Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be based on the candidate’s qualifications and experience.
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If hired as Community Services Aide II, Grade 16, salary range is $59,237 to $71,548.
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If hired as Community Services Aide III, Grade 18, salary range is $64,104to $90,893.
WHO WE ARE
Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.
The Department of Health and Human Services is responsible for delivery of the County’s public health and human services that meets the needs of our community’s most vulnerable children, adults and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.
As a department, we believe the health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
WHO WE ARE LOOKING FOR
The Office of Eligibility and Support Service (OESS) is currently recruiting for an enthusiastic professional to serve in the Community Service Aide III position and help us achieve our mission. We are committed to fostering a collaborative and inclusive environment that supports your growth and success.
This position may be underfilled as a Community Services Aide II (Download PDF reader), Grade 16. Once the employee is at full performance and meets the minimum requirements of the Proficiency Advancement process, they are eligible for the non-competitive promotion through the series to the Community Services Aide III (Download PDF reader), Grade18.
This position will serve as the public contact for the Office of Eligibility & Support Services, Customer Service, and Assistance Center and engage customers by telephone, email and in-person enrollment events and satellite locations.
Primary duties of this position will include, but will not be limited to:
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Resolving customer inquiries and complaints via phone, email and written service request.
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Providing virtual and in-person assistance with federal/state and local benefit programs.
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Serving as a higher-level contact to resolve problematic issues and to facilitate changes.
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Exercising knowledge of subject matter and community resources for food, clothing, shelter and other appropriate resources.
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Operating various federal/state/local database systems to retrieve and upload sensitive information.
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Maintaining statistical data for program performance and analysis.
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Compiling reports on overall customer satisfaction.
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Adhering to established customer service guidelines and procedures to exercise sound judgment, courtesy, and timely responses.
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Interviewing and determining eligibility for all programs administered by FIA.
Telework: This position may be eligible for limited hybrid telework after the initial training period and in accordance with departmental policies and operational needs.
If filled at Community Services Aide III, Grade 18 level:
Experience: Three (3) years of experience providing delivery of social, health and/or public assistance services.
If filled at Community Services Aide II, Grade 16 level:
Experience: Two (2) years of experience providing delivery of social, health and/or public assistance services.
BOTH LEVELS:
Education: Completion of high school or High School Certificate of Completion recognized in the State of Maryland
Equivalency: An equivalent combination of education and experience may be substituted.
Medical Protocol: This position requires successful completion of a pre-employment medical evaluation, which includes a physical examination and drug screening.
The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevancy of training, and experience in the following areas:
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Experience assisting customers with federal, state, or local benefit programs such as SNAP, Medicaid, TDAP, or Temporary Cash Assistance.
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Experience using database systems to retrieve or upload eligibility or case information.
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Experience working with low-income households or vulnerable populations who require social or public assistance services.
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Experience handling a high volume of customer inquiries or service requests by phone, email, or in-person.
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Experience maintaining program, statistical, or performance data to support customer service or eligibility operations.
