Senior Human Services Assistant - Customer Relations (Chesterfield-Colonial Heights)

Commonwealth of VA Careers; Virginia (MN); On-site; USD 51,000 - 60,000; Full time

Benefits offered by this job

Benefits package

Job summary

Chesterfield-Colonial Heights Department of Social Services is seeking a Senior Human Services Assistant to support administrative functions for two teams: Customer Relations and Documents Management.

The role involves supervisory coverage, training, onboarding, and leading program initiatives through data collection and reporting, while handling customer inquiries and maintaining electronic records.

Qualifications

• High school diploma plus post-secondary coursework in social work, human services, gerontology or related fields, or equivalent work experience.
• Knowledge of customer service principles, quality standards, and clerical procedures.
• Some knowledge of Local, State, and Federal social, assistance and housing programs.

Responsibilities

• Provide supervisory coverage and support for teams’ goals.
• Deliver training, coaching and onboarding for new and existing staff.
• Lead program initiatives through data collection, analysis and reporting.
• Monitor customer interactions, calls, walk-ins and processing of benefit documents.

Skills

Customer service

Microsoft Office

Data analysis

Communication skills

Interpersonal skills

Bilingual Spanish

Education

High school diploma

Social work coursework

Tools

Electronic records

Database applications

Job description

Hiring Range: $50,649 to $59,513

Full Time or Part Time: Full Time

This job announcement is a courtesy job post for the Chesterfield-Colonial Heights local Social Services agency. It is not a position of the Virginia Department of Social Services or any other Commonwealth of Virginia agency. Local employment opportunities may also be available through the local agency’s city or county website/job board(s).

Customer Experience: It’s Our Business, It’s Our Passion.
Chesterfield-Colonial Heights Department of Social Services is seeking a Senior Human Services Assistantto 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.A Chesterfield County application is also required and must be submitted online by the deadline.
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)?

Shift

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