This position is located in the Community Partnerships Administration, Office of the Deputy Director for Community Partnerships (ODDCP) of the Child and Family Services Agency (CFSA) and works in close partnership with the City-Wide Call Center of the Office of Unified Communications (OUC) and the CFSA Child Protective Services (CPS) Hotline. OUC is responsible for providing centralized, District-wide coordination and management of public safety and service access via voice, radio technology, and other public safety wireless communication systems and resources. CPS Hotline receives reports of suspected child abuse and neglect and ensures child safety.

Duties and Responsibilities

The Lead Customer Service Specialist duties and responsibilities include:

• Performs day-to-day operational support to the Supervisor including managing incoming callers, monitoring service request queues, and support service request resolution/close-out as needed.
• Provides training and coaching to CSRs to improve call quality and customer service to include shadowing and handling call escalations to ensure proper and timely services are provided.
• Receives non-emergency calls from the public regarding social service needs and inquiries as well as fields complaints and requests for information regarding an array of social service needs.
• Provides an array of complex administrative and operational support to the District’s 211/311 Call Center to meet the needs of District of Columbia residents.
• Identifies gaps and barriers to customer services including system issue/s that the callers/clients experienced when utilizing services.
• Tracks and monitors data. Creates statistical, qualitative, and quantitative reports detailing the progress of each referral and makes recommendations on how to improve workflows and service delivery.
• Supports the Supervisor and CSR team by writing, editing, and reviewing draft or updating manuals, databases, knowledgebase systems, or other similar files needed by the team. Represents the Supervisor in inter-agency and community-based meetings to coordinate content creation/updates, business process improvements, and liaise with District residents with lived expertise.
• Performs environmental scanning and engages in outreach activities to educate stakeholders and residents of supports available through the District’s 211/311 and to keep the 211/311 community resource directory software up to date.
• Performs other related duties as assigned.

Qualifications and Education

Relevant Bachelor’s degree (Social Work, Psychology, or other related field of discipline) and at least three (3) years of direct experience in an educational or social services setting are highly preferred.

Must possess at least one (1) year of experience equivalent to the grade 09 level in the District of Columbia government service or its non-District equivalent. Specialized experience is defined as work that is directly related to the position and has equipped the individual with the knowledge, skills, abilities, and competencies to successfully perform the duties of the position. Examples: performs day-to-day operational activities at the Call Center, including managing incoming calls, monitoring service request queues, and supporting service request resolution/close-out as needed; provides training and coaching to CSRs to improve call quality and customer service; supports CSRs by shadowing and handling call escalations to ensure proper and timely services are provided to callers; conducts comprehensive assessments on the callers’ complex requirements and/or needs and provides timely recommendations/referrals, guidance, and assistance.

Demonstrated ability to collaborate with internal and external stakeholders; possesses excellent written and verbal communication skills and customer service skills.

OR

An equivalent combination of education and experience.

• Comprehensive knowledge of and ability to navigate the District’s and other entities’ social services programs and resources available to children and families in the District of Columbia and surrounding jurisdictions when necessary.
• Demonstrable ability to listen attentively and actively, engage with, and provide timely and appropriate assistance to callers. In-depth knowledge of and ability to apply telephone etiquette and procedures.
• Ability to use PCs and the associated pieces of software and systems used by District government agencies. Demonstrable skills in using data tracking software to receive, record, relay, and monitor calls and other methods of receiving service requests (web, chat, text, etc.). from various communication channels (phone, web, chat, text, etc.).
• Ability to communicate clearly and concisely, both orally and in writing, to write and/or present information to callers, community members, and stakeholders.
• Ability to deal with multiple callers without losing focus on the needs or specific requirements of each; ability to establish and maintain good working relationships with others.
• Demonstrable knowledge of and ability to apply relevant federal and District public safety and communications laws, regulations, policies, procedures, and guidelines to ensure compliance.
• Ability to maintain confidential data and respect and protect the confidential nature of information, events, and circumstances of individual callers, families, and residents.
• Demonstrated ability to recognize and respect diversity, family circumstances, trauma, and different viewpoints.

Licenses and Certifications

Nolicensure or certification required.

Working Conditions/Environment

The work is mainly office-based and sedentary. Some field/community engagement work may involve discomforts in physical surroundings relative to the location of the venue.

Other Significant Factors

Tour of Duty: Monday - Friday, 8:15 a.m. – 4:45 p.m. May be required to work on weekends and holidays Qualified Candidates must be flexible when it comes to tour of duty.

Promotion Potential: No promotion potential.

Collective Bargaining Unit: This position is in the collective bargaining unit.

Duration of Appointment: Career Service – Regular

Pay, Plan, Series & Grade: DS-301-11

Position Designation: This position is deemed as “security” per DPM Chapter 4, Suitability. The candidate/incumbent is subject to a criminal background check, traffic records check, and consumer credit check (as applicable), reasonable suspicion drug and alcohol test, and post-accident or incident drug and alcohol test.

Residency Preference: Applicants claiming "Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of (7) years. Failure to do so may result in forfeiture of employment.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.

Closing Statement: Official Job Offers are made by D.C. Child and Family Services Agency's Human Resources Only.