Position Information

Please note: This recruitment may be used to fill future, similar vacancies including bilingual and part-time positions.

The Department of Human Services (DHS) is seeking multiple Customer Service Specialists to perform a wide variety of services in the Customer Service Center (CSC) of the Economic Independence Division (EID). The Customer Service Specialist will utilize multiple technology applications/systems, used for an array of technical and administrative duties in support of the EID, Aging and Disability Services Division (ADSD), and Child & Family Services Division (CFSD). The CSC serves as the "no wrong door" point of entry for culturally diverse clients and consumers seeking information, applications and referrals to DHS, and community human service programs. The families served represent a culturally diverse population.

Specific Duties include:

• 
  Performing client/customer intake reception at six entry points within three Divisions;
• Responding to a high volume of calls in a call center environment which disseminates information on a variety of human services programs;
• Assisting client/customers within the Resource Center;
• Assisting with conducting triage to identify emergency needs;
• Researching and providing information requested from staff and clients;
• Registering and referring inquiries to a variety of human services programs;
• Processing human services applications via local and state databases;
• Providing administrative support for EID and CFSD to include creating, compiling, and scanning documents and mailings;
• Indexing intake documents; and
• Performing other duties as assigned.

The successful candidate will be familiar with using multiple computer software applications/systems, have excellent communication skills and demonstrated flexibility, along with the ability to remain professional and calm in a high-volume and fast-paced customer service environment.

About DHS

Arlington County DHS is committed to delivering client services in an effective, equitable, respectful, and trauma-informed manner. Our staff is dedicated to ensuring our clients are approached, engaged and cared for in ways that demonstrate competency, sensitivity and awareness of factors which impact the client experience including but not limited to: cultural identity, gender, racial, and ethnic diversity, religious/spiritual ascription, physical capability, cognitive and literacy levels, sexual orientation, and linguistic needs.

Selection Criteria

Minimum:

• Completion of High school diploma/GED; and
• Some experience providing administrative support and customer service in a human services environment required.

Substitution: Successful completion of college coursework from an accredited college or university may be substituted for the experience requirement.

Desirable: Preference may be given to candidates with experience in one or more of the following:

• Two (2) years of experience providing administrative support in a human services environment;
• One (1) year of customer service experience in a high-volume call center environment;
• Two (2) years working with diverse and/or undeserved population;
• Must be able to use multiple technology sources and databases to enter and update data;
• Experience with Microsoft Word and Excel to produce correspondence, spreadsheets, and other confidential documents; and
• Experience with Virginia Department of Social Services case management system, VaCMS.

For bilingual positions:

• Proficient in speaking and understanding English and Spanish.

Special Requirements

A pre-hire background check will be made on all candidates who are selected for employment. It may include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You may be required to sign a release authorizing the County to obtain your background information.

Completion of a State of Virginia Central Registry Check.

Covid-19 Vaccination: Arlington County Government is committed to the health, safety, and wellness for all staff. In support of that commitment, all current and newly hired employees are required to provide proof of Covid-19 vaccination. For those qualified employees with a disability or sincerely held religious belief which prohibits them from receiving a vaccine, you will be able to contact the Office of Human Rights to request a reasonable accommodation. Adherence to this policy is a condition of employment.

Additional Information

Work Hours: Monday - Friday, 8:00am to 5:00pm, with availability for shift work from 9:30a.m. to 6:30p.m. which may be required two days per week.

Bilingual: Some job openings may be designated as bilingual in English and Spanish to deliver services to Spanish speaking-families. An assessment of Spanish proficiency will be required before a candidate can be appointed to the bilingual position(s). The incumbent in the position(s) will receive the language pay premium on all hours worked and on paid leave hours.

Please note: This announcement may be used to fill future full-time or part-time vacancies to reflect the current business needs of the organization.

Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. Please do not give "see resume" as a response to the questions. Incomplete applications will not be considered.