Job Description

IMPORTANT NOTICE: Arlington County requires all applicants to thoroughly complete each section of the application, including prior job responsibilities, duties, and supplemental questions. While you may attach a resume, it will not replace a completed application. Incomplete applications will not be considered.

The Department of Human Services (DHS) is seeking a Bilingual Customer Service Specialist (English/Spanish) to perform a wide variety of services in the Customer Service Center (CSC) of the Economic Independence Division (EID). The Customer Service 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.

Major Job Duties:

• 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, as well as indexing intake documents.

The ideal candidate is familiar with using multiple computer software applications/systems, has excellent communication skills and demonstrated flexibility, along with the capacity 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.

Minimum Qualifications:

• Completion of the requirements for graduation from a standard senior high school or vocational school, a GED certificate, or the equivalent;
• Some experience providing administrative support and customer service in person and/or by phone in a human services environment; and

Bilingual: English/Spanish

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

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

• Considerable experience in a customer service role in-person and/or by phone in a high volume or human services environment;
• Utilizing multiple technology sources and databases to enter and update data (i.e. MS Access or similar database);
• Using Microsoft Word and Excel to produce correspondence, spreadsheets and other sensitive and/or confidential documents; and/or
• Providing information regarding human services programs and utilizing the Virginia Department of Social Services case management system, VaCMS.

Special Requirements

Background Check: A pre-employment criminal records check will be conducted. It will include checks of the following: criminal record, driving record, education, professional licensure, and credit history. You will be required to sign a release authorizing the County to obtain your background information. A pre-hire federal background check and State of Virginia Central Registry check will also be completed before hire.

Bilingual: 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.

Employee Preferences Inventory (EPI) for positions requiring the EPI include this statement:

To be considered for this position, applicants must achieve a passing score on the online Employee Preferences Inventory (EPI) Assessment. Instructions will be sent to those applicants that do not have a valid score the day after the deadline of the recruitment. Please note the following:

• Scores are valid for one calendar year.
• You cannot retake the assessment until one year has passed since your last attempt.
• If you have completed the EPI within the past year, you do not need to retake it.
• If you have not taken the EPI during the past year, you will receive an email with instructions and a deadline for completing the assessment.
• Failure to complete the EPI by the deadline provided to you in email will disqualify you from this recruitment process.

Please complete each section of the application including the supplemental questions. Your responses to the supplemental questions are required because they provide us with specific information necessary to evaluate your qualifications for this position. These responses are considered part of the selection process. A resume may be attached; however, it will not substitute for a completed application. Incomplete applications will not be considered. Please do not write "see resume" as a response to the questions. In accordance with § 19.2-392.15, applicants are not required to provide information regarding sealed arrests, charges, or convictions in response to any questions or inquiries during the hiring process.

Additional Information

Work hours: Monday - Friday, 8:00 a.m. to 5:00 p.m., with availability for shift work from 9:30 a.m. to 6:30 p.m. which may be required two days per week. Some telework may be available contingent upon supervisor approval and workload.

The official title of this position is DHS Customer Service Specialist.

This position is eligible for County government employee benefits that include health, dental, vacation and sick leave, commuter transportation subsidies, tuition reimbursement, as well as a generous retirement plan.

For more information on Arlington County’s generous benefits and retirement plan, click here

Arlington County is committed to advancing diversity, equity, access, and inclusion across all our services, activities, and programs. Learn more about our commitment

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