Program Consultant, Sr. #W2463

Title: Program Consultant, Sr. #W2463

State Role Title: Prog Admin Specialist II

Hiring Range: $72,000 - $78,000/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 (VDSS), 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 Family Services is currently seeking a Program Consultant Sr. This position will be responsible for providing customer service by interpreting and applying policies, procedures and practices governing programs and services administered by the Division of Family Services (DFS) to resolve and respond to customer inquiries and complaints. Inquiries and complaints are received verbally and in writing via the statewide hotline and written/electronic mail from citizens 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 DFS leadership team and regional offices on issues that pertain to specific local agency operations, or have region-wide or statewide implications. Conduct research on constituent concerns utilizing OASIS and interviews with appropriate parties (citizen, Local Department of Social Services (LDSS) employees) to assess whether VDSS policy and procedures have been followed in the matter. Intervene with the LDSS to mediate and resolve the citizen's concern. Keep the DFS Leadership team and Regional Offices informed of controversial situations and issues impacting child welfare services. and will provide direct support to the Protective Services Program.

Minimum Qualifications

• Considerable knowledge of child protective services, foster care, and/or adoption program operations policies and all associated automated systems.
• Working knowledge of and experience with the principles and practices of Child Welfare services.
• Knowledge of human behavior as it relates to social and economic problems and casework principles and practices.
• Demonstrated interpersonal skills needed to handle questions and provide solutions to customer questions and problems.
• Ability to read, interpret, and apply policies, procedures, and practices.
• Demonstrated ability to meet established deadlines and time guidelines.
• Ability to handle escalated calls appropriately.
• Demonstrated ability to obtain and evaluate all relevant information to resolve inquiries.
• Ability to analyze information, draw conclusions, and develop and implement a planned course of action.
• Demonstrated ability to communicate clearly and concisely, both orally and in writing.
• Ability to work independently and as a team member.
• Ability to manage multiple tasks and prioritize workload.