Social Services Rep (Bilingual)

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 61,000 - 75,000; Full time

Job summary

DC Department of Human Resources in Washington, DC is seeking an Eligibility and Enrollment Specialist to determine eligibility and enroll customers in TANF, SNAP, Medicaid, and other public assistance programs. The role requires bilingual proficiency and a strong commitment to customer service.

The incumbent will interview clients, verify evidence, and utilize DHS systems to process applications, renewals, and changes. Salary is negotiable up to $68,116.00 with potential for advancement.

Qualifications

• Bilingual proficiency in English and a foreign language is required.
• Bachelor's degree or equivalent education is required.
• At least 1 year of specialized experience in social welfare or eligibility determinations.

Responsibilities

• Interview customers in person or by phone to collect information for eligibility determinations.
• Review applications and supporting documents to determine eligibility for SNAP, cash assistance, or Medicaid.
• Use DHS systems and records to verify evidence and calculate benefits.
• Provide high-quality customer service and resolve questions or issues promptly.

Skills

Bilingual proficiency

Education

Bachelor's degree

Job description

Job Summary

This position is located within the Child Care Services Division (CCSD), Economic Security Administration (ESA), Department of Human Services (DHS). The mission of the DHS is to empower every District resident to reach their full potential by providing meaningful connections to work opportunities, economic assistance, and supportive services.

The incumbent in this role is responsible for determining eligibility and enrolling customers in public assistance programs in the District of Columbia that include Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Medical Assistance, Interim Disability Assistance (IDA), Burial Assistance, General Assistance for Children (GA-C), Alliance, and Child Care subsidy. This job announcement may be used to fill any current and future vacancies throughout the DC Government, Department of Human Services (DHS). The starting salary for this position is typically negotiated up to $68,116.00, depending on qualifications and experience.

Duties And Responsibilities

Interprets and translates a foreign language to English and from English to a foreign language while assisting customers. Interviews customers in person and by telephone to collect information and verify the evidence required for eligibility determinations. Utilizes all eligibility and other service delivery systems as well as electronic and paper information to look up case history, understand current eligibility, and identify any required actions from the customer or DHS. Works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by supervisor. Adheres to protocols and follows up appropriately to identify, elevate, and address any questions, concerns, and issues from both external customers and internal coworkers. Provides high-quality customer service by listening respectfully and responding appropriately, empathizing with the customer while identifying and documenting barriers. Avoids handoffs and delays by leveraging available information and taking appropriate action to resolve questions and issues, reducing the need for additional interactions. Applies policies and procedures while reviewing applications, renewals/recertifications, reported changes, and other sources of information from DHS Customers to determine eligibility for SNAP, Cash Assistance, or Medicaid (MAGI or Non-MAGI) benefits programs, taking action to authorize, revise, continue, or discontinue financial assistance and other services.

Qualifications And Education

Candidates must meet Selective Placement Factor in order to be considered further for this position.

Selective Placement Factor

Incumbent must speak, read, write, interpret and translate from a foreign language to English and from English to a foreign language while assisting customers in establishing eligibility for public assistance programs. The preferred languages are English, Spanish, French, Amharic, Mandarin, Vietnamese and Korean.

Must demonstrate and provide proof of the skills and abilities regarding one or more of the preferred foreign (non-English) languages listed above.

A bilingual proficiency assessment will be required.

Successful completion of a full 4-year course of study in any field leading to a bachelor's degree, in an accredited college or university.

Equivalent combinations of education and experience are acceptable.

Applicants must have at least one (1) year of specialized experience equivalent to at least the next lower grade level in the formal line of progression. Specialized experience is experience which is in or directly related to the line of work of the position and has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. An example of specialized experience is experience in a program of direct social welfare services that included interviewing clients or recipient in person or by telephone in order to obtain clarification and verification of the evidence of need and eligibility presented by the applicant and other sources; or performing similar social service work.

Licenses and Certifications

None

Work Conditions/Environment

The work is performed in an office setting

Tour of Duty: Monday-Friday 8:15am - 4:45pm (hours may vary)

Pay Plan, Series and Grade: CS-0187-09

Promotion Potential

Promotion Potential to CS-11

Collective Bargaining Unit

This position is covered under a collective bargaining agreement represented by AFSCME 2401 and you may be required to pay an agency service fee through direct payroll deduction.

Position Designation

This position has been deemed Security Sensitive under the guideline of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure.

Emergency Designation

This position has been designated as Emergency. Employees occupying positions designated as Emergency are required to:

• Provide advice, recommendations, and/or specific functional support necessary for the continuity of operations during a declared emergency.
• Remain at their duty station, or alternate work location (approved by their supervisor), if activated, when a situation or condition occurs and results in early dismissal for nonessential/non-emergency employees.
• Report to their duty station, when activated, on time and as scheduled when a situation or condition occurs during non-work hours, and results in the late arrival or closing of District government offices for non-essential/non-emergency employees.
• Telework during a declared emergency, instead of remaining or reporting to his or her duty station, if directed by the agency head (or designee), supervisor or manager.
• Carry or wear their official District government ID card during the period of the declared emergency, if not teleworking.

Residency Preference

When claiming residency preference, you are required and must agree in writing to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona fide Districts residency for the seven-year (7 year) period will result in forfeiture of employment.

EEO Statement

The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.