Title: Administrative Services Supervisor #W5265
State Role Title: General Admin. Supv. I/Coord. I
Hiring Range: $50,494 – $60,000/yr.
Pay Band: 4
Agency: Department of Social Services
Location:DSS HOME OFFICE
Agency Website:www.dss.virginia.gov
Recruitment Type: General Public – G
Job Duties
At the Virginia Department of Social Services, we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices, ideas and experiences contribute greatly to our pursuit of excellence. Inspired by continuous improvement, we commit ourselves to listening, learning and cultivating environments of trust, respect and positive engagement. Together, we are mission-driven, eager to achieve, and passionate about bringing the best of who we are to those we serve.
We design and deliver high-quality human services that help Virginians achieve safety, independence and overall well-being. We are a $2 billion agency – one of the largest in the Commonwealth of Virginia – partnering with 120 local departments of social services and 31 community action agencies, along with faith-based and non-profit organizations, to promote the well-being of children, adults, and families statewide. We proudly serve alongside 1,650 (state) and 12,200 (local) human services professionals throughout the Social Services System, who ensure that thousands of Virginia’s most vulnerable citizens have easy access to the services and benefits available to them.
In addition to a rewarding work experience, VDSS offers excellent health and life insurance benefits, pre-tax spending accounts, state funded Short and Long Term Disability, paid holidays, vacation, tuition assistance, free wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching – Employee Benefits.
The Division of Benefit Programs at the Virginia Department of Social Services is currently seeking an Administrative Services Supervisor. This position is responsible for supervising the Supplemental Nutrition Assistance Program (SNAP) Hotline and Citizen Services Units within the Division of Benefit Program (DBP) which includes providing training, quality assurance guidance, and supervision to SNAP Hotline and Citizen Services Units, and support to the Administrative Services Manager.
The Citizen Services Unit is responsible for answering the Agency’s main phone line, directing calls and online tickets, assigning inquiries from both phone and online sources, and researching and responding to Out-of-state Benefit Inquiries. The SNAP Hotline provides direct customer services to clients inquiring about the status of their SNAP case. The supervisor ensures a high level of customer service by SNAP Hotline staff to interpret and apply policies, procedures and practices governing programs and services administered by the Division of Benefit Programs. This position supervises both units to resolve and respond to a high volume of constituent calls, emails, portal inquiries and complaints in a courteous, sensitive, and prompt manner. This position also provides feedback to the DBP leadership team and program managers on issues that pertain to specific local agency operations, have region-wide or state-wide implications.
Minimum Qualifications
- Experience working in a call center or call center like environment.
- Direct experience in receiving, addressing, and researching customer service calls and complaints.
- Direct experience in conducting research, interpreting, and applying state and/or federal regulation, guidance, and policies.
- Direct experience in working with Benefit Programs (SNAP, TANF, EAP, Medicaid).
- Knowledge of Supplemental Nutrition Assistance Program (SNAP) eligibility requirements.
- Skill in managing multiple tasks and directing and monitoring the work of others.
- Demonstrated ability to communicate effectively both orally and in writing.
- Experience with Microsoft Word, Excel, and PowerPoint.
- Knowledge of customer service techniques, supervisory techniques and personnel practices, and skill in using personal computer and Microsoft Office software.
- Knowledge and experience developing business processes and drafting and updating policies and procedures.
- Knowledge of the Virginia Social Services System and at least one benefit program offered by the Virginia Department of Social Services.
- Ability to handle a fast-paced, multi-project, team environment.
Additional Considerations
- Experience as a supervisor or lead agent.
- Experience with using VaCMS.
- Experience with researching client benefit program status for out-of-state benefit inquiries.
- Experience in using a customer relationship management (CRM) system.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Selected candidate(s) must successfully pass a fingerprint-based criminal history background check. A record of criminal history does not automatically bar an applicant from consideration. Employment verification will be conducted to include current/previous supervisory employment reference checks.
VDSS will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.
This position may be eligible for telework opportunities; availability, hours, and duration will be in accordance with the Commonwealth’s Teleworking policy.
To be considered for this position, you must submit a Commonwealth of Virginia application or resume through the on-line “Virginia Jobs” (PageUp) employment site no later than 11:55 p.m. on the closing date listed. Each application is reviewed for documentation that shows the applicant meets the minimum and additional considerations as stated in the job announcement. The decision to interview an applicant is based on the information provided. Multiple positions may be filled from this recruitment within 90 days of the closing date.
The Virginia Department of Social Services (VDSS) is an Equal Opportunity Employer and encourages diversity within its workforce.
VDSS does not provide sponsorship.
VDSS is an official certified state agency that values the service and experience of our Veterans. As such, Veterans are encouraged to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply. Reasonable accommodations are available to applicants, if requested, during the application and/or interview process.
If you have been affected by Policy 1.30 Layoff as a state employee and possess a valid Interagency Placement Screening Form (Yellow Form) or a Preferential Hiring Card (Blue Card), you must submit this document through the “Virginia Jobs” (PageUp) employment site when you apply.
Contact Information
Name: VDSS – Division of Human Resources
Phone: dssrecruitment@dss.virginia.gov
Email: dssrecruitment@dss.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.