Position Description Benefits Supplemental Questions
Human Services, a department of the City of Seattle, funds and operates programs and services that meet the basic needs of the most vulnerable people our community families and individuals with low incomes, children, domestic violence and sexual assault victims, homeless people, seniors, and persons with disabilities.
Staff employed in the position perform the full range of general administrative support duties and/or several specialized clerical tasks in support of a program. Representative duties at this level include establishing and maintaining logs, files, indexes and similar records systems; compiling and editing special reports; composing routine correspondence; checking the work of others for errors or omissions; verifying information to be included in documents of public record; gathering statistical information to be used for reports; and reviewing, evaluating and entering data into personal computer or terminal, creating or updating files.
Provides technical assistance to clients which may include analyzing family budget plans and providing information on other services the client may be eligible to access. Explains benefit denials to ineligible clients.
Generates and reviews weekly enrollment reports to monitor application processing. Generates and monitor daily reports for subsequent recertification notices to customers.
Fields and researches complex customer cases referred from Program Intake Representatives within the work group.
Collaborates with Seattle Public Utilities and City Light representatives to resolve issues related to time-sensitive situations or in avoiding shut-offs. Provides recommendations for exceptions to sensitive customer cases.
Identifies concerns which may arise regarding call routing, messaging or other phone system problems. Recognizes system issues and works closely with the appropriate resources to provide resolution in a timely manner.
Generates monthly reports on phone and application statics.
Provides support to customers by following established program policies, procedures, and eligibility requirements.
Provides information and referral on services available through other agencies. Connects customers to interpreter services for non-English speaking clients. May conduct outreach activities at community agencies.
The equivalent of an Associate degree in Social Science, Education, or related field (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).
Three years of experience interviewing or counseling clients or in community outreach, preferably in a social service setting
Experience analyzing data trends to make informed strategic decisions and monitor implementation of a program. Proficiency working with Windows-based software including Internet, Adobe Acrobat, and Microsoft Office Suite 2007 (Outlook, Word, Excel, PowerPoint, Access, etc.)
Experience working in a fast-paced social service, health or call center environment with proven ability to successfully interviewing or counseling clients.
Experience working with family, senior, immigrants and refugee services and other related areas.
Ability to provide leadership and work collaboratively on teams to improve quality performance and efficiency.
Second language fluency in Chinese, Vietnamese, or Spanish.
Strong written, oral, and interpersonal communication skills with the ability to appropriately communicate with executives, staff, community-based organizations, and government agencies.
Experience providing customer service excellence to individuals from diverse social, economic and cultural backgrounds.
City Of Seattle, WA