CALL CENTER - ADMINISTRATIVE TECHNICIAN I (BILINGUAL)

Expiring today

Location
Virginia
Salary
$41,808.00 - $63,897.60 Annually
Posted
Apr 23, 2021
Closes
May 07, 2021
Ref
1280-21D-DHS-SD
Industry
Specialty Trades
Hours
Full Time
Position Information

Salary listed above is the salary range effective July 1, 2021.

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 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 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 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; and
  • Indexing intake documents and closing case files.

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
  • 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.

Additional Information

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

Please note: This announcement may be used to fill future full-time or part-time vacancies to reflect the current business needs of the organization.

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.
,

Arlington County Government employee benefits depend on whether a position is permanent, the number of hours worked, and the number of months the position is scheduled.

Specific information on benefits and conditions of employment can be found on the Arlington County Human Resources Department website: www.arlingtonva.us/pers.

Permanent, Full-Time Appointments
All jobs are permanent, full-time appointments unless otherwise stated in the announcement. The following benefits are available:

Paid Leave : Vacation leave is earned at the rate of four hours biweekly. Leave accrual increases every three years until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. There are eleven paid holidays each year.

Health and Dental Insurance : Three group health insurance plans are offered - a network open access plan, a point-of-service plan, and a health maintenance organization. A group dental insurance plan is also offered. The County pays a significant portion of the premium for these plans for employees and their dependents. A discount vision plan is provided for eye care needs.

Life Insurance : A group term policy of basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance is available with rates based on the employee's age and smoker/non-smoker status.

Retirement : The County offers three vehicles to help you prepare for retirement: a defined benefit plan, a defined contribution plan (401(a)), and a deferred compensation plan (457). The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County. You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. Employees become vested in the plan at five years of service. The County also contributes to this plan.

For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)) . The County also matches your 457 contribution, up to $20 per pay period, in this plan. The 457 deferred compensation plan allows you to set aside money on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit. New employees are automatically enrolled with a pre-tax contribution equal to 2% of your base pay.

Other Benefits: The County also offers health, dependent care, and parking flexible spending accounts; long-term care insurance; tuition assistance; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other employee benefits.

Permanent, Part-Time Appointments:
Part time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week.

Limited Term Appointments:
Benefits are the same as permanent appointments except that the employees do not achieve permanent status.

Temporary Regular Appointments:
Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above. They are also eligible for vacation, sick leave, and paid holidays.

Temporary Seasonal and Occasional Appointments:
Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits. Exceptions are noted in individual announcements.

01

What is your highest level of education?
  • High School/GED
  • Associate Degree
  • Bachelor's Degree
  • Master's Degree (or above)


02

This position must be filled by a bilingual candidate and an assessment of fluency in English/Spanish is required. Are you proficient in verbally communicating and understanding Spanish to provide human services programs information to individuals who speak only Spanish?
  • Yes
  • No


03

Please check ALL boxes which describe your experience
  • 1 year of experience providing customer service in a high-volume call center environment
  • 2 years of experience providing administrative support
  • Human Services Environment
  • Utilizing multiple technology sources and databases to enter and update data
  • Using Microsoft Word and Excel to produce correspondence and spreadsheets
  • Providing information regarding human services programs
  • Automated records management
  • payroll process including recording time, recordkeeping and/or attendance reporting
  • Billing, invoice reconciliation, accounts payable, or account reconciliation
  • None


04

Which of the following describes your experience and proficiency using automated software packages?
  • I have experience using the Virginia Department of Social Services (VDSS) systems including VaCMS or similar case management systems
  • I have experience using MS Word at a beginner to intermediate level including writing correspondence and reports
  • I have experience using MS Excel at an intermediate level including entering data and creating basic data summary reports
  • None


05

Please indicate the years of experience you have providing customer service in a Call Center Environment.
  • None
  • Less than 1 year
  • 1 but less than 2 years
  • 2 years or more


06

Please use the space below to describe your experience in a call center environment. Put N/A, if not applicable

07

This announcement may be used to fill this part-time position as well as future full-time vacancies. Please indicate your preference
  • I am interested in part-time employment
  • I am interested in full-time employment
  • I am interested in full-time OR part-time employment


Required Question

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