JSS - SOCIAL SERVICE SPECIALIST

La Crosse County Library, Inc.; La Crosse, Northern (WI, KY); Hybrid; USD 42,000 - 52,000; Full time

Job summary

La Crosse County Library, Inc. seeks a detail-oriented assistant to support the Justice Support Services section of the Human Services Department. You will engage participants, assist with court and agency communications, and help navigate supportive resources. This role emphasizes lived experience and strong confidentiality.

The position involves monitoring equipment, data entry, and aiding with assessments, with availability for weekday, evening, and weekend hours as needed.

Qualifications

• Graduation from an accredited high school or GED.
• Experience in office setting or customer service with attention to detail and follow-up.
• Experience using computer databases and software.

Responsibilities

• Maintains frequent contact with participants and communicates regularly with courts, law enforcement, community agencies, family members, and the public.
• Provides customer service through phone, walk-in, mail, and electronic communication.
• Installs and explains GPS and Remote Breath monitoring devices and handles related data.

Skills

Customer service

Communication

Data entry

Office equipment

Confidentiality

Education

High school diploma or GED

Tools

Computer databases

Web-based programs

Office software

Job description

Overview

FLSA: Non-Exempt This role provides office/clerical support, justice-system and resource navigation, and extraordinary customer service to participants in the Justice Support Services Section of the Human Services Department as well as various other community members and stakeholders. Duties involve assisting individuals transitioning from incarceration or other justice-system involvement back into the community through resource navigation and support, monitoring daily activities of participants who are court ordered to electronic monitoring and recording and reporting this information, facilitating drug and alcohol testing, and assisting. This role interacts with several agencies and persons, including jail inmates, community resources, and justice-system partners. There is a strong preference for candidates who bring lived experience to the role.

Essential Leadership Functions

Act with Integrity and Build Trust

• Demonstrate mutual respect, humility, and honesty in all interactions

• Speak up appropriately, even when expressing unpopular viewpoints

• Actively listen and remain open-minded to diverse perspectives

Drive for Results

• Set clear goals and objectives to motivate self and others to achieve outcomes

• Seek new opportunities to improve processes and drive sustainable results

• Hold self and others accountable through consistent evaluation and monitoring

Develop Talent and Effective Teams

• Foster a collaborative environment that encourages knowledge sharing and growth

• Provide mentorship and support to help self and others reach full potential

• Recognize and leverage diverse strengths within self and team

Lead with Vision and Strategy

• Understand and communicate a compelling vision that aligns with organizational goals

• Develop and execute comprehensive strategies to achieve long-term objectives

• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully

Lead with Paradoxical, Critical, and Agile Thinking

• Navigate complex situations by considering multiple perspectives

• Adapt quickly to changes and uncertainties in the work environment

• Make critical decisions using analytical skills, experience, and input from others

Build and Maintain Effective Relationships

• Communicate and collaborate effectively with stakeholders across the organization

• Influence others through coaching, consulting, and team-minded thinking

• Develop and sustain partnerships that create positive outcomes for all stakeholders

Cultivate Community Engagement and Provide Excellent Service

• Understand and address the needs and concerns of the community

• Incorporate community perspectives into decision-making processes

• Drive initiatives that create positive impacts beyond the organization

Demonstrate Emotional Intelligence

• Show self-awareness and manage emotions effectively in challenging situations

• Seek and respond constructively to feedback, even in the face of setbacks

• Balance empathy with accountability when leading self and working with others

Essential Job Functions

Participant & Stakeholder Interaction

• Maintains frequent contact with participants and communicates regularly with courts, law enforcement, community agencies, family members, and the public.
• Provides customer service through phone, walk-in, mail, and electronic communication, gathering necessary information and directing individuals to appropriate services or staff.
• Assists participants in accessing supportive services such as financial resources, housing, transportation, and court navigation.

Monitoring & Equipment Support

• Installs and explains the operation of GPS and Remote Breath monitoring devices; performs required physical contact in accordance with program procedures.
• Troubleshoots monitoring equipment, submits schedules, accesses GPS databases, reviews reports, and documents significant events.
• Observes participant alcohol and drug testing, documents observations, and delivers samples to the laboratory.

Documentation & Recordkeeping

• Gathers, organizes, and reports data as assigned.
• Maintains case records, progress notes, correspondence, and routine paperwork.
• Tracks participants, caseloads, and program activities.

Assessment & Intake Support

• Conducts risk and needs assessments.
• Collects necessary data to support eligibility determinations and provides accurate information to individuals accessing JSS services.
• Assists professional staff in delivering program services and functions.

Physical demands: Walks and moves about the office and collection room. Moves from desk to other areas of county buildings including the County Jail. Stands and reaches. Sits at desk. Uses hands and fingers for installing monitoring devices and for holding and handling urine collection containers. Uses hearing and near vision. Uses fingering for data entry and word processing and other office machines. Uses oral communication to give clear instruction to participants, callers, and department staff. Handles papers and manuals, etc. Some time is spent standing and reaching to perform filing or other duties, and lifting files, copy paper and other office materials. Work includes weekday hours and hours in the evening and on weekends during the day. Tasks may involve exposure to blood/body fluids.

Related Job Functions

May require availability to work evenings and/or weekends to meet client needs.

This job description is not intended to encompass every job duty or responsibility but is only illustrative. This position is required to perform other duties as may be assigned or required.

Knowledge, Skills and Abilities

• Ability to communicate effectively with a variety of people and to deal with the public and to establish good working relationships with County officials, related agencies and other employees.
• Ability to operate general office equipment such as word processor and copying machines.
• Ability to make simple computations either manually or by machine.
• Aptitude for administrative operations.
• Ability to manage different types of electronic monitoring equipment.
• Ability to understand and carry out oral and written instructions of specific nature.
• Ability to read, write and calculate release dates.
• Ability to enter data accurately, perform basic word processing functions, use e-mail and other computer programs.
• Ability to work with confidential records and keep confidentiality.
• Ability to use independent judgment in carrying out assigned tasks.
• Ability to keep a variety of records.

Training, Experience and Other Requirements

• Graduation from an accredited high school or GED.
• Previous experience in an office setting or customer service position with proven record of handling attention to details accurately and follow-up/thoroughness skills.
• Experience using computer databases, web-based programs and other computer software.
• Strong preference for candidates who bring lived experience to the role.
• Preference for candidates who have experience interacting with the criminal justice system.
• Experience supporting individuals with substance use disorders or mental health challenges is valuable. Strong interpersonal and verbal communication skills are essential for working effectively with members of the public.
• Must demonstrate patience, maintain a pleasant and professional demeanor, and be able to multitask while remaining calm and composed.
• Must have flexibility in availability for work which will include weekday, weekend, holiday and evening hours.