Job Description

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. The small city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery. The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play. We invite all qualified candidates to learn more and apply for our Administrative Support II position. The Office Associate II is the full performance level in the occupational group for Office Associates. Employees work in a variety of environments and may work individually or in combination with other employees. Employees are responsible for performing independently a wide variety of office support activities ranging from routine to complex following office and administrative practices, policies and procedures. Unusual issues and situations are referred to the supervisor. The Office Associate II is distinguished from the Office Associate III by the latter’s performing more complex office and program support responsibilities that require some program knowledge and the following of office and administrative practices, policies, and procedures.

The Administrative Support II plays a crucial role in providing clerical assistance for professional staff and engage in complex detailed tasks that support the overall functioning of the agency. The incumbent is responsible for conducting concise fact-finding interviews, organizing essential case information, completing interaction notes, and assigning cases in adherence to agency guidelines. This role involves data entry and various clerical responsibilities, including serving as a receptionist for initial client/public contact both in person and over the phone. Employees in this position are often the first point of contact for citizens, necessitating patience and tact in customer service. Additionally, the work requires the exercise of judgment in the application of prescribed procedures and methods to provide excellent customer service. The work is performed under the supervision of the Human Services Benefit Program Supervisor.

Examples of Duties:

• Meet the public in person, address inquiries, and guide them to program services.
• Provide information and address issues requiring sensitivity and independent judgment.
• Document detailed information on customer contact, including email communication and case notes.
• Handle customer complaints, defusing tensions through in-person and phone interactions.
• Prepare paperwork for SNAP EBT card distribution by the finance team.
• Screen and verify new benefit program applications through VA state systems.
• Organize and scan sensitive benefit programs client documents using state databases, ensuring proper maintenance of hardcopy records.
• Establish and maintain filing systems, including archiving, assembling, and summarizing information.
• Extract client information from computerized databases for case processing.
• Assist as needed with managing the department's main phone line, processing and screening incoming calls following established procedures.
• Maintain a log of calls and assisted visitors in a local database.
• Assign dental, vision, and hearing program applications to staff using local software systems.
• Manage incoming and outgoing mail, particularly for benefit program clients.
• Provide translation in bilingual languages (as applicable) and serve as an interpreter for residents.
• Utilize scheduling software to manage consumer appointments and service tickets.
• Remind consumers of upcoming appointments via phone calls.
• Collect customer service feedback through phone and in-person interactions.
• Update consumer information, including address, phone number, and insurance details.
• Prepare orientation packets for new employees.
• Take messages for City staff as needed.

• Performs related work as required.

Minimum Qualifications:High school diploma supplemented with related clerical or administrative experience OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Working knowledge of spelling and punctuation, grammar and basic English; Working knowledge of office software along with the ability to learn agency-specific mainframe applications. (Those positions working with the mail may have to have some knowledge of the postal regulations and locations of various departments). Skill in operating personal computer and associated business and agency software. Demonstrated ability to work well with others; Demonstrated ability to communicate effectively both orally and in writing; Demonstrated ability to follow written and oral instructions; Demonstrated ability to file accurately and to research files and organize information; Demonstrated ability to understand, apply, and communicate office policies, procedures and services; Demonstrated ability to multi-task; Demonstrated ability to keep office records and logs; Demonstrated ability to proofread; Demonstrated ability to deal with others using tact and courtesy.
Preferred Qualifications:

Some clerical experience and completion of high-school-level courses in bookkeeping, arithmetic and English; or any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Some previous experience working with individuals within the human services arena. Extensive experience using Microsoft Office applications, including Word, Excel, and Teams.