Self Sufficiency Specialist IV

City of Lynchburg•Lynchburg, VA

4d•Onsite

About The Position

The City of Lynchburg's Department of Human Services is seeking a Self Sufficiency Specialist. This role, under the general direction of the Child Care Supervisor, functions as a lead worker and key operational resource within the Child Care Unit. The position involves advanced childcare eligibility and case management, providing day-to-day leadership, guidance, and support to childcare staff. The specialist is expected to exercise independent judgment, strong problem-solving skills, effective decision-making, and professional leadership when addressing complex client situations, staff questions, case concerns, and operational issues. This role serves as a resource to staff and assists the supervisor in maintaining consistency, efficiency, accountability, quality assurance, and compliance within the unit. The Self Sufficiency Specialist may act on behalf of the supervisor when specifically assigned or when circumstances require immediate attention within the scope of delegated authority. The position is responsible for keeping the supervisor informed of significant issues, decisions, and concerns. A high level of professionalism, confidentiality, initiative, accountability, organization, communication, and the ability to work effectively as part of a team are required. The specialist must demonstrate the ability to lead by example, appropriately manage challenging situations, support coworkers, and contribute to a positive and collaborative work environment. The starting salary is negotiable based on experience.

Requirements

High school diploma or GED
Some experience in working with the public
Professional counseling or interviewing helpful
Ability to use various types of computer software and hardware
Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment.
Must have a valid Virginia driver’s license and an acceptable driving record according to the City’s criteria

Nice To Haves

Ability to lead by example and maintain a high standard of professionalism.
Ability to make sound, timely, and well-reasoned decisions.
Strong problem-solving and critical-thinking skills.
Ability to work independently while understanding when to seek supervisory guidance.
Effective communication skills with clients, coworkers, supervisors, and community partners.
Ability to manage competing priorities while maintaining accuracy and attention to detail.
Ability to handle difficult or sensitive situations with professionalism and discretion.
Ability to build trust and maintain positive relationships with team members.
Ability to accept accountability for decisions and follow through on assigned responsibilities.
Ability to adapt to changing priorities, policies, procedures, and workload demands.
Ability to promote teamwork rather than working in isolation.
Ability to recognize opportunities for improvement and make constructive recommendations.
Ability to maintain confidentiality and exercise appropriate discretion when handling sensitive information.
May also be required to complete higher levels of NIMS training as determined appropriate for the position.

Responsibilities

Serves as a senior resource and lead worker for the Child Care Unit.
Provides day-to-day guidance, direction, and assistance to childcare workers regarding policies, procedures, case processing, customer service, and complex case situations.
Assists the supervisor with monitoring daily workflow, workload distribution, case assignments, deadlines, and unit priorities.
Provides leadership and direction during the supervisor's absence or when delegated to do so.
Assists with identifying workflow concerns, staffing needs, and operational issues and communicates recommendations to the supervisor.
Promotes consistency in the interpretation and application of policies and procedures.
Serves as a liaison between staff, state, and the supervisor to promote effective communication and resolution of concerns.
Supports new and existing employees by providing guidance, coaching, mentoring, and clarification regarding work processes.
Demonstrates professionalism and leadership through work performance, reliability, accountability, and interactions with staff and clients.
Leads by example and promotes a work environment that values accountability, teamwork, professionalism, respect, and quality customer service.
Exercises independent judgment in resolving routine and complex problems within the scope of assigned responsibilities.
Reviews complicated or unusual case circumstances and determines appropriate next steps based on established policies, procedures, and program requirements.
Assists workers with resolving difficult client situations and escalated concerns.
Makes timely and appropriate decisions when immediate action is required and the supervisor is unavailable, within established policies and delegated authority.
Recognizes situations that require supervisory intervention and appropriately escalates significant, sensitive, or high-risk matters.
Evaluates available information, identifies potential solutions, and makes recommendations to the supervisor when policy or circumstances require additional direction.
Takes ownership of problems and follows through to ensure issues are appropriately resolved.
Takes the initiative to complete tasks as a need is identified.
Demonstrates the ability to remain calm, professional, and solution-focused when dealing with challenging clients, staff concerns, competing priorities, and high-volume workloads.
Provides professional, respectful, and responsive service to clients seeking childcare assistance.
Handles escalated client concerns and assists staff with resolving complaints and difficult interactions.
Explains program requirements, policies, procedures, and decisions clearly and accurately.
Works with clients to identify barriers and determine appropriate resources or referrals.
Ensures client concerns are addressed timely and appropriately.
Maintains confidentiality and protects sensitive client information.
Promotes a customer-service culture that treats clients with dignity, respect, and professionalism.
Reviews casework for accuracy, completeness, timeliness, and compliance with applicable policies and procedures.
Assist workers in identifying and correcting errors or incomplete documentation.
Conducts case reviews and quality-control activities as assigned.
Identifies trends, recurring errors, training needs, and areas requiring additional staff support.
Assists the supervisor in ensuring that unit deadlines and performance expectations are met.
Provides recommendations for improving case processing and unit efficiency.
Assists with audits, quality assurance reviews, reports, and other program-monitoring activities.
Promotes positive working relationships among Child Care Unit staff and other agency departments.
Communicates expectations, changes, concerns, and information clearly and professionally.
Encourages collaboration and teamwork when addressing workload and operational challenges.
Serves as a resource to staff while maintaining appropriate professional boundaries.
Assists in facilitating staff meetings, trainings, huddles, and informational sessions as assigned.
Shares knowledge and best practices with coworkers.
Addresses workplace concerns appropriately and brings unresolved matters to the supervisor's attention.
Demonstrates flexibility and willingness to assist coworkers when unit needs change.
Promotes open, respectful, and effective communication among staff and leadership.
Assists the Child Care Supervisor with daily operational oversight of the unit.
May serve as the supervisor's designee for specific responsibilities or assignments.
Assists with prioritizing work and coordinating coverage during staff absences.
Provides the supervisor with timely updates regarding significant case, client, staff, or operational concerns.
Assists with training, onboarding, coaching, and mentoring of staff.
Provides information and recommendations to assist the supervisor with performance management and staff development.
May participate in interviews, workgroups, committees, special projects, and other activities as assigned.
Performs designated supervisory functions when specifically delegated by the supervisor and within established agency authority.
Assists the supervisor in maintaining continuity of operations during periods of high workload, staffing shortages, or other operational challenges.