Self Sufficiency Service Intake Specialist

Position: Self Sufficiency Service Intake Specialist (Open Until Filled)

Self Sufficiency Service Intake Specialist (Open Until Filled)

The Self Sufficiency Service Intake Specialist will answer the CPS and APS intake lines for the Department of Social Services, accurately document calls in state systems, generate detailed reports for supervisors, provide information to outside agencies such as law enforcement and the Commonwealth Attorney’s Office, and perform computer searches and related duties as assigned.

Essential Job Functions

• Receive phone calls, internet reports, and faxes from mandated reporters and citizens regarding children, the elderly, and adults with disabilities in vulnerable situations.
• Input CPS and APS referrals into state computer systems.
• Process calls daily while producing high‑quality, accurate reports.
• Quickly assess and prioritize reports as they come in to the intake line.
• Work with little to no downtime between calls during peak times.
• Remain calm and professional during intense and emotional situations involving vulnerable populations, including allegations of significant abuse and neglect.
• Exercise sound judgment, discretion, tact, and resourcefulness in providing services.
• Document all relevant information and complete all required forms in a short period of time.
• Interpret laws, policies, and regulations for compliance with federal, state, local, and agency standards, guidelines, and laws.
• Maintain effective working relationships with employees, law enforcement, school employees, residential facilities, and the general public.
• Make referrals to entities such as Law Enforcement, Commonwealth Attorney’s Office, and other appropriate agencies.
• Develop and maintain relationships with community agencies.
• Summarize information concisely and accurately.
• Attend trainings as required.

Education

Required:

Bachelor’s degree from an accredited college or university with major coursework in social work, psychology, counseling, or a related field, or a combination of training, education, and experience that demonstrates the ability to perform the work described.

Preferred Experience

Some experience in the human service field and/or employment services.

Certifications & Licenses

Required:

Valid Virginia driver’s license with a good driving record.

Knowledge, Skills & Abilities

• Write and speak clearly and effectively.
• Use standard office personal computer hardware and software.
• Excellent communication and customer service skills.
• Analyze complex problems and make decisions.
• Gather and interpret information.
• Adhere to professional ethics related to confidentiality.
• Maintain effective working relationships with employees, law enforcement, school employees, residential facilities, and the general public.
• Communicate effectively with all levels of staff, other agency officials, and the public.
• Conduct searches of computer systems to ensure information is not duplicated.
• Send information to appropriate agencies as required.
• Exhibit teamwork and interpersonal skills.

Additional Requirements

Subject to a complete criminal history and Child Protective Services background checks with acceptable results. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description.

Benefits (Full‑time Employees)

• Progressive Flexible Leave Plan with cash‑in option
• Twelve paid holidays
• Short Term Disability Insurance
• Long Term Disability Insurance
• Health, Vision and Dental Insurance
• Life Insurance
• Flexible Spending Accounts – Medical and Dependent Care
• Virginia Retirement System – Membership in VRS is automatic upon hire into a covered position;
  County contributes and employees pay their membership contribution.
• Tuition Reimbursement
• Employee Assistance Program
• Credit Union Membership
• Deferred Compensation Plan with County Match

Supervisory Responsibilities

None

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