Human Services Assistant II- Front Desk

Virginia Department of Social Services•Hopewell, VA

About The Position

Human Services Assistant II is the full-performance level in the Human Services Assistant occupational group. The role provides a variety of services in one or more program areas, performing responsible administrative and technical work in support of agency clients. It is distinguished from Human Services Assistant III, which serves as a screener and the initial point of contact for clients seeking benefits or services. Depending on the assigned program area, the position may support benefit programs or Child Protective Services and other social work programs. Work includes assisting clients, maintaining case information and records, supporting Human Services Specialists or Social Workers, coordinating referrals and services, and preparing correspondence and reports. Some assignments may involve transporting participants, mentoring and supporting families, testifying in court when subpoenaed, or liaising with school representatives.

Requirements

High school diploma supplemented with post-secondary coursework in subjects such as social work, human services, gerontology, social or behavioral sciences, business, or a related field, and relevant work experience in public administrative support work; or an equivalent combination of training and experience providing the required knowledge, skills, and abilities.
Working knowledge of agency computer systems and software; principles and processes for providing customer and personal services; human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; and mathematics.
Some knowledge of regulations, policies, and procedures of the assigned program area as related to assisting clients; some assignments may require knowledge of counseling terminology and practices.
Skill operating automated office equipment, including a calculator and fax/copier, and using computer-driven word-processing, spreadsheet, graphics, and file-maintenance programs.
Ability to read and interpret state and local policy and procedure manuals; prepare special reports and correspondence; communicate effectively verbally and in writing; perform calculations; solve practical problems; and interpret written, oral, diagrammatic, or scheduled instructions.
Ability to work well with others and resolve conflicts with employees, clients, and citizens; apply knowledge of human behavior and social functioning; recognize clients' basic needs; and exercise good judgment, tact, and resourcefulness.
Ability to instruct clients in direct-care techniques; maintain confidential records and materials; plan, organize, and prioritize daily tasks; use correct spelling and basic grammar; and interview clients to elicit needed information.

Responsibilities

Operate computer systems to conduct searches for initial applications, renewals and recertifications, and update information.
Provide information and assist clients with completing applications.
Answer incoming calls and respond to inquiries.
Provide case management support to Human Services Specialist staff.
Prepare and mail correspondence.
Provide information and referrals, and verify information as required for other community resources.
Prepare written or oral documentation regarding client contacts, verification letters, and other situations.
Set up case files, type or label files, and complete forms.
Assist in preparing periodic, special, and other reports.
Follow up on referrals to ancillary agencies.
Identify client benefit needs and make appropriate referrals.
Document client contacts in appropriate records and complete forms.
Update information in computer systems.
Provide direct administrative support to Social Workers, including transcription, typing, pulling files, ordering supplies, and creating forms.
Research and purge case records.
Prepare and maintain manual and computer schedules and alerts.
Train staff to input data into social work systems.
Conduct adoption searches using court records, libraries, agency files, the Internet, and city directories, and make contact if a match is found.
Transport family members and program participants to appointments.
Mentor and support biological parents of foster care children, the children, and foster families.
Testify in court when subpoenaed.
Act as a liaison between Social Workers and school representatives.