Social Services Assistant - Benefits Division

This Social Services Assistant assigned to the Charlottesville Department of Social Services Benefits Division performs technical, administrative and customer service support functions in the process of determining eligibility and ongoing service delivery to individuals and families. Work is performed under the regular supervision of a lead worker or assigned Supervisor. May be asked to work during emergency operations as outlined in the Social Services Department continuity of operations plan.

This position may be eligible for a hybrid (partial telework) schedule following successful completion of a 6-month probationary period; however, this is not a fully remote position and regular in-person attendance for meetings, trainings, and operational needs is required.

The preferred hiring range for this position is between $21.07 - $25.90 an hour ($43,825.60 - $53,872.00 annually), with starting pay based on applicable education, experience, and internal equity. This full-time, non-exempt position offers a comprehensive benefits package, health insurance with employer contribution, employer-paid life insurance, gym membership reimbursement, tuition assistance, and professional development opportunities. This position is also eligible for the following leave and retirement benefits:

• Vacation Leave: 3.09 hours accrued bi-weekly (increases with YOS).
• Sick Leave: 4.62 hours accrued bi-weekly, approx. 120 hours per year with no limit on accumulation.
• 13 Paid Observed City Holidays
• 1 Floating Holiday which must be taken during the fiscal year (July 1 - June 30)
• Choice of retirement plan: 
  • Defined Benefit Pension Plan: Provides a monthly benefit upon retirement, calculated using a defined formula based on earnings history, years of service, and age. The plan includes a 5-year vesting period and requires an employee contribution of 5% of salary.
  • Defined Contribution 401a Plan: Employer makes fixed contributions to an individual account, which are invested, and returns are credited to the account. The account balance is used to provide retirement benefits. Vesting occurs at 33% after one year, 67% after two years, and 100% after three years of service. No salary contribution is required.
• Voluntary 457 Deferred Compensation Plan
• Eligibility to purchase prior service credit under the Defined Benefit Plan

The City of Charlottesville manages its own retirement system and does not participate in VRS; however, a Portability Agreement is available for eligible employees. For additional details, please refer to the “Benefits” tab within this posting or visit the City’s Employee Benefits webpage. 

To perform this job successfully, an individual must be able to perform satisfactorily the duties essential to their role. 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.

• Assists applicants, clients, and staff in completing forms and other documents.
• Screens and reviews applications and other records. Verifies information through collateral contacts and available computer system searches.
• Searches federal, state and local information systems. Uses information to set up records and assign applications and records as appropriate.
• Schedules appointments for applicants, ongoing clients, and others when needed.
• Reviews case forms and other documents both paper and electronic for accuracy, completeness, and conformance to policies and regulations.
• May be assigned to handle EBT card issuance such as but not limited to responding to client inquiries, complete necessary data entry, required logs, forms completion and scanning with accuracy and confidentiality, assist clients with card setup including PIN selection and troubleshooting. 
• Provides information on policies, procedures, payments, services and application requirements to other employees, vendors, agencies, and the public.
• Collects information and compiles data for preparation of special and periodic reports and/or assessments and reassessments.
• Assists in the development of office procedures and operates a variety of office technology.
• Maintains filing systems and assists in purging of case files.
• Provides clear and courteous guidance and support to clients throughout the process.
• Provides administrative support such as preparing, copying, scanning, and distributing documents, letters, and files.
• 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.

Other Duties

• Performs additional duties to support operational requirements as apparent or assigned.

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

• High school diploma or GED AND one (1) year of clerical or administrative support work experience which included face to face customer service experience.

Certifications/Licenses/Other Requirements:

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

Preferred:

• One (1) year of work experience in a Virginia social services agency. 
• Virginia driver’s license and acceptable driving record.

Knowledge, Skills, Abilities and Other Characteristics
Job Knowledge

• General knowledge of agency standards, policies, and functions. 
• Basic knowledge of the criteria/application requirements for eligibility and services programs for standard situations.
• Basic 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.

Reading

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

Writing

• 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.

Math

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

Communication Skills

• 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.

Independence and Decision-Making

• 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.

Technical Skills

• 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.

Fiscal Responsibilities

• No budgetary/fiscal responsibilities.

Supervisory Responsibilities

• No responsibility for direction or supervision of others. 

Other Characteristics

• 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.

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).  

Machines, Tools, Equipment, Software and Hardware:

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

Work Environment:

• 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.

A pre-hire background check will be conducted on all candidates who are selected for employment with the Department of Social Services. It will include a criminal record check and a child abuse/neglect registry search. Additionally, a driving record check and education verification may be conducted if applicable.

Please note: The Charlottesville Department of Social Services is unable to hire any applicant, intern, or volunteer if the criminal record check reveals a conviction for, or arrest awaiting final disposition of a barrier crime as set forth in § 63.2-1719 of the Code of Virginia. Please click here for the list of barrier crimes: http://law.lis.virginia.gov/vacode/63.2-1719/