Human Services Manager

Prince William County Government•Manassas, VA

13d•Hybrid

About The Position

The Prince William County Department of Social Services, Customer Support and Services Division (CSS) is seeking a Human Services Manager for the Administrative Support Team to lead and manage a team of Administrative Specialists. This role involves performing advanced-level duties while overseeing a team of Administrative Specialists and daily operations. Responsibilities include monitoring workload demands, distributing assignments, developing and implementing processes and policies, providing daily guidance to staff, collaborating with other managers, meeting with staff to communicate performance expectations and identify training needs, overseeing team workflows, ensuring timely and professional customer service, monitoring inboxes, maintaining quality control, and identifying process improvements. The position also requires supporting business operations and performing other duties as assigned.

Requirements

High school diploma or G.E.D.
7 years of human services experience with public benefits.
Possess a valid driver’s license and be eligible to drive for work.

Nice To Haves

8 or more years of experience working with SNAP, TANF, and Medicaid public benefits in Virginia.
5 or more years of experience providing customer service in an organization that serves vulnerable individuals and families.
5 or more years of experience working with the Virginia Case Management System (VaCMS).
3 or more years of experience in a management role or equivalent leadership experience.
Proficient in Microsoft Outlook, Word, and Excel.

Responsibilities

Monitor workload demands and distribute assignments to meet both immediate and ongoing operational needs.
Develop, implement, and evaluate processes and policies to ensure compliance with federal, state, and local regulations.
Provide daily guidance to staff on application-related matters, policies, and procedures.
Communicate departmental and divisional initiatives related to customer services and professional development.
Collaborate with managers within the division and across other divisions to ensure a positive service delivery and high-quality internal and external customer services.
Meet regularly with staff to communicate performance expectations, conduct performance evaluations, and identify training and development needs.
Oversee team workflows, including uploading electronic case files.
Ensure staff conduct system searches timely and accurately, and upload results into the case management system.
Ensure staff deliver timely, professional customer service via email and face-to-face interactions as needed.
Monitor Outlook inboxes to ensure timely processing of communication.
Maintain quality control and ensure compliance with organizational policies, procedures, and service standards.
Identify process improvements and address workflow issues.
Perform other duties as assigned to support business operations.
Provide emergency human services work, including staffing emergency shelters in the event of a community disaster.