Social Services Assistant

Position Title:

Social Services Assistant

Employer:

State of Connecticut, Department of Social Services (DSS)

Location(s):
Bridgeport, Hartford, or New Haven, CT.

Shift: First shift, full time (40 hours per week).

Schedule:

8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM.

A Social Services Assistant in the First Touch Contact Center is responsible for high-volume call management and the preliminary assessment of client needs for referral, gathering and sharing information concerning client problems primarily over the phone. DSS also provides customer service in face‑to‑face settings at its Resource Centers.

• Communicate clearly and empathetically with clients and colleagues.
• Adapt to frequent changes in instructions, directives, and assignments.
• Multi‑task using various computer applications concurrently.
• Update the DSS computer system with clear and concise case notes.
• Respond to client concerns and complaints.
• Attend mandatory meetings and trainings via Teams and in person.
• Keep up to date with program and policy changes through trainings and written communications.

• Excellent verbal, written, and interpersonal skills.
• Experience working with culturally diverse populations.
• Experience conducting in‑depth interviews.
• Ability to work independently and as part of a team.
• Strong data entry, research, record‑maintenance, and analytical skills.
• Critical thinking and reviewing work with attention to detail.
• Ability to organize workflow and adapt to shifting priorities to meet deadlines.
• Proficiency navigating multiple computer systems and software concurrently.
• Understanding and applying federal and state guidelines and statutes.

High school graduation or equivalency, or any experience and training that provides the skills and abilities listed above.

• Experience in customer service and/or a human services field.
• Experience with high‑volume call management and addressing client complaints through conflict resolution and technical support.
• Experience guiding clients through problem‑solving processes and de‑escalation.
• Experience working with Microsoft 365 and customer relationship management (CRM) software such as Salesforce.

• Professional growth and paid professional development opportunities.
• Healthy work‑life balance for all employees.
• Eligible for Public Service Loan Forgiveness after 10 years of service.
• Opportunity to navigate a rewarding career in the public sector.
• Collaborative team environment and support for employee success.

Incumbents in this class may be required to travel.

The State of Connecticut is an equal‑opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.