Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program

Description

The City of Richmond Department of Social Services is seeking a highly qualified candidate with strong customer service skills, effective time management abilities, exceptional computer skills and prior benefits experience to fill vacancies for the part-time Benefit Programs Specialist II position assigned to the DSS Solution Support Call Resolution Unit. The ideal candidates will be able to work days, nights or weekends and have strong analytical skills which will assist with identifying customers’ needs, clarify information, researching and providing solutions

Duties include but are not limited to

Interviewing applicants and recipients for public assistance programs to accurately assess the total family situation based upon Federal, State, and local guidelines;
Evaluating applicant eligibility utilizing policy manuals, procedures, and guidelines;
Interpreting and implementing Federal/State benefit programs regulations/guidelines;
Processing benefits applications;
Verifying data to calculate benefit payment amounts;
Handling approved changes in client status by updating information on systems and adjusting benefits;
Referring customers to other resources/services within the City and outside agencies;
Educating customers on their rights and responsibilities;
Verifying information through correspondence, telephone and in-person interviews;
Preparing case narratives/documentation;
Assists customers with inquiries specific to application status, required documentation, navigating CommonHelp, benefits and DSS programs and service eligibility;
Manage the flow from creation to resolution of RVA311- DSS caller inquiries by telephone and email;
Respond to and manage complaints or escalations from internal and external customers;
Performing other related duties as required.

**City of Richmond Department of Social Services employees are considered essential personnel may be required to work during inclement weather and times of declared emergencies.**

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:
Considerable knowledge in Benefits programs and policies including federal, state, and local regulations related to determining eligibility; Programs including policies and procedures (e.g. Medicaid, Auxiliary Grants), relevant theories/behavior models (e.g. Family Systems), and trends and behaviors (e.g. impact of poverty, homelessness) that impact the delivery of human services; Community resources and support; and case management techniques, principles, and practices to evaluate and coordinate the delivery of public assistance to customers;

Demonstrated skills in Microsoft Office Suite; social perceptiveness; conflict resolution; record keeping; basic mathematical computation; Reading comprehension; effective oral and written communication and customer service.

Demonstrated ability to interpret and apply policy, keeping up to date with policy changes and guidance; communicate information and ideas so others understand; listen and understand information and ideas; apply general rules to specific problems to produce answers that make sense; show sensitivity and empathy; and manage time effectively.

MINIMUM TRAINING AND EXPERIENCE:

Same as required in Benefit Program Specialist I (High school diploma with experience in benefit programs, and use of computer software and hardware), including a minimum of 2 years of eligibility experience in human services benefit programs.
An equivalent combination of training and experience which provides the required knowledge, skills and abilities may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

None required

PREFERRED TRAINING AND EXPERIENCE:

Bilingual experience is preferred.
Three or more years of experience processing benefit programs (e.g. SNAP, Medicaid, TANF, ABD, LTC) in a social services environment.
Demonstrated ability to multi-task, listen attentively, problem solve, manage time effectively, write, speak, plan, and organize effectively, motivate, and develop staff, listen and understand comments/concerns, and make sound decisions.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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