Senior Human Services Assistant - Customer Relations

Chesterfield County • Chesterfield, VA

3d • Onsite

About The Position

Chesterfield-Colonial Heights Department of Social Services is seeking a Senior Human Services Assistant to support the Department’s administrative functions provided by two teams: Customer Relations and Documents Management. This leadership role will work collaboratively with another senior team member to enhance customer service experiences through supporting supervisors, training and coaching Human Services Assistants to meet the department’s mission. As the Senior Human Services Assistant, you will serve as a member of the leadership team, providing supervisory coverage, scheduling and support of teams’ goals. You will provide training, coaching, and onboarding for new and existing team members and you’ll also actively provide feedback to meet performance standards. This role involves actively contributing to team success by assisting in facilitating meetings and collaborating to achieve agency and team objectives. A key responsibility that you will have in this role includes leading program-related initiatives through data collection, analysis, and reporting. The position also entails diligently monitoring customer interactions, including calls, walk-in activity, and the processing of benefit-related documents. Furthermore, administrative support is provided through various functions such as assisting telephone customers with benefit inquiries, supporting EBT card issuance, managing electronic records, coordinating daily agency operations including customer service issue resolution, and supporting front desk and call center activities. This work involves engaging with a diverse customer base from Chesterfield County and the City of Colonial Heights and includes performing additional duties as assigned across the department in areas like records management, IST operations, and application registration.

Requirements

• High school diploma supplemented with post-secondary coursework in subjects such as social work, human services, gerontology, or one of the social or behavioral sciences, business or related field, and relevant work experience in public administrative support work; or an equivalent combination of training and experience.
• Considerable knowledge of principles and processes for providing customer and personal services (including customer needs assessment, meeting of quality standards for services, and evaluation of customer satisfaction).
• Considerable knowledge of administrative and clerical procedures and systems such as word processing, spreadsheets, managing files and records, and other office procedures and terminology.
• Some knowledge of laws, regulations, requirements and policies of Local, State, and Federal social, assistance and housing programs.
• Current valid driver's license and good driving record required.
• Based on the Virginia DMV point system, record must not reflect a total of six or more demerit points within the twenty-four months preceding the anticipated hire date, or one major violation of six demerit points within the preceding thirty-six months.
• Out of state driving records must be obtained by applicant and presented at time of interview.
• Records must reflect at least three years of history and be dated within thirty days of interview date.
• Pre-employment drug testing, FBI criminal background check and education/degree verification required.
• A Chesterfield County application is also required and must be submitted online by the deadline.

Nice To Haves

• Experience in office support, direct customer service, clerical, or call center operations (local government/public administration preferred).
• Strong proficiency in Microsoft Office, electronic records, basic spreadsheets, and database applications.
• Excellent organizational, oral/written communication and interpersonal skills.
• Ability to analyze, compile, and review data from multiple systems.
• Exceptional ability to collaborate and achieve performance goals.
• Strong attention to detail, ability to work under pressure, and manage multiple tasks effectively.
• Demonstrate increase responsibility in career growth.
• Bilingual in Spanish candidates are encouraged to apply.
• Possess a Masters or Bachelors Degree in Social Work, Masters in Human Services, LCSW, Child Welfare Stipend participants, completion of COVLC new worker training or are Bilingual (Spanish & ASL).

Responsibilities

• Serve as a member of the leadership team, providing supervisory coverage, scheduling and support of teams’ goals.
• Provide training, coaching, and onboarding for new and existing team members.
• Actively provide feedback to meet performance standards.
• Assist in facilitating meetings and collaborating to achieve agency and team objectives.
• Lead program-related initiatives through data collection, analysis, and reporting.
• Monitor customer interactions, including calls, walk-in activity, and the processing of benefit-related documents.
• Assist telephone customers with benefit inquiries.
• Support EBT card issuance.
• Manage electronic records.
• Coordinate daily agency operations including customer service issue resolution.
• Support front desk and call center activities.
• Perform additional duties as assigned across the department in areas like records management, IST operations, and application registration.
• Serve as part of an Emergency Shelter Team during times of natural disaster, reporting to shelter duty as required.

Benefits

• Attractive benefits package
• Incentives, approved through the Virginia Department of Social Services, to candidates hired who possess additional relevant training, skills and experience.
• Credit towards the Public Student Loan Forgiveness Program (PSLF)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED