This position is located in the Economic Security Administration (ESA), Department of Human Services (DHS), Division of Customer Workforce Employment & Training (DCWE&T), Office of Work Opportunity (OWO). The Division of Customer Workforce Employment and Training (DCWET) was designed to offer Customers under the TANF Employment Program (TEP) the education, employment, and multigenerational supports needed to achieve family stabilization and economic self-sufficiency. Fundamental to its purpose, DCWET partners with Customers, TEP Service Providers, community partners, city agencies and other stakeholders to ensure that Customers and their families over time acquire the resources, skills and sustained behavioral changes necessary to attain and preserve their economic independence. The Office of Work Opportunity (OWO) serves two main functions related to the TANF Employment program (TEP): (1) Conducts customer orientation and assessment, which are conditions of TANF eligibility and are used to make strategic referrals to TEP Service and barrier remediation Providers; (2) Pilots best practices in serving TANF families to include coaching, mental health, tuition assistance, and community-based programming; and (3) Assist DC DHS TANF customers achieve their employment goals that will help them obtain sustainable careers. The purpose of this position is to serve as Social Services Assistant.
The incumbent works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by supervisor. Adheres to protocols and follows up appropriately to identify, escalate, and address any questions, concerns, and issues from both external customers and internal coworkers. The incumbent utilizes all required eligibility systems, service delivery systems and other related systems along with other sources of electronic and paper information to look up case history, understand current eligibility and identify any required actions from the customer or DHS. This position is to provide program support assistant duties by providing a variety of clerical, administrative and other support functions that are auxiliary to the various responsibilities of management and other professional staff of the respective program area.
Duties and Responsibilities
The incumbent will answer and direct phone calls to the appropriate staff, responding to customer inquiries about the TANF Program and coordinating TANF Comprehensive Assessment (TCA) appointments for customers. The incumbent will have rotating front desk duties which include greeting customers, responding to customer questions about the TANF Program and related topics and providing appropriate direction. Duties also include photocopying, scanning and faxing, sending emails, updating and maintaining databases and monitoring, ordering and inventorying office supplies.
Utilizes all required eligibility systems, service delivery systems and other related systems along with other sources of electronic and paper information to look up case history, understanding current eligibility, and identify any required actions from the customer or DHS. Registers and interviews customers in person and by telephone to collect information and evidence required for eligibility determinations. Provides high-quality customer service by listening respectfully and responding appropriately, empathizing with the customer to identify and document barriers. The incumbent will also capture detailed case notes using templates and protocols for the future reference by authorized staff.
Qualifications and Education
Applicants must have at least one (1) year of specialized experience equivalent to the CS-6 grade level, in the District of Columbia government services, or equivalent public or private sector. Specialized experience is experience which is directly related to the position and has equipped the individual with the knowledge, skills and abilities to successfully perform the duties of the position. Examples of specialized experience include: Preparing special and periodic reports which require the selection, compilation, and arrangement of factual data taken from the record systems and other data available within the office.
Licenses and Certifications
The work is primarily performed in an office setting involving everyday risks or discomforts which require normal safety precautions.
Other Significant Facts
Tour of Duty: 8:15am to 4:45pm
Area of Consideration: LEAP Candidates ONLY
Promotion Potential: None
Collective Bargaining Unit: AFSCME 2401
Duration of Appointment: Career Service Regular
Pay Plan, Series and Grade: CS-303-07
Position Designation: This position has been deemed Security Sensitive under the guideline of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure.
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