Dhs Customer Service Specialist - Bilingual (English/Spanish)

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 a Customer Service Specialist - Bilingual (English-Spanish) to perform a wide variety of services in the Customer Service Center (CSC) of the Economic Independence Division (EID). The 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:

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

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:

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

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

Bilingual: English/Spanish

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

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

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.

Employment restrictions: To ensure that dual relationships are avoided and that employees who are also clients do not relate to their service provider as co-professionals, employees will not be hired by the County to provide or support services to the team or program in which they are current clients:

• You cannot concurrently receive behavioral health services from Arlington County Community Service Board (CSB) programs while employed in an Arlington County CSB program (exception Crisis Intervention services).
• At least 24 months must have passed between receipt of CSB services from Arlington County and employment in an Arlington County CSB program.

Additional Information

Work Hours: Varying schedule 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. 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.

#LI-Hybrid

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 [email protected].