Job Announcement

This position supports the Department of Family Services (DFS) Public Assistance and Employment Services Division, acting as an integral part of the Agency Call Center team. This announcement may be used to fill multiple positions.

The Department of Family Services (DFS) offers a wide range of community programs and services for Fairfax County residents designed to promote self-sufficiency, to protect the vulnerable, and to provide community education. The Public Assistance and Employment Services Division is seeking customer service representatives for the main DFS Call Center who enjoy interacting with the public, handling challenging situations and working in a fast-paced environment. Serves as a member of the team that is the first point of telephone contact with the public for DFS. Assists callers by providing general information, assess the reason for their call and route them to the appropriate services within DFS or the community consistently provide accurate and timely information in a courteous, friendly manner; navigate through a variety of computer applications for the purpose of screening and tracking customer activities; and develop and maintain effective working relationships with agency and county staff.

Note: The assigned functional areas of this position are Customer Service, and General Office Administration.

Note: This announcement will be used to fill a position in the Depts. Fairfax office located in the Pennino building but it may be used to fill additional vacancies that may occur in the future.

Illustrative Duties

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)
General Financial Duties
Uses spreadsheets or databases to organize information and produce standard reports;
Prepares a variety of complex disbursement forms (e.g., check requests, travel forms, cash sheets, and journal entries) for routing and approval;
May approve some disbursement forms;
Compiles and maintains monthly, quarterly, semi-annual, and annual totals, reports, and financial statements;
Explains fiscal rules and procedures to employees to ensure uniform application.
Fiscal Administration
Sets up accounts through corporate systems;
Reconciles ledgers;
Prepares status reports;
Gathers data for use by others in preparing budget;
Prepares transfer vouchers and interfund billing;
Monitors external accounts for discrepancies.
Accounting
Prepares wide variety of accounting forms;
Reconciles daily receipts or accounts receivable/payable;
Identifies discrepancies and makes corrections;
Collects required documents;
Prepares and authorizes expense vouchers and/or invoices within limited authorization levels.
Purchasing
Verifies requests for goods and services against county contracts and funding sources;
Orders goods or services and follows up/resolves discrepancies and ensures delivery;
Authorizes requests for goods and services in corporate systems;
Ensures appropriate routing and approval of purchase requests.
Scheduling & Coordinating for Others
Maintains calendar(s);
Schedules meetings;
Makes and cancels appointments;
Schedules rooms for classes, meetings, conferences, etc.;
Coordinates audiovisual, training equipment, refreshment requests;
Set up schedules for internal administrative staff to insure that they are available to meet changing work needs.
Communication
Composes routine correspondence on behalf of the executive/work unit head.
Office Management
Provides administrative support and implements procedures;
May supervise others;
Establishes/modifies and maintains a system for tracking the progress of work that is the responsibility of the executive/work unit head;
Trains and orients new employees;
Provides and explains relevant policies and procedures.
General Administrative
Composes routine correspondence on behalf of the executive/work unit head.
Receptionist/Public Contact
Schedule appointments;
Explains departmental policy/procedure but does not interpret them;
Responds to inquiries that require referencing a variety of sources and utilizing
knowledge of the department/county operations.
Word Processing/Typing
Keys/types complex documents (e.g., technical);
Proofs spelling and grammar;
Uses multiple software packages to prepare equations, statistics, tables and/or presentations;
Compiles reports from edited drafts;
Uses macros and templates developed by others.
Information Systems/Software
Performs data entry with some knowledge of department/work unit/program;
Manipulates screens for additional entries;
Generates routine reports;
Creates simple spreadsheets;
Maintains databases.
Reports
Compiles routine factual/numerical reports using readily available information.
Payroll
Processes pay adjustments;
Transmits on-line T&As;
Regularly inputs routine Human Capital Management Enterprise Resource Planning system entries;
Performs payroll functions (e.g., internal collection of time sheets, verify T&A entries, verify leave slips);
Trains new employees on how to do on-line time.
Personnel
Prepares and verifies completeness/accuracy of forms/documents (e.g., personnel requisitions, PARS, PCFs);
Provides basic new employee benefits information;
Explains routine personnel policies and procedures;
Gathers information (e.g., salary range, class specifications, and merit adjustments) from HR website or other county sources for supervisor/management;
Instructs employees in proper completion of routine documents (e.g., insurance enrollment forms).

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)
Knowledge of standard rules and interpretations within own functional area and a working knowledge of established methods and procedures used in related areas;
Significant nonstandard skill/knowledge is required involving production of an end product such as a report.
Word Processing/Typing
Basic skills in the use of Microsoft Word.
Math Skills
Basic math skills.
PC Skills
Basic skills in the use of applicable Microsoft Office Suite software.
Communication
Ability to write simple documents.
Information Abilities
Ability to process and integrate complex data.
Interpersonal Abilities
Ability to establish and maintain effective working relationships with both external and internal contacts.
Purchasing and Accounting
Ability to perform data entry into Purchasing/Logistics Enterprise Resource Planning systems and/or Financial Enterprise Resource Planning systems in at least three functions (e.g., create shells, accounts payable processing).
Personnel and Payroll
Ability to perform routineHuman Capital Management Enterprise Resource Planning system functions (e.g., process PARS, requisitions).
Executive Assistance
Ability to maintain confidentiality and be sensitive to political issues.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience and training equivalent to high school graduation and two years of experience providing administrative support in the assigned functional area(s).

CERTIFICATES AND LICENSES REQUIRED:
None.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and a Child Protective Services Registry check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Previous Call Center experience.
• Prior Customer Service Experience
• Excellent interpersonal skills
• Knowledge or experience with public assistance programs

PHYSICAL REQUIREMENTS:
Work is generally sedentary and is performed in a normal office environment. Ability to communicate clearly and effectively with a variety of individuals. Ability to use automated technology. All duties are performed with or without reasonable accommodation.

SELECTION PROCEDURE:
Panel interview and may include exercise.

The population of Fairfax County is very diverse where 39.8% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we are committed to providing county services to individuals regardless of English proficiency. Qualified candidates who are bilingual in English and another language are encouraged to apply for this job opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.

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