Title: Program Consultant #W2481

State Role Title: Program Admin. Specialist II

Hiring Range: $72,000 - $81,802/yr.

Pay Band: 5

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 Virginia Department of Social Services (VDSS), Division of Benefit Programs is currently seeking a Program Consultant. This position will be responsible for This position is responsible for ensuring a high level of customer service is provided by interpreting and applying policies, procedures, and practices governing programs and services administered by the Division of Benefit Programs (DBP) to resolve and respond to a high volume of constituent inquiries and complaints in a courteous, sensitive and prompt manner. These inquiries and complaints are received verbally and/or in writing via the statewide hotline or written/electronic mail from constituents and the offices of the VDSS Commissioner, the Secretary of Health and Human Resources, State legislators, and the Governor of Virginia. Provide feedback to the DBP leadership team and program managers on issues that pertain to specific local agency operations or, have region-wide or statewide implications. and will provide direct support to the Division of Benefit Programs.

Minimum Qualifications

• Considerable knowledge of public assistance programs (SNAP, TANF, Medicaid, VIEW, or Energy Assistance) operations and policies and associated automated systems.
• Considerable experience in formulating formal correspondence to a range of audiences; public assistance programs (SNAP, TANF, Medicaid, VIEW, or Energy Assistance) and with working with the public in a professional capacity.
• Knowledge of human behavior as it relates to social and economic problems and casework principles and practices.
• Demonstrated ability to read, interpret, and apply complex Federal and State policies, procedures, and practices.
• Strong interpersonal skills needed to handle questions and provide solutions to customer questions and problems.
• Ability to handle escalated calls appropriately.
• Demonstrated ability to obtain and evaluate all relevant information to resolve inquiries.
• Demonstrated ability to analyze information, draw conclusions, and develop and implement a planned course of action.
• Demonstrated ability to meet established deadlines.
• Ability to work independently and as a team member.
• Ability to manage multiple tasks and prioritize workload.
• Demonstrated ability to think critically and determine logical next step in problem solving.
• Ability to learn and retain information and communicate it in a friendly and effective manner.
• Ability to learn new software and technology tools.
• Ability to provide statistical data.
• Ability to communicate clearly and concisely, both orally and in writing.
• Skill in the use of personal computers, automated systems and email programs such as Microsoft Office and Google (Word, Excel, and Gmail).
• Must be able to occasionally travel to work related events.

Additional Considerations

• Experience in VaCMS, CRM, or EPPIC.

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.

Please be advised that this position may be approved to work onsite for two days per week and work remotely for three days per week.

Selected candidate may be required to assist the agency or state government generally in the event of an emergency declaration by the Governor.

Frequent in-state, overnight travel may be required. Selected candidate(s) may be required to use their personal vehicle or state vehicle as available for business use.

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 AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.