Sr. Social Services Assistant - Benefits Division en City of Charlottesville, VA

About the Department

• For a general summary of benefits offered by the City, please click the 'benefits' tab on this posting, or visit https://www.charlottesville.gov/1047/Employee-Benefits.
• The City of Charlottesville manages its own retirement system and does not participate in VRS; however, the City has a Portability Agreement with VRS and there are certain provisions that must be met. If questions pertaining to the Portability Agreement, please contact the City's Benefits Administrator at 434-970-3462.

Position Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description.  The City retains the discretion to add to or change the duties of the position at any time.

• Prepares weekly team statistics and notifies relevant individuals of work progress.
• Assists applicants, clients, and staff in completing forms and other documents primarily through in-person interviews, screening and reviewing applications and records verifying information.
• Searches federal, state and local information systems to set up client records and make assignments.
• Reviews case forms and other documents for accuracy, completeness, and conformance to policies and regulations.
• Interprets and makes determinations based on established policies, precedents, and administrative regulations.
• Assists with or resolves non-routine/difficult situations based on knowledge and interpretation of established policies and procedures. 
• Schedules appointments for applicants, ongoing clients, and others when needed.
• Monitors incoming paperwork including electronic sources and assigns cases to appropriate staff.
• Provides information on policies, procedures, payments, services and application requirements to other employees, vendors, agencies, the courts, and the public.
• Analyzes administrative functions and provides feedback to supervisor on departmental policies and procedures to improve processes or resolve issues.
• Maintains and monitors filing systems and records according to established guidelines.
• Collects information to prepare special and periodic reports and to interpret and organize resource information.
• May serve as lead Social Services Assistant by supporting, training, and advising Social Services Assistants and Customer Service staff on complex and/or sensitive situations.
• Provides coverage for support positions as needed.
• Analyzes short-term administrative needs of the unit (e.g., status of supplies and equipment, determining if work order is needed).
• Required to respond upon activation from the City Manager of the Continuity of Operations Plan and/or Emergency Operations Plan. Must have the ability to be contacted and respond based on Department guidelines.
• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and reliable attendance.

• May exercise general supervision in the absence of the supervisor.
• May maintain information security.
• Performs additional duties to support operational requirements as apparent or assigned.

Minimum Qualifications

Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education.

• High School Diploma or GED AND two (2) years of clerical or administrative support work which included face to face customer service experience.

• Associates Degree or certificate in a human services field.
• Two (2) years of experience in a Virginia social services agency.
• Virginia Driver’s License and acceptable driving record.

• Required to successfully pass a pre-employment background check and pre-employment drug screen.

• Intermediate knowledge of agency standards, policies and functions. 
• Knowledge of the ongoing analysis of administrative functions or services, and the department and city administrative guides.
• Intermediate knowledge of the criteria/application requirements for eligibility programs and services programs for standard situations.
• Knowledge of interviewing techniques and skill in interviewing and eliciting needed information from clients. 
• Good knowledge of and proven skill in the use of a computer, office equipment, and standard recordkeeping management.

• Intermediate: Ability to read, understand and interpret social services policies and regulations and reference materials.

• Intermediate: Ability to organize data and prepare explanations and summaries such as data for reports, assessments and reassessments with proper format, punctuation, spelling, and grammar, using all parts of speech. Prepares non-routine correspondence that includes explanations.

• Basic: Ability to perform the four basic arithmetic operations (addition, subtraction, multiplication, division).

• Basic: Establishes and maintains effective working relationships with co-workers, clients, applicants, and the public. Provide standard information to and interacts with others outside direct reporting relationships on procedures or general policies. Interaction requires recognizing different points of view to ensure understanding and appropriate response to reach understanding and gain cooperation. May have stressful or negative interactions requiring tact and persuasion.

• Requires General Direction: Normally performs the job by following general instructions or established standard operating procedures and/or policies. There is some discretion when making decisions among a few easily identifiable choices of the appropriate procedure or policy to apply to duties. Performance is reviewed frequently.

• Skilled: comprehensive, practical knowledge of eligibility and services programs and requirements. Skill in interviewing and advanced word processing (spreadsheets, graphics, database programs). Skill in the use of Microsoft Office applications and department software.

• No budgetary/fiscal responsibilities.

• No responsibility for supervision of others. May occasionally direct work as lead worker.

• Working closely with others as part of the team.
• Excellent customer service skills.
• Organization and time management skills.
• Constant interruptions and requests for service.
• Work effectively with sensitive and confidential issues and information.
• May require dealing with angry, frustrated and/or upset individuals.

Other Qualifications

Physical Demands:

• Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to frequently remain in a stationary position.  
• Must occasionally move about inside the office to access file cabinets, office machinery, etc.   Must constantly position self to maintain files in file cabinet.
• Must be able to communicate information and ideas so others will understand.  Must be able to exchange accurate information in these situations.  
• Ability to observe at close range (within a few feet of the observer).  

• Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned.  

• Work is performed in office environment where there may be exposure to computer screen for extended periods of time, monitor glare and dust.
• The noise level is usually moderate.