Performs as a customer service team member in the DCHS Customer Call Center. Answers incoming and initiates calls to/from residents in need of various services; schedules appointments with case managers as necessary; Assists callers with information regarding benefits and recommends other services; provides information to callers regarding human services programs. Liaisons with DCHS staff to ensure caller has been given access to appropriate services. Examples of duties are,
*Performs as customer service team member in the DCHS call center setting
*Respond to inquiries from the public concerning DCHS services and programs
*Respond to incoming calls from clients or prospective clients in need of various services
*Provide follow-up and liaison duties to determine additional resources needed
*Provide follow-up and liaison duties to determine whether caller's needs were met
*Interviews callers to assess the situation and determine overall need
*Communicate across DCHS centers to coordinate or schedule appointments when supportive services are necessary
*Provide guidance and direction to internal and external customers on applying for public assistance programs via CommonHelp, the Virginia Department of Social Services online system
*Accesses VDSS applications to research case specific information
*Utilizes WebHarmony as primary source for case management notes and documentation
*Provide information and referral services
*Communicate new state and local initiatives
*Assists with settling customer complaints and concerns
*Special duties / projects as assigned
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); structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar; and administrative and clerical procedures and systems such as word processing, spreadsheets, managing files and records, and other office procedures and terminology. Working knowledge of: human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; mathematics and research methods; and eligibility requirements for the programs assigned; and available community resources. Some knowledge of laws, regulations, requirements and policies of Local, State, and Federal social, assistance and housing programs. Skill in: operating a variety of automated office equipment to include calculator, fax/copier; and the use of computer-driven word processing, spreadsheet, graphics and file maintenance programs.
Demonstrated ability to: communicate effectively with program participants; plan, organize, and prioritize own work schedule; establish and maintain working relationships with clients, professionals, co-workers, and the public sufficient to exchange ideas and coordinate activities; accept direction and follow established procedures; counsel others; organize, and post date, from records, reports and other sources using the appropriate format; exhibit solid interpersonal skills, including conflict resolution in working with clients, professionals and employees; create forms, charts, and graphs; add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent and to draw and interpret bar graphs; make screening decisions based upon specific criteria's; read and interpret documents such as safety rules, operating and maintenance instructions, manuals; and conduct effective interviews both face-to-face and by telephone.
Bilingual fluent in Spanish; four Year College Degree with completion of college-level courses in sociology, social work, psychology or related areas of study; or any equivalent combination of experience and training which provides the required knowledge, skills and abilities; excellent customer service and interpersonal skills; skills in database management and record keeping; ability to exhibit a high level of confidentiality; excellent organizational skills; ability to identify and resolve problems in a timely manner; and ability to gather and analyze information skillfully; some knowledge of interviewing techniques; ability to comprehend and apply complex policy; ability to gather facts and report them accurately; ability to communicate clearly both verbally and in writing.