Human Services Client Associate

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. The small city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery. The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play. We invite all qualified candidates to learn more and apply for our Human Services Client Associate (Office Associate III) position.

Employees in the Center for Economic Support Customer Relations division is the initial point to access services in the Department of Community and Human Services for residents in crisis and/or need social service interventions. Incumbents provide crisis intervention and emergency support and referral services to the Alexandria community. The incumbent participates in a variety of community relations projects for low-income families including persons at risk of becoming homeless or experiencing homelessness, persons with disabilities or chronic illnesses, elderly, mentally ill, substance dependent, and/or ex-offenders. The incumbent assists in the planning, organization, and implementation of topical workshops, community outreach, and community-based health care programs. Work performed is supervisory reviewed through conference and effectiveness of services to the clients. The Office Associate III is distinguished from the Office Supervisor in that supervisors spend a majority of their time in supervisory activities such as handling personnel issues and assigning and reviewing the work of others.

Examples of Duties:

• Provides in-person and phone crisis intervention and emergency support services to low-income families, elderly persons, ex- offenders, substance dependent, and mentally ill individuals.
• Greets and escorts clients to and from secured area for assessment interviews.
• Interviews clients and assesses need for services, monitors, and evaluates customer success.
• Develops training using training platform tools (Survey Monkey) in collaboration with supervisors and directors.
• Determines eligibility and renewal for dental, vision, and provider-based medical insurance programs.
• Analyzes information and documentation obtained from the interview and determines eligibility.
• Completes application for benefit assistance or assists clients as needed necessary.
• Refers clients to appropriate department and community resources for assistance, if necessary, support client access to resources and manages cases in accordance with program requirements.
• Responds to inquiries from the public concerning program services to include addressing concerns, processing changes to existing cases, and/or makes appropriate referrals.
• Develops and/or coordinates workshops that support independence and self-sufficiency; to include creating flyers and/or facilitating workshop sessions.
• Arranges for and obtains such needed items as food, shelter, and/or prescriptions from community resources or agencies. 
• Stays informed about new and existing client programs and services, including criteria for eligibility.
• Provides coverage and assists with the operations of SNAP-EBT Incentive and Gleaning Programs at farmers markets and collects data for reporting.
• Serves as liaison with multi-cultural and/or multilingual families, and completes translation of signage, documents and/or provide interpretation.
• Updates electronic communication boards for the public and message boards.
• Leads special projects and assists in completion of project charters, plans and prepares presentations.
• Assesses community needs and assists in the planning, organization and implementation of topical workshops, forums and seminars, and/or in developing marketing materials for educational activities.
• Attends civic association meetings, school activities, shelters, and other community functions to provide program information and to discuss issues/topics unique to target groups.
• Maintains and compiles directory of local resources for the community for financial assistance, clothing, housing, and other needed items and services.
• Serves on committees and task forces.
• Assists in the preparation of reports, correspondence, and other administrative tasks.
• Participates in special projects as assigned.
• Performs related work as required.
   

Knowledge, Skills, and Abilities:

Considerable knowledge of: office and administrative practices, policies and procedures as related to assigned program and office support activities; spelling, grammar and punctuation; office terminology, procedures, and equipment technology and office software programs; and mathematics to calculate percentages, formulas and averages to solve mathematical problems. Some skill operating a personal computer, printer, scanner, and a variety of standard office machines and equipment; ability to establish and maintain effective working relationships with coworkers, customers, other public and private agencies, and the public sometimes under stressful situations; ability to collect and disseminate information; make computations with speed and accuracy; file alphabetically or numerically; proofread; type from clear copy or draft; make minor decisions in accordance to regulations and established practices; advise and interpret policies and procedures in researching and resolving inquiries, requests and complaints; and act as a leader to other clerical staff; ability to identify social problems and needs and to assess clients' and/or their family's ability to utilize available services; ability to interpret laws, policies, and regulations for such programs; ability to advocate for service population and liaison with community resources.

Minimum Qualifications:

High school diploma supplemented with related clerical or administrative experience in social services or related field OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Some knowledge of elementary bookkeeping and accounting. Some skill in performing basic maintenance of computer system and general office equipment to include some troubleshooting of automation equipment problems. Ability to organize information and develop/maintain records in various formats; ability to communicate effectively both orally and in writing; ability to follow written and oral instructions; ability to multi-task.

Preferred Qualifications:

Four-year college degree; Strong knowledge of benefit programs and community resources. Some experience in case management, teaching or counseling the economically disadvantaged.