Do you have a passion for eliminating homelessness and have a strong commitment to providing excellent customer service? Then look no further! Come work as an Information and Referral Specialist for Prince William County Department of Social Services, Drop In Center. We are looking for a part time customer service-oriented individual that is a team player, ability to multi-task in a fast-paced environment, maintain confidential information, familiar with updating social media sites and able to communicate effectively on the phone and in person.
The Coordinated Intake is a new program in the Department of Social Services' Homeless Services Division that serves people who are experiencing a housing crisis or are already homeless. Information and Referral Specialists meet clients either by phone, email or face-to face, to assess their needs and refer them to appropriate housing and assistance programs. Using a comprehensive assessment tool, Coordinated Intake staff evaluate the clients' specific needs and then refer them to eligible programs, housing opportunities, financial assistance or supportive services, all with the goal of preventing and reducing homelessness. The Coordinated Intake phone line is staffed 12 hours per-day, seven days per week. We have positions available that include both evening and weekend hours, as well as regular weekday hours. The schedule this position is 15 -19hrs/wk, including Saturday and Sunday.
The ideal candidate will have previous experience in delivering high quality customer service via telephone, email and/or face-to-face and assessing human services to vulnerable populations, particularly those who are homeless or at-risk of homelessness. The candidate should have a strong understanding of local community resources and the ability to engage clients in collaborative problem solving and communicate appropriate recommendations. They must have strong communication skills, including with people from a wide variety of socio-economic backgrounds and must be able to work independently and with limited supervision.
PREFERRED SKILLS & EXPERIENCE
Experience in delivering high quality customer service over the telephone; previous experience delivering human service program to vulnerable populations, particularly those who are homeless or at-risk of homelessness; experience working with people from a wide variety of socio-economic backgrounds; experience posting information on social media tools (e.g. Facebook) and bi-lingual ability (Spanish/English).
ENTRY SALARY: $19.51 - $26.31/hr.
NOTE: The selected candidate will be required to pass a pre-employment background check.
General Definition of Work, Typical tasks, Knowledge, Skills and Abilities
GENERAL DEFINITION OF WORK:
Performs routine professional work involving initial service, eligibility evaluation, needs assessment and inter/intra-organizational coordination for services.
Work is performed under regular supervision of the Department Director or designee, or Communication, Referral, Information, and Assistance (CRIA) Coordinator.
Conducts the initial interview with applicants for local department assistance and/or services;
Obtains information necessary to determine eligibility for both income maintenance and social service programs; or eligibility for other County services, programs or referrals;
Assists applicants in identifying their problems and the need for services;
Provides information to applicants about community resources and department resources and how to use the information;
Establishes appointments for services or referrals to appropriate agencies after initial screening;
Informs applicants of what to expect from assistance provided; what verifications will be necessary to receive specific assistance;
Performs tasks assigned to both eligibility and service workers;
Verifies data for accuracy, consistency and completeness;
Computes screening calculations to determine the feasibility of filing a formal application, informs applicant of their potential for eligibility or ineligibility, including their rights to file an application and receive a formal decision;
Informs applicant of their potential eligibility or ineligibility, including their rights to file an application and receive a formal decision;
Explores other sources of income or services if applicable to eligibility for services;
Screens for employability of an applicant;
Provides direct emergency services such as food, shelter, medical care and transportation to clients and other services provided by other agencies that may be appropriate;
Prepares written initial screening assessment, statement of the problems; and other related reports;
Provides information and material to applicants about rights and responsibilities;
Attends meetings, conferences, and makes public presentations;
Maintains necessary records and files, as required by policies, guidelines and regulations;
Prepares reports and files applications on individual cases as appropriate;
Recommends changes in policy or procedures based on client's needs assessments experience;
Follows CRIA standards and guidelines as established by Department of Aging and Rehabilitative Services (DARS), if assigned to Area Agency on Aging;
Follows CRIA standards and guidelines as appropriate, and coordinated entry guidelines as established by Housing and Urban Development (HUD), if assigned to Social Services.
KNOWLEDGE, SKILLS AND ABILITIES:
Some knowledge of the principles and practices of public social service organizations and public assistance programs; some knowledge of current social economic and health problems and of human behavior and social functioning; some knowledge of human and civil rights laws to include Title II, Title VII, EPA, ADEA and Fair Housing Practices, if applicable to job assignments; some knowledge of homeless populations and services provided to households that are homeless or at risk of becoming homeless, if applicable to job assignment; some knowledge of aging and disability populations, if applicable to job assignment; ability to establish and maintain effective working relationships with clients, co-workers, and the general public; ability to analyze facts and exercise sound judgment in arriving at conclusions; ability to communicate effectively, both orally and in writing; ability to prepare clear and concise reports.
Education and Experience
Any combination of education and experience equivalent to a Bachelor's degree in Behavioral Sciences, Human Services, Social Work, Gerontology, Education, Communications, Business Administration, Public Administration, Criminal Justice, Civil Justice or related field applicable to work assignment.
Area Agency on Aging Requirement:
Must complete Uniform Assessment Instrument (UIA) Training.
Must pass criminal background check pursuant to VA Code Ann. 19-392-92 (2010) and the Older Americans Act of 1965 as amended in Section 701.
Must pass DMV Record check.
Must possess a valid driver's license.
Must obtain CIRS-A (Certified Information and Referral Specialist – Aging/Disability) from the Alliance of Information and Referral Systems, Inc. within two (2) years of employment.
Mandated reporter of elder abuse.
Department of Social Services Requirement:
Must obtain CIRS (Certified Information and Referral Specialist) from the Alliance of Information and Referral Systems, Inc. within the required guidelines.
All DSS employees may be required to assist in local emergencies that require sheltering.
Mandated reporter of elder and child abuse.
According to Virginia Department of Social Services (effective January 1, 2014) and Virginia Department of Juvenile Justice Standards 6 VAC 35-140-260 (effective 2005), the following background checks may be conducted depending upon the nature of the position: reference check, local, state and national criminal record (fingerprinting), Child Protective Services record, DMV record, and credit history.
Police Department Requirement:
Must pass a polygraph examination, background investigation and credit check.
Must pass physical examination to include drug screen and criminal record check.
Must possess a valid driver's license.
Must pass DMV records check.