Job Description

Posting number: 03682

Department: Human Services

Job classification: SELF SUFFICIENCY SPECIALIST

Posting type: Open & Promotional

Categories: Social Services, Human Services

Summary

The City of Lynchburg is an Equal Opportunity Employer

The Department of Human Services is seeking a Self Sufficiency Specialist.

The Self-Sufficiency Specialist (Child Care) performs professional case management and eligibility determination duties for the Child Care Subsidy Program. The position is responsible for evaluating applications, redeterminations, changes, and ongoing eligibility; interpreting and applying federal, state, and local policies and procedures; maintaining accurate case records; and providing comprehensive customer service to families receiving or seeking childcare assistance.

The Self-Sufficiency Specialist works independently within established policies and procedures and exercises sound judgment when evaluating individual circumstances, resolving case issues, and determining appropriate program actions. The position works closely with clients, childcare providers, community partners, and agency staff to promote access to quality childcare that supports employment, education, training, and family stability.

The position is expected to manage an assigned caseload, meet established timeliness and accuracy standards, maintain confidentiality, and ensure compliance with applicable program requirements.

The employee is responsible for the accurate and timely completion of assigned work and is accountable to the appropriate supervisor for performance, case decisions, and adherence to agency policies and procedures. The employee is expected to demonstrate professionalism, accountability, teamwork, and sound judgment while maintaining responsibility for their own assigned caseload and workload.

This position has no supervisory responsibility

Examples of duties

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties to provide direct or indirect service to the citizens may be assigned.

Child Care Eligibility and Case Management

• Conduct interviews and assessments with applicants and recipients to determine eligibility for childcare assistance.
• Process applications, redeterminations, changes, transfers, and other case actions in accordance with applicable policies and procedures.
• Review and verify household composition, income, employment, education, training, child information, provider information, and other factors affecting eligibility.
• Determine and document eligibility, copayments, service needs, authorization periods, and other program requirements.
• Evaluate information from multiple sources and use independent judgment when resolving discrepancies or determining appropriate case action.
• Maintain an assigned caseload and complete required actions within established timeframes.
• Monitor cases for continued eligibility and take appropriate action when circumstances change.
• Identify and resolve case issues that may affect the family's eligibility or childcare authorization.
• Ensure all case actions are thoroughly and accurately documented.

Policy Interpretation and Application

• Interpret and apply federal, state, and local policies, regulations, procedures, and guidance related to the Child Care Subsidy Program.
• Apply program requirements consistently while considering individual circumstances within the authority provided by policy.
• Research policy and seek clarification when an issue is unclear or requires additional guidance.
• Identify potential eligibility, documentation, or compliance issues and take appropriate corrective action.
• Remain current on changes to childcare policies, procedures, systems, and program requirements.
• Participate in required training and professional development activities.

Client Services

• Provide professional, respectful, and responsive customer service to applicants and recipients.
• Explain program requirements, eligibility decisions, case actions, rights, responsibilities, and available options in a manner that clients can understand.
• Assist clients in identifying and submitting required documentation.
• Respond to client inquiries and concerns in a timely and professional manner.
• Work with clients to identify barriers that may affect their ability to maintain employment, education, training, or childcare arrangements.
• Connect clients with appropriate agency or community resources when additional assistance is needed.
• Address escalated or complex client concerns within the scope of the position and refer matters requiring supervisory intervention appropriately.

Child Care Provider Services

• Communicate with childcare providers regarding authorizations, case information, attendance, payments, documentation, and other program-related matters.
• Assist providers in understanding applicable program requirements and procedures.
• Review provider-related information for accuracy and completeness.
• Resolve routine provider concerns and identify issues requiring additional review.
• Maintain professional working relationships with childcare providers and community partners.

Case Quality and Compliance

• Maintain accurate, complete, and timely electronic and paper case records.
• Conduct required case reviews and corrective actions.
• Review documentation and case information for accuracy and consistency.
• Identify errors, discrepancies, or missing information and take appropriate action.
• Participate in quality assurance activities, audits, and program reviews as assigned.
• Ensure case records support eligibility decisions and demonstrate compliance with applicable policies and procedures.
• Meet established productivity, accuracy, timeliness, and quality standards.

Data Entry, Reports, and Documentation

• Enter and maintain accurate information in applicable state and agency computer systems.
• Generate and review reports related to assigned caseloads and program activities.
• Maintain documentation necessary to support case eligibility and program compliance.
• Prepare correspondence, notices, and other case-related documents.
• Monitor assigned workload and prioritize tasks to meet required deadlines.
• Maintain organized records in accordance with agency and state retention requirements.

Problem Solving and Independent Judgment

• Analyze complex case circumstances and determine appropriate actions within established policies and procedures.
• Investigate discrepancies and obtain additional information when necessary.
• Use sound judgment when applying policy to individual circumstances.
• Recognize situations that require supervisory consultation or additional review.
• Take responsibility for decisions and case actions within the employee's assigned authority.
• Identify recurring case or workflow issues and communicate concerns to the supervisor.

Team Collaboration

• Work cooperatively with Self-Sufficiency Unit staff and other Department of Human Services divisions.
• Share relevant program information and resources with coworkers.
• Assist coworkers with general program-related questions when appropriate without assuming supervisory responsibility.
• Participate in team meetings, training, workgroups, and program improvement activities.
• Contribute to a positive, professional, and collaborative work environment.
• Support agency initiatives and special projects assigned.

Other Duties

• Participate in community outreach, resource events, and agency activities as assigned.
• Assist with special projects related to the Child Care Program.
• Attend required meetings, training, and professional development activities.
• Perform other related duties as assigned.

Performance Expectations

The Self-Sufficiency Specialist (Child Care) is expected to:

• Maintain accurate, timely, and compliant casework.
• Demonstrate accountability for assigned cases and responsibilities.
• Apply policies consistently and appropriately.
• Exercise sound judgment and seek supervisory guidance when appropriate.
• Provide respectful and solution-focused customer service.
• Protect confidential client and agency information.
• Meet established productivity, accuracy, and timeliness expectations.
• Maintain professional relationships with clients, providers, coworkers, and community partners.
• Demonstrate flexibility and adaptability as program requirements and agency priorities change.
• Contribute positively to the overall mission of the Self-Sufficiency Unit and Department of Human Services.

Working Conditions

• Work is primarily performed in an office environment with frequent interaction with clients, coworkers, childcare providers, and community partners.
• Requires frequent use of a computer, telephone, and other standard office equipment.
• May involve working with individuals experiencing financial, employment, housing, childcare, or other life challenges.
• Requires the ability to manage interruptions and competing priorities while maintaining accuracy and professionalism.
• Occasional community-based activities, meetings, or outreach may be required.
• Does require daily lifting of files, materials, supplies up to 15-25 pounds

Qualifications

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

• High school diploma or GED required.
• Experience providing customer service, case management, eligibility determination, administrative support, or related public-facing services.
• Experience working with individuals or families in a human services, public assistance, childcare, workforce development, or related setting is preferred.
• Ability to successfully complete required agency and program training.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Principles and practices of case management and human services.
• Childcare subsidy programs and eligibility requirements.
• Federal, state, and local policies and regulations governing public assistance programs.
• Interviewing, assessment, and information-gathering techniques.
• Customer service principles and professional communication.
• Recordkeeping, documentation, and confidentiality requirements.
• Basic mathematics and the ability to calculate and verify financial information.
• Computerized case management and data entry systems.
• Community resources related to childcare, employment, education, and family support.

Ability to:

• Interpret and apply complex policies and procedures.
• Analyze information and make sound case-related decisions.
• Manage a caseload and prioritize multiple responsibilities.
• Work independently with minimal day-to-day direction.
• Exercise appropriate judgment when handling sensitive or complex situations.
• Communicate effectively with individuals from diverse backgrounds.
• Explain complicated program requirements in a clear and understandable manner.
• Establish and maintain effective working relationships with clients, coworkers, providers, and community partners.
• Maintain accurate and confidential records.
• Meet established deadlines, productivity standards, and quality expectations.
• Adapt to changes in policies, procedures, technology, and program requirements.
• Identify problems and develop appropriate solutions within established guidelines.
• Use computer systems and standard office software effectively.

Supplemental information

• Successfully complete NIMS IS-100 and IS-700 within 90 days of employment, or within the timeframe established by the agency.
• Complete all required state, departmental, and program-specific training.
• Maintain required training and certifications as applicable to the position.
• May also be required to complete higher levels of NIMS training as determined appropriate for the position.
• Must have a valid Virginia driver’s license and an acceptable driving record according to the City’s criteria