Under direct supervision, performs clerical and customer service work in support of various department activities. Work involves greeting visitors/callers, answering telephone calls, maintaining log of callers/visitors, scheduling appointments, providing requested forms/documentation, preparing or processing documentation, and maintaining records. Employee is also responsible for retrieving information from computer programs and entering data into computer.

Social Services

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  Provides clerical support for the Social Services Department; processes a variety of documentation associated with department operations, within designated timeframes and per established procedures.
• Answers telephone calls and greets office visitors; ascertains nature of business and directs callers/visitors to appropriate personnel; notifies appropriate staff of arrival of scheduled appointments; records/relays messages; initiates and returns calls as necessary.
• Maintains log of incoming telephone calls and visitors.
• Performs customer service functions; provides information/assistance regarding department services, activities, procedures, fees, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution.
• Provides or distributes appropriate forms, applications, or other documentation to visitors; assists customers with completion of applications/forms as needed; reviews applications/forms for accuracy and completeness.
• Performs computer system inquiries and sets up cases for pending and approved TANF, FS, Medicaid, SHL, GR, Auxiliary Grant; Energy Assistance/Cooling and Foster Care cases; assigns cases to appropriate caseworker and schedules appointments.
• Processes transfer in and transfer out cases.
• Files statistical cards and case documentation.
• Sets up cases for pending TANF, FS, Medicaid, SLH, GR, and Auxiliary Grant cases; assigns cases to appropriate caseworker and schedules appointments.
• Coordinates calendar activities; schedules or reschedules appointments, meetings, or interviews with customers; updates calendar on a regular basis; contacts parties involved as appropriate.
• Obtains customer information through state computer programs (ADAPT and Medicaid pending); retrieves SEVS, IVES, and DMV information from computer system for eligibility workers; prepares reports of GR and SLH statistical caseloads. Enters/maintains OASIS information for Foster Care cases.
• Prepares appropriate applications, forms, and envelopes to mail yearly Medicaid reviews.
• Processes incoming/outgoing mail; sorts, organizes, opens, and/or distributes incoming mail; distributes court documents to social service workers upon receipt from sheriff; signs for incoming packages; prepares outgoing mail and certified mail for processing through postage machine; assists with bulk mailing projects.
• Transcribes case file information from audiotapes and downloads to computer.
• Types, prepares, or completes various forms, reports, correspondence, logs, calendars, child protective emergency removal forms, adoption letters, caseload reports, purchase requisitions, spreadsheets, or other documents.
• Receives various forms, reports, correspondence, lists, policies, procedures, manuals, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
• Operates a computer to enter, retrieve, review or modify data; performs data entry functions by keying data into computer; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, e-mail, social service programs, or other computer programs; performs basic maintenance of computer system and office equipment, such as backing up data or replacing paper, ink, or toner; assists in creating computer templates and electronic forms; coordinates service/repair activities as needed.
• Updates reference/resource materials, such as financial referral lists, Section 8 housing lists, or day care waiting lists.
• Maintains file system of department files/records; prepares and sets up files; sorts/organizes documents to be filed; files documents in designated order; retrieves/replaces files; shreds/destroys confidential or obsolete documents.
• Monitors inventory of department forms or supplies; ensures availability of adequate materials to conduct work activities; initiates requests/orders for new or replacement supplies; replenishes incoming forms/supplies.
• Communicates with supervisor, employees, other departments, customers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Maintains/schedules agency vehicle fleet services, including dropping off/returning agency vehicles after maintenance or servicing.
• Prepares split-file cases and transfer-out cases; prepares cases to send to Quality Control.
• Performs general/clerical tasks, which may include making copies, sending/receiving faxes, assembling applications and paperwork for mailing to customers, filing statistical cards for open/closed cases, preparing or maintaining work orders for emergency/non-emergency maintenance work, or screening customer information in state program for referral to appropriate staff member.
• Provides assistance to other employees or departments as needed.
• Performs other related duties as required.

High School Diploma or equivalent; supplemented by college level course work or vocational training in customer service and personal computer operations; supplemented by one (1) year of previous experience and/or training involving general office work, reception work, customer service work, and personal computer operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Must possess and maintain a valid Virginia driver's license.