Nov 09, 2018
Nov 16, 2018
Specialty Trades
Full Time
Position Information

The Department of Human Services (DHS), is seeking an Administrative Technician to perform a wide variety of services in the Customer Service Center (CSC) of the Economic Independence Division (EID). This employee will embrace the use of multiple technology applications used for an array of technical and administrative duties in support of the EID and Child and 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. Families served represent a culturally diverse population. 

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Duties include:

  • Performing client/customer intake reception at four entry points within two Divisions;
  • Responding to a high volume of calls in a call center environment which disseminates information on a variety of human services programs;
  • Assisting in 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; and
  • Indexing intake documents and closing case files.
The successful candidate will be comfortable with using multiple computer software applications, have excellent in-person and telephone communication skills, and demonstrated flexibility and sensitivity to remain professional and calm in a high-volume and fast-paced customer service environment.

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: High school diploma or equivalent, plus progressively responsible experience (at least two years) providing administrative support and customer service in a human services environment.

Substitution: Successful completion of college coursework from an accredited college or university 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.

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

  • One year or more providing customer service in a high volume call center environment;
  • Utilizing multiple technology sources and databases to enter and update data as part of an interview process;
  • Using Microsoft Word and Excel to produce correspondence, spreadsheets and other confidential documents;
  • Virginia Department of Social Services case management system, VaCMS; and
  • Providing information regarding human services programs.

Special Requirements

The applicant must possess, or obtain by the time of appointment, a valid motor vehicle operator's license from the applicant's place of residence or the applicant must have the ability or willingness to use alternative methods of transportation to perform assigned duties and responsibilities at locations other than the primary worksite. If the applicant possesses or acquires a license, the applicant must authorize Arlington County to obtain, or the applicant must provide, copy of the applicant's official state/district driving record. Any offer of employment may be contingent upon a favorable review of the applicant's driving record.

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.

This announcement may be used to fill future vacancies. An assessment of oral 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.

Additional Information

Work hours:   8:00 a.m. to 5:00 p.m. Monday through Friday with availability for shift work from 9:30 a.m. to 6:30 p.m. which may be required one day per week. 

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.