Temporary Administrative Specialist for Call Center

Posting number: 202610737

Department: SOCIAL SERVICES

Division: CUSTOMER SERVICE AND SUPPORT

Job classification: Administrative Specialist /B23

Posting type: Open

Categories: Social Services, Community and Social Services

Summary

Are you passionate about helping others and making a meaningful impact in your community? Do you bring strong customer service skills and want to grow your career in a role that truly matters? If so, we invite you to join a team dedicated to supporting vulnerable adults and their families!

The Prince William County Department of Social Services Customer Support and Services (CSS) team is seeking a motivated and customer-focused professional to serve as a Temporary Administrative Specialist, delivering information, guidance, and support to individuals who rely on our services every day. 

About This Role: 

In this role, you will work on the Call Center Team as the first point of contact for individuals contacting the Department of Social Services. This role is well-suited for someone who can understand and communicate complex information while demonstrating empathy, patience, and respect. 

We are looking for an individual who is detail-oriented and thrives in a fast-paced environment. The Administrative Specialist must be able to work both independently and collaboratively to deliver excellent service to customers and staff.  The candidate must have strong computer skills, be able to navigate between various state and county computer systems, and communicate effectively both verbally and in writing.  If you’d like to become a part of a team committed to making lives better, apply now!

Job Duties: 

• Promptly answer incoming calls using a multi-line phone system with courtesy, respect, and professionalism.
• Provide basic information regarding public benefits (SNAP, TANF, Medicaid, Child Care, Energy Assistance, etc.)
• Research cases and provide appropriate information and updates to authorized parties while maintaining confidentiality. 
• Utilize internal systems and directories to locate program contacts and ensure accurate referrals.
• Triage calls and direct to appropriate case workers, divisions, or external agencies, as needed.
• Maintain up-to-date knowledge of county social service offerings and community-based resources.
• Document call interactions accurately and escalate complex or urgent calls to the appropriate staff.
• Support callers who may be in crisis by de-escalating and ensuring linkage to appropriate support services.
• Register applications for benefit programs. 
• Perform other administrative tasks related to general office functions. 

Minimum Requirements:

High school diploma or G.E.D and 2 years of related experience performing customer service work

Preferences:

• 2 or more years of experience providing customer service in an organization that serves vulnerable individuals and families
• 1 year or more of experience working with the Virginia Case Management System (VaCMS)
• 1 year or more of experience working in a call center or public assistance office
• Knowledge of local, state, and federal social services programs
• Proficiency in using computer systems, office applications, and telecommunication software.
• Strong verbal and written communication skills
• Bilingual in English and another language

Special Requirements:

• All DSS staff are required to provide emergency human services work, including staffing emergency shelters in the event of a community disaster. 
• Candidates must pass criminal history, child protective services, and DMV background checks.
• Resource/foster parents for youth in the Prince William foster-care program may not be employed by the Prince William Dept of Social Services.  Resource/foster parents for youth from other localities are welcome to apply.
• Staff in this position must possess a valid driver’s license and be eligible to drive for work.

Work Schedule:

37.5 hours per week, Monday – Friday, 9:00 a.m. – 5:00 p.m. 

This is a hybrid telework position, with most work performed off-site. Staff may be required to report to the office intermittently (e.g., for meetings or training). Employees who telework must have adequate workspace and internet connection.  Telework eligibility may revert to in-office scheduling if business needs change.

Hiring Salary Range: $25.44 to $36.98 hourly 

NOTE: The above position description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department. To view the class description in its entirety, click here. 

Prince William County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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