Job Details
Qualifications
- Bachelor's degree
- Communication skills
- Intake
- Interviewing
- Master's degree
- Qualitative research interviewing
- Social work
Job Description
Position Information
The Department of Human Services (DHS) Customer Service Center (CSC) of the Economic Independence Division is hiring a Customer Service Consultant to work as an advocate for others in need of DHS Services. This position will conduct in-depth social and financial assessments with prospective clients to assess their eligibility for DHS programs and services as well as programs offered within the community. The employee will apply knowledge of a wide variety of financial programs; the integration of services throughout DHS; program policies; and the documentation requirements which govern the program. There is substantial client contact both on the phone and in person and frequent contact with outside sources to confirm and verify client information. The client population served is culturally diverse, with many individuals who have limited English proficiency.
Specific duties include:
Conducting evaluations to determine housing, employment, financial environments, and makes referrals for behavioral and physical health needs;
Evaluating, screening and assigning Public Assistance applications for processing per policy and operating procedures, including approving applications for benefits;
Preparing public assistance applications for processing;
Performing database research to obtain a history of services and benefits for clients;
Linking clients to appropriate services;
Explaining programs, procedures, and documentation requirements of complex State and Federal policies including clients' rights and responsibilities; and
Documenting services provided to clients.
The ideal candidates will possess strong communication skills and is energized by new and challenging projects.
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:
Bachelor's degree in one of the social sciences or a related field; and
Some experience in employment interviewing, social work, insurance claims, eligibility determination for benefits from local, State or Federal agencies or other closely related work.
Substitution: Additional qualifying experience may substitute for the degree requirement on a year for year basis. A Master's degree can substitute for one year of the required experience.
Desirables: Preference may be given to candidates with one or more of the following:
Experience providing direct customer services (intakes/screenings, information and referral, etc.);
Responding to a high volume of calls in a call center environment;
Bilingual English/Spanish; and/or
Working with TANF, Medicaid, and/or SNAP programs.
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.
Selected candidate may be required to complete pre-hire federal background check and State of Virginia Central Registry check.
Additional Information
Work Hours: Monday through Friday, 8:00 am to 5:00 pm. Some telework is available based on supervisor approval and department needs.
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.
The official title of this position is Eligibility Worker.
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Applicants who have questions or need assistance with the application may telephone (703) 228-3500 or visit the Human Resources Department. Our staff will be happy to work with you to enter your application into the system. Public access computers are available at all County Libraries, and in the Human Resources Department.
The examination process for this position may include: (1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.
Applicants with disabilities may request reasonable accommodation during the application or selection process. Please call the ADA Coordinator at 703-228-3559 (voice) or email pers@arlingtonva.us.