CALL CENTER - ADMINISTRATIVE TECHNICIAN I (BILINGUAL)

Location
Arlington County, Virginia
Salary
$44,366.40 - $67,787.20 Annually
Posted
May 20, 2022
Closes
Jun 03, 2022
Ref
1280-22G-DHS-SD
Industry
Specialty Trades
Hours
Full Time
Position Information

NOTE: This is a re-opening to expand the pool of qualified candidates. If you already applied for this position, there is no need to re-apply.

The Department of Human Services (DHS) is seeking a Bilingual Administrative Technician to perform a wide variety of services in the Customer Service Center (CSC) of the Economic Independence Division (EID). The Administrative Technician 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.
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 closing case files; 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

Only candidates proficient in speaking and understanding Spanish will be considered for this position.

Minimum:
  • High school diploma/GED;
  • Two (2) years of experience providing administrative support;
  • One (1) year of customer service experience in a high-volume call center environment; and
  • Requires bilingual ability in English/Spanish.

Substitution: Successful completion of college coursework in Public/Business Administration or related field may be substituted for the experience requirement on the following basis: two (2) years = six (6) months of experience. Education may not substitute for more than 18 months of experience.

Desirable: Preference may be given to candidates with experience in one or more of the following:
  • Working in a human services environment;
  • Utilizing multiple technology sources and databases to enter and update data;
  • Using Microsoft Word and Excel to produce correspondence, spreadsheets, and other confidential documents;
  • Virginia Department of Social Services case management system, VaCMS; and/or
  • Providing information regarding human services programs.

Special Requirements

An assessment of verbal Spanish proficiency would be required before a candidate can be appointed to a bilingual position (English/Spanish). The incumbent in a bilingual position would receive the language pay premium on all hours worked and on paid leave hours.

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.

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