Knowledge of: applicable laws, including Civil and Circuit Court procedures, codes, policies, and procedures related to public assistance programs; basic human behavior; financial assistance programs sufficient to determine benefits eligibility; human services programs and how each interrelates; resources; social, economic, health, and cultural factors which can serve as barriers to employment; and counseling techniques; mathematics to calculate percentages, formulas and averages to solve mathematical problems; and interviewing techniques such as data collection and investigation.

Skill in: proficient use of various computer software programs (Microsoft Office Products including Word and Excel); data entry; operating a personal computer, printer, scanner, and a variety of standard office machines (copy, scanning, fax machines and multi-line phone system) and equipment; performing basic maintenance of general office equipment to include some troubleshooting of automation equipment problems.

Demonstrated ability to: present and explain facts, ideas, and information to individuals and groups sufficient to promote adult learning; plan and design programs, activities, and materials sufficient to prepare and deliver training programs; establish and maintain working relationships with others sufficient to achieve local agency training and development goals; plan, prioritize, and perform multiple activities independently, sufficient to organize own work schedule and to schedule and coordinate the training activities of others; develop training materials; gather and evaluate data in order to identify the strengths and needs of an individual or organization; assemble information and make written reports and documents in a concise, clear and effective manner; interact successfully with various benefit programs staff, supervisors, and management; use independent judgment and work with little direct supervision; provide effective training in a classroom or small group setting; assemble information from a variety of sources and formulate content for training; assess training needs; use audio visual and computer generated aids to enhance training delivery; generate and use evaluation materials to assess effectiveness of training. Function independently within established policies, procedures and guidelines, and to exercise sound judgment and resourcefulness in meeting difficult, non-routine situations; manage complex cases; read and interpret public policies and regulations sufficient to make decisions independently in a variety of public assistance programs; communicate effectively and diplomatically both orally and in writing with a broad spectrum of individuals to include, but not limited to agency staff, customers, employers, courts, and medical professionals in person and on the phone; interview, gather information, re-evaluate each client’s situation, and make referrals; determine a client’s ownership share in situations where multi-ownership exists; assess client’s needs through collection and analysis of employment history and pertinent personal, family and cultural information; comprehend, interpret and apply regulations, procedures and related information; make mathematical computations; use various types of automated technology to establish and maintain case records, access data such as estates, retirement accounts, and real estate, reports, and manipulate data; maintain professional ethics related to confidentiality; exercise sound judgment, discretion, tact and resourcefulness in solving problems and drawing logical conclusions; and establish and maintain effective working relationships with applicants and recipients, other public and private agencies, associates, and the public in a positive and tactful manner under sometimes stressful situations; and identify customers’ needs and explore options to address these needs within the available community resources.

Minimum Qualifications (Education, Experience, Licensure, Certification):

Education: High school diploma supplemented with additional training and related work experience in benefit programs, use of computer software and hardware, and completion of required Benefit Programs training, with additional related work experience in a mentor/training role in benefit programs OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

Experience: Professional interaction and customer service with the general public by phone and in person; use of various computer software programs and data entry; written correspondence using correct spelling, punctuation, and grammar.

Licensure: Possession of a valid Virginia Driver’s License, meeting the agency’s established driving record policy driver’s license valid in the Commonwealth of Virginia.

Must pass Central Registry, Criminal Background and Virginia Department of Motor Vehicle checks.