Bilingual Customer Service Specialist (Economic Independence) (English/Spanish)

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.

Responsibilities

Duties include:

• 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;
• Indexing intake documents; and
• Performing other duties as assigned.
  
  

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.

Qualifications

SELECTION CRITERIA

Minimum

• This position requires bilingual ability in English/Spanish.
• 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 a human services environment.
  
  

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

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

• At least one year of experience providing customer service working in a call center environment;
• 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/or
• Providing information regarding human services programs.
  
  

Special Requirements

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.

Language Proficiency: An assessment of verbal Spanish proficiency is required before a candidate can be appointed to a bilingual position (English/Spanish). The incumbent in a bilingual position will receive the language pay premium on all hours worked.

EPI Assessment: To be considered for this position, you must achieve a passing score on the Employee Preferences Inventory (EPI) Assessment. Please note the following:

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

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 two days per week.

This is not a full-time remote opportunity. Telework may be pre-approved by the supervisor.

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.

Your responses to the supplemental questionnaire are considered part of the selection process. Please do not enter "see resume" as a response to the questions. Each section of the application must be completed. A resume may be attached, however, it will not substitute for the completed application. Incomplete applications will not be considered.

Employment restrictions: To ensure that dual relationships are avoided and that employees who are also clients do not relate to their service provider as co-professionals, employees will not be hired by the County to provide or support services to the team or program in which they are current clients:

• You cannot concurrently receive behavioral health services from Arlington County Community Service Board (CSB) programs while employed in an Arlington County CSB program (exception Crisis Intervention services).
• At least 24 months must have passed between receipt of CSB services from Arlington County and employment in an Arlington County CSB program.
  
  

The official title for this position is: DHS Customer Service Specialist.