Senior Human Services Assistant - Customer Relations

Chesterfield County, VA; Chesterfield Court House (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

Chesterfield-Colonial Heights Department of Social Services in Virginia seeks a Senior Human Services Assistant to lead customer relations and documents management, supervise staff, provide training, and drive program initiatives.

You will monitor customer interactions, support benefit processing, and coordinate records and front desk operations for residents of Chesterfield County and Colonial Heights, with occasional cross-training across IST and registration.

Qualifications

• High school diploma supplemented with post-secondary coursework in social work, human services, gerontology, or related field, plus relevant public admin support experience.
• Knowledge of customer service principles, quality standards, and evaluating customer satisfaction; familiarity with office procedures and terminology.
• Some knowledge of laws and policies for social, assistance, and housing programs at local/state/federal levels.

Responsibilities

• Provide supervisory coverage, scheduling and support for team goals.
• Lead training, coaching and onboarding for new and existing staff.
• Facilitate meetings and collaborate to achieve agency objectives and performance standards.
• Lead program initiatives through data collection, analysis and reporting.
• Monitor customer interactions (calls, walk-ins) and process benefit-related documents.
• Support front desk and call center activities, and manage electronic records and daily operations.
• Engage with residents of Chesterfield County and Colonial Heights and perform additional duties across the department.

Skills

Customer service

Supervisory

Data analysis

Training & coaching

Bilingual (Spanish)

Education

High school diploma with coursework in social work/related field

Tools

Microsoft Office

Electronic records

Database applications

Job description

Customer Experience: It’s Our Business, It’s Our Passion.

Chesterfield-Colonial Heights Department of Social Services is seeking a Senior Human Services Assistant to support the Department’s administrative functions provided by two teams: Customer Relations and Documents Management. This leadership role will work collaboratively with another senior team member to enhance customer service experiences through supporting supervisors, training and coaching Human Services Assistants to meet the department’s mission.

What You Do and How You Do It:

As the Senior Human Services Assistant, you will serve as a member of the leadership team, providing supervisory coverage, scheduling and support of teams’ goals. You will provide training, coaching, and onboarding for new and existing team members and you’ll also actively provide feedback to meet performance standards. This role involves actively contributing to team success by assisting in facilitating meetings and collaborating to achieve agency and team objectives. A key responsibility that you will have in this role includes leading program-related initiatives through data collection, analysis, and reporting. The position also entails diligently monitoring customer interactions, including calls, walk-in activity, and the processing of benefit-related documents. Furthermore, administrative support is provided through various functions such as assisting telephone customers with benefit inquiries, supporting EBT card issuance, managing electronic records, coordinating daily agency operations including customer service issue resolution, and supporting front desk and call center activities. This work involves engaging with a diverse customer base from Chesterfield County and the City of Colonial Heights and includes performing additional duties as assigned across the department in areas like records management, IST operations, and application registration.

Here’s What You Need:

• High school diploma supplemented with post-secondary coursework in subjects such as social work, human services, gerontology, or one of the social or behavioral sciences, business or related field, and relevant work experience in public administrative support work.; or an equivalent combination of training and experience.
• Considerable knowledge of principles and processes for providing customer and personal services (including customer needs assessment, meeting of quality standards for services, and evaluation of customer satisfaction); and administrative and clerical procedures and systems such as word processing, spreadsheets, managing files and records, and other office procedures and terminology.
• Some knowledge of laws, regulations, requirements and policies of Local, State, and Federal social, assistance and housing programs.

We’re Looking for Ideal Candidates Who Have:

• Experience in office support, direct customer service, clerical, or call center operations (local government/public administration preferred).
• Strong proficiency in Microsoft Office, electronic records, basic spreadsheets, and database applications preferred.
• Excellent organizational, oral/written communication and interpersonal skills preferred.
• Ability to analyze, compile, and review data from multiple systems preferred.
• Exceptional ability to collaborate and achieve performance goals preferred.
• Strong attention to detail, ability to work under pressure, and manage multiple tasks effectively preferred.
• Demonstrate increase responsibility in career growth.
• Bilingual in Spanish candidates are encouraged to apply.

Current valid driver’s license and good driving record required. Based on the Virginia DMV point system, record must not reflect a total of six or more demerit points within the twenty-four months preceding the anticipated hire date, or one major violation of six demerit points within the preceding thirty-six months. Out of state driving records must be obtained by applicant and presented at time of interview. Records must reflect at least three years of history and be dated within thirty days of interview date.

Pre-employment drug testing, FBI criminal background check and education/degree verification required.

This position is part of an Emergency Shelter Team during times of natural disaster, reporting to shelter duty as required.

Chesterfield County offers an attractive benefits package. As a local Department of Social Services, Chesterfield-Colonial Heights Department of Social Services may offer incentives, approved through the Virginia Department of Social Services, to candidates hired who possess additional relevant training, skills and experience. Those incentives apply to individuals who possess: a Masters or Bachelors Degree in Social Work, Masters in Human Services, LCSW, Child Welfare Stipend participants, completion of COVLC new worker training or are Bilingual (Spanish & ASL).

Did you know that working for a local government provides credit towards the Public Student Loan Forgiveness Program (PSLF)?

Monday - Friday; 8:30 a.m. - 5:00 p.m.

Social Services