Human Services Assistant II- Front Desk

Virginia Department of Social Services•Hopewell, VA

About The Position

Human Services Assistant II represents the full-performance level in the Human Services Assistant occupational group. Employees provide a variety of services in one or more program areas, performing responsible administrative and technical work in support of agency clients. The role may support benefit programs, Child Protective Services, and/or other social work programs. Human Services Assistant II is distinguished from Human Services Assistant III, whose role includes screening clients and serving as the initial point of contact for people seeking benefits or services.

Requirements

High school diploma supplemented with post-secondary coursework in social work, human services, gerontology, a social or behavioral science, 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, customer and personal service principles and processes, 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 knowledge of counseling terminology and practices may be required.
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 policies and procedure manuals; prepare reports and correspondence; communicate effectively verbally and in writing; perform calculations; solve practical problems; and interpret written, oral, diagram, or schedule 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 sound 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 search for initial applications, renewals, and recertifications, and to update information.
Provide information to clients and assist them 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 for community resources as required.
Document client contacts and other situations in writing or orally, including preparing verification letters.
Set up case files, type or label files, complete forms, and assist with periodic, special, and other reports.
Follow up on referrals to ancillary agencies and provide services for identified client needs, including identifying benefit needs and making referrals.
Document client contact in appropriate records, complete forms, and 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 enter data into social work systems.
Conduct adoption searches using court records, libraries, agency files, the Internet, and city directories, and make contact when a match is found.
Transport family members and program participants to appointments.
Mentor and support biological parents of foster care children, children, and foster families.
Testify in court when subpoenaed.
Act as a liaison between Social Workers and school representatives.