion drug and alcohol test, post-accident or incident drug and alcohol test, and return-to-duty and follow-up drug and alcohol test.

Residency Preference: Applicants claiming "Residency Preference" will be required to maintain residency in the District of Columbia for a minimum of (7) years. Failure to do so many result in forfeiture of employment.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.

Closing Statement: Official job offers are made by the DC Child and Family Services Agency.