Front Desk Human Services Manager

Human Services Manager

Are you an experienced detail-oriented professional with strong critical thinking skills and the ability to make sound judgments? The Prince William County Department of Social Services, Customer Support and Services Division (CSS) is seeking a Human Services Manager for the Customer Response Team (CRT) to lead and manage a team of Administrative Specialists. If you are looking for an excellent opportunity to make a lasting impact, this could be the job for you!

As a Human Services Manager, you will oversee a team of Administrative Specialists and manage daily operations across our public benefits programs, ensuring that staff are well supported and that the people we serve receive timely, high-quality service.

Additional responsibilities will include:

• Monitoring workload demands and distributing assignments to meet both immediate and ongoing operational needs.
• Developing, implementing, and evaluating processes and policies to ensure compliance with federal, state, and local regulations.
• Providing guidance to staff on application matters, policies, and procedures, and communicating departmental and divisional initiatives related to customer services and professional development.
• Collaborating with managers within the division and across other divisions to ensure a positive service delivery and high-quality internal and external customer services.
• Meeting regularly with staff to communicate performance expectations, conducting performance evaluations, and identifying training and development needs. Provide coaching as needed.
• Overseeing team workflows, including receiving, researching, and uploading documents; ensuring staff conduct system searches timely and accurately, and uploading results to the case management system.
• Ensuring staff deliver timely, professional customer service via face-to-face or email interactions as needed.
• Managing mail and email correspondence to ensure timely responses.
• Maintaining quality control and ensuring compliance with organizational policies, procedures, and service standards.
• Identifying process improvements, addressing workflow issues, and performing other duties as assigned to support business operations.

Minimum Requirements:

• High school diploma or G.E.D., and 7 years of experience in human services, including strong customer service delivery and working with vulnerable populations

Preferences:

• 5 or more years of experience working with the Virginia Case Management System (VaCMS)
• 3 or more years of experience in a management role or equivalent leadership experience
• Proficient in using computer systems, office applications, and telecommunication software to complete analyses and presentations.

Special Requirements:

• All DSS staff are required to provide emergency human services work, including staffing emergency shelters in the event of a community disaster.
• Must be bilingual in English and Spanish.
• Candidates must pass criminal history, child protective services, DMV background checks, as well as a language proficiency test for the bilingual requirement.
• 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.
• This position is not eligible for telework. Staff in this position work on-site at the Woodbridge DSS office.

Work Schedule:

37.5 hours per week, Monday–Friday, 8:00 am–4:00 pm at the DSS office at the Ferlazzo Government Center in Woodbridge, VA

Starting Salary Range: $91,162.50 - $ Annual

We also offer great benefits, including:

• Retirement from the Virginia Retirement System (VRS)
• 401a and 457 retirement savings and investment plans
• Paid Annual Leave
• Paid Personal Leave
• Paid Sick Leave
• Paid Holidays
• Optional Group Medical and Dental Health Plans
• Optional Group Life Insurance
• An Employee Assistance Program (EAP)
• Career Development Opportunities

Full-time positions with Prince William County Government qualify for Public Service Loan Forgiveness.  for PSLF for additional information.

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.