Title: Vital Records Senior Program Support Generalist

State Role Title: Admin and Office Spec III

Hiring Range: $48,719-$56,591

Pay Band: 3

Agency: Virginia Department of Health

Location: VITAL RECORDS

Agency Website: www.vdh.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Work at the VDH Office of Vital Records impacts the lives of thousands of Virginians every day. This position will assist with overseeing the in-person customer service work unit. The daily duties include scheduling staff to ensure adequate coverage for the hours of operation, developing operational reports, coaching and ensuring the continual development of customer services staff, oversee the office cash room, and ensure the staff perform user acceptance testing for all system enhancements that impact the customer services operations, while ensuring the unit meets the established operational goals in conjunction with adhering to VDH policies and procedures. Implement processes that continuously improve the level of customer service provided. Responsible for documenting processes and procedures for all customer service duties. Ensure that the office is delivering excellent customer service while adhering to VDH policies and procedures with every transaction.

The Virginia Department of Health offers 12 paid holidays, medical, dental, vision, and life insurance, retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan) as well as sick, family/personal, and annual leave.

Minimum Qualifications

• Ability to complete and train others on complex, technical tasks with a high rate of accuracy
• Ability to effectively communicate with internal and external customers over the phone, in writing, and in person.
• Strong organizational skills and experience with software applications and Microsoft Office products (i.e., WORD, EXCEL, and database entry) and general office equipment (copier, fax, calculator).
• Experience maintaining confidential files and records.
• Ability to follow and apply established procedures and applicable policies.
• Strong attention to detail and accuracy in data entry
• Experience performing research to solve problems, using analytical and critical thinking skills.

Additional Considerations

• Knowledge of handling customer payments and reconciling accounts
• Experience working in an in-person customer contact position
• Experience processing complex customer inquiries
• Experience working independently with minimal supervision to meet deadlines
• Bilingual and able to read, write and speak Spanish proficiently

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.

VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position. Supplemental questions are encouraged to be answered in a comprehensive manner and reference any pertinent knowledge, skills, and abilities as well as any previous experience that relates to the position.

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!

Contact Information

Name: Az'Jalaiyah Scott

Phone: n/a

Email: AzJalaiyah.Scott@vdh.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.