Bilingual Administrative Specialist

Are you passionate about helping others and making a real impact on your community? Do you have strong customer service experience and are prepared to take the next step in your career? If so, join a team that does important work for vulnerable adults and their families! The Prince William County Department of Social Services, Customer Support and Services Team (CSS) is seeking a qualified applicant for our Administrative Specialist position to deliver information and assistance to our customers.

About This Role:

The ideal candidate will work on the Customer Response Team (CRT), serving as the first point of contact for individuals reaching out to the Department of Social Services. We seek an individual who can understand and communicate complex information with empathy, patience, and respect, pays strong attention to detail, and can work in a fast-paced environment. The Administrative Specialist must be able to work both independently and collaborate with team members to deliver excellent service to customers and staff.

The candidate must have strong computer skills and be able to navigate between various state and county computer systems as well as communicate effectively both verbally and in writing in both English and Spanish. The candidate must pass a language proficiency test to qualify for employment. If you’d like to become a part of a team committed to making lives better, apply now!

Typical tasks:

• 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, and Energy Assistance).
• 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 appropriate staff.
• Support callers who may be in crisis by de-escalating and ensuring linkage to appropriate support services.
• Perform other administrative tasks related to general office functions.

Minimum Requirements:

• High school diploma or G.E.D and 2 years of relevant experience performing administrative functions and customer service.

Preferences:

• 2 or more years of experience providing customer service in an organization that serves vulnerable individuals and families.
• 2 or more years of experience working with the Virginia Case Management System (VaCMS).
• 1 year or more of experience working in a call center environment or in managing a high volume of incoming calls.
• Knowledge of local, state, and federal social services programs.
• Proficiency in using computer systems, Microsoft Office Suite applications, and telecommunication software.
• Possess strong interpersonal skills as well as strong verbal and written communication skills.

Special Requirements:

• Must be bilingual in English/Spanish
• 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 are eligible to telework but may be required to report to the office intermittently. Telework eligibility is subject to change as business needs warrant; there is no future guarantee of telework.

Work Schedule:

37.5 hours per week

Monday – Friday 8:00 am – 4:00 pm or 9:00 am – 5:00 pm.

After initial training period, may be eligible to telework. Employees who telework must have adequate workspace and internet connection. Staff may be required to report to the office on an intermittent basis (e.g., for meetings or training). Telework is subject to change based…