Human Services Assistant III

Title Description- The Human Services Assistant III serves as the initial point of contact for clients seeking assistance from the Department of Social Services. Serving as a liaison between citizens, case workers, and community helpers; the Human Services Assistant III will have the opportunity to make a difference in the lives of others by assisting people in need of benefits and services. Human Services Assistant III is distinguished from Human Services Assistant II  by  serving as a screener and the initial point of contact for the clients seeking benefits and/or services.  General Work Tasks (Illustrative Only) – 

• Screens clients for benefits and services;
• Interviews clients and explains programs, services, policies and procedures;
• Assists clients with applications;
• Evaluates and approves agency providers;
• Researches information;
• Serves as initial point of contact for applicants;
• Interviews applicants for benefits and/or service programs;
• Provides information regarding various programs and benefits, general eligibility requirements, policies and procedures;
• Assists clients with completing applications and performs initial screening of applications;
• Provides information to clients seeking services and directly makes referrals for services;
• Researches a variety of databases to obtain and/or verify information needed to process applications;
• Maintains logs of client documentation received;
• Schedules and coordinates appointments for clients to meet with benefit, employment or services staff;
• Contacts clients for requested/needed information and responds to routine questions in person, e-mail or by telephone; and

• Assist in the coordination of special event programs such as the Madison DSS Open House, the Christmas Adopt-a-Family Program, and the Kicks 4 Kids shoe program.

  Knowledge, Skills, and Abilities: 

 Knowledge- Considerable experience in customer service and administrative and clerical procedures. Demonstrated ability to work in various computer systems such as Microsoft Office (including Word and Excel), spreadsheets, managing files and records, and other office procedures and terminology. Working knowledge of: human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; and eligibility requirements for the programs assigned; and available community resources. Some knowledge of laws, regulations, requirements and policies of Local, State, and Federal social, assistance and housing programs.
 Skills- Skill in: operating a variety of automated office equipment to include calculator, fax/copier; and the use of computer-driven word processing, spreadsheet, graphics and file maintenance programs.
 Abilities- Demonstrated ability to: communicate effectively with program participants; plan, organize, and prioritize own work schedule; establish and maintain working relationships with clients, professionals, co-workers, and the public; exhibit solid interpersonal skills, including conflict resolution in working with clients, professionals and employees; make screening decisions based upon specific criteria’s; read and interpret documents such as safety rules, operating and maintenance instructions, manuals; and conduct effective interviews both face-to-face and by telephone.
 Education and Experience- High school diploma supplemented with post-secondary coursework in subjects such as social work, human services, gerontology, or one of the social or behavioral sciences, business or related field, and relevant work experience in public administrative support work OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

Preferred Qualifications:   Previous experience in a local Department of Social Services is preferred but not required. Fluency in Spanish is highly preferred but not required.  Special Requirements: Staff members are expected to be available for emergency shelter duty in the event of emergency or natural disaster.