Sr. Social Services Assistant - Family Services Division

General Summary

The Sr. Social Services Assistant performs complex technical, administrative and customer service support functions related to the process of determining eligibility and ongoing service delivery to individuals and families. This position advises, trains, and may provide guidance to Social Services Assistants (SSA), Customer Service Representatives (CSR)/front desk staff. Work is performed under the general direction of and reports to either the Client Support Supervisor or a Family Services Supervisor, depending on assignment.

The preferred hiring amount is between $22.10 - $27.74 an hour ($45,968.00 - $57,699.20 Annually). Starting offer is based on applicable education, experience, and internal equity. This is a full-time, non-exempt, position which provides excellent benefits including 13 paid holidays plus 1 floating holiday, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, City's retirement options, gym membership reimbursement, tuition reimbursement. and continuing education/training opportunities.

• For a general summary of benefits offered by the City, please click the 'benefits' tab on this posting, or visit https://www.charlottesville.gov/1047/Employee-Benefits.
• The City of Charlottesville manages its own retirement system and does not participate in VRS; however, the City has a Portability Agreement with VRS and there are certain provisions that must be met. If questions pertaining to the Portability Agreement, please contact the City's Benefits Administrator at 434-970-3462.
  
  

Essential Responsibilities And Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Prepares weekly team statistics and notifies relevant individuals of work progress.
• Assists applicants, clients, and staff in completing forms and other documents primarily through in-person interviews, screening and reviewing applications and records verifying information.
• Searches federal, state and local information systems to set up client records and make assignments.
• Reviews case forms and other documents for accuracy, completeness, and conformance to policies and regulations. Enters various information into appropriate databases.
• Interprets and makes determinations based on established policies, precedents, and administrative regulations.
• Assists with or resolves non-routine/difficult situations based on knowledge and interpretation of established policies and procedures.
• Schedules appointments for applicants, ongoing clients, and others when needed.
• Monitors incoming paperwork including electronic sources and assigns cases to appropriate staff.
• Provides information on policies, procedures, payments, services and application requirements to other employees, vendors, agencies, the courts, and the public.
• Analyzes administrative functions and provides feedback to supervisor on departmental policies and procedures to improve processes or resolve issues.
• Maintains and monitors filing systems and records according to established guidelines.
• Collects information to prepare special and periodic reports and to interpret and organize resource information.
• Provides administrative support such as updating, editing, preparing, copying, scanning, and distributing documents, letters, service plans, and/or files.
• Maintains filing systems and assists in purging of case files.
• Provides clear and courteous guidance and support to clients throughout the process.
• Analyzes short-term administrative needs of the unit (e.g., status of supplies and equipment, determining if work order is needed).
• Provides coverage for support positions as needed.
• May serve as lead Social Services Assistant by supporting, training, and advising Social Services Assistants and Customer Service staff on complex and/or sensitive situations.
• Required to respond upon activation from the City Manager of the Continuity of Operations Plan and/or Emergency Operations Plan. Must have the ability to be contacted and respond based on Department guidelines.
• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and reliable attendance.
  
  

Other Duties

• May exercise general supervision in the absence of the supervisor.
• May maintain information security.
• Performs additional duties to support operational requirements as apparent or assigned.
  
  

Education, Experience And Skills

Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education.

• High School Diploma or GED AND two (2) years of clerical or administrative support work which included face to face customer service experience.
  
  

Preferred

• Associates Degree or certificate in a human services field.
• Two (2) years of experience in a Virginia social services agency.
• Virginia Driver’s License and acceptable driving record.
  
  

Certifications/Licenses/Other Requirements:

• Required to successfully pass a pre-employment background check and pre-employment drug screen.
  
  

Knowledge, Skills, Abilities And Other Characteristics

Job Knowledge

• Intermediate knowledge of agency standards, policies and functions.
• Knowledge of the ongoing analysis of administrative functions or services, and the department and city administrative guides.
• Intermediate knowledge of the criteria/application requirements for eligibility programs and services programs for standard situations.
• Knowledge of interviewing techniques and skill in interviewing and eliciting needed information from clients.
• Good knowledge of and proven skill in the use of a computer, office equipment, and standard recordkeeping management.
  
  

Reading

• Intermediate: Ability to read, understand and interpret social services policies and regulations and reference materials.
  
  

Writing

• Intermediate: Ability to organize data and prepare explanations and summaries such as data for reports, assessments and reassessments with proper format, punctuation, spelling, and grammar, using all parts of speech. Prepares non-routine correspondence that includes explanations.
  
  

Math

• Basic: Ability to perform the four basic arithmetic operations (addition, subtraction, multiplication, division).
  
  

Communication Skills

• Basic: Establishes and maintains effective working relationships with co-workers, clients, applicants, and the public. Provide standard information to and interacts with others outside direct reporting relationships on procedures or general policies. Interaction requires recognizing different points of view to ensure understanding and appropriate response to reach understanding and gain cooperation. May have stressful or negative interactions requiring tact and persuasion.
  
  

Independence and Decision-Making

• Requires General Direction: Normally performs the job by following general instructions or established standard operating procedures and/or policies. There is some discretion when making decisions among a few easily identifiable choices of the appropriate procedure or policy to apply to duties. Performance is reviewed frequently.
  
  

Technical Skills

• Skilled: comprehensive, practical knowledge of eligibility and services programs and requirements. Skill in interviewing and advanced word processing (spreadsheets, graphics, database programs). Skill in the use of Microsoft Office applications and department software.
  
  

Fiscal Responsibilities

• No budgetary/fiscal responsibilities.
  
  

Supervisory Responsibilities

• No responsibility for supervision of others. May occasionally direct work as lead worker.
  
  

Other Characteristics

• Working closely with others as part of the team.
• Excellent customer service skills.
• Organization and time management skills.
• Constant interruptions and requests for service.
• Work effectively with sensitive and confidential issues and information.
• May require dealing with angry, frustrated and/or upset individuals.
  
  

Physical Conditions & Additional Information

Physical Demands

• Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to frequently remain in a stationary position.
• Must occasionally move about inside the office to access file cabinets, office machinery, etc. Must constantly position self to maintain files in file cabinet.
• Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to observe at close range (within a few feet of the observer).
  
  

Machines, Tools, Equipment, Software and Hardware:

• Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned.
  
  

Work Environment:

• Work is performed in office environment where there may be exposure to computer screen for extended periods of time, monitor glare and dust.
• The noise level is usually moderate.
  
  

The City of Charlottesville is an Equal Opportunity Employer and supports workforce diversity at all levels of the organization. The City prohibits discrimination on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by federal, state or local laws. The City is dedicated to this with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Requests for reasonable accommodation by individuals with disabilities may be requested by contacting Human Resources at (434) 970-3490 or hr@charlottesville.gov.

The City of Charlottesville conducts job related background checks, reference checks, and pre-employment drug tests, in accordance with federal, state, and local law, of applicants who reach the final stages of the employment selection process. The City’s policy has not changed because of the decriminalization of marijuana in the Commonwealth of Virginia. Marijuana remains an illegal drug under federal law, and it continues to be a violation of the US Department of Transportation regulations and the City’s policy prohibiting employees from testing positive for marijuana.

Summary Of Employee Benefits

Updated February 9, 2026

Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits.

• LEAVE:
  
  

Vacation: Need some time off? Use it, you earned it:

Years Worked

0 -

3 -

5 -

10 -

15 -

20 -

25

Hours Accrued Biweekly

3.09

3.85

4.62

5.4

6.16

6.93

7.7

Sick: Under the weather? Earn 4.62 hours biweekly, approximately 120 hours a year, with no limit on accumulation to be used to care for yourself and qualifying family members.

Holidays: Enjoy 13 paid holidays per year. Including 1 Floating Holiday, which must be taken during the Fiscal Year (July 1 - June 30):

OBSERVED CITY HOLIDAYS

New Years Day

Dr. Martin Luther King Day

Presidents’ Day

Liberation & Freedom Day

Memorial Day

Juneteenth Day

Independence Day

Labor Day

Veterans Day

Thanksgiving Day

Friday after Thanksgiving

Christmas Eve

Christmas Day

1 Floating Holiday

Volunteer Leave: Paid leave for participating in an authorized event as a volunteer, subject to Section 9-3, Code of Ethics & Conflicts of Interest. Regular full-time employees receive up to 8 hours and all regular part-time employees are eligible to receive pro-rated leave each available each calendar year.Delta Dental Plan:

• INSURANCE: Aetna Medical Plans: Coverage is effective on the first of the month following date of hire.
• Choose from two options:
• Select HMO with City-funded HRA ($0 premium for employee-only coverage)
• Choice POS ($13.02 biweekly premium for employee-only coverage)
• Prescription Card: ($10 generic, $30 lower cost name brand,$55 higher cost name brand, 20% up to $150 for specialty drugs)
• Mail Order Maintenance Prescription Drug Program ($20 generic, $60lower cost name brand, $110 higher cost brand) not available for specialty drugs)
• Diagnostic and Preventative–100% of allowable charge; Basic Dental Care-80%; Major Dental Care- 50%
• Primary - $50 deductible, 80/20; Prosthetic and Complex Restorative -$50, 50/50
• $1,500 Annual benefit maximum
• $1,000 Orthodontic benefit (children to age 19)
  

MetLife Vision Plan: (Optional)

• $2.50 premium paid bi-weekly for employee-only coverage. Dependent care coverage also available.
• Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay
• $130 allowance for frames, after co-pay, plus additional discounts where accepted.
  
  

Life Insurance: In the event of your death, your beneficiary will receive twice your annual salary. Supplementary policies for you and your dependents are available.

Long-Term Disability: Upon approval for along-term illness or injury, you can receive up to 60% of your earnings after a 90-day wait period.

Voluntary Benefits: Accident, Critical Illness, Hospital Indemnity insurance; Short-Term Disability; Identity Theft Protection

• RETIREMENT:
  
  

Pension

• Choose from two (2) options:
• A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee’s earnings history, tenure of service, and age. Our plan has a 5-year vesting period and an employee contribution of 5% of salary.
• A Defined Contribution 401a plan in which fixed contributions are paid into an individual’s account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% vesting after three years of service. There is no required contribution from salary. (Note: the Defined Contribution retirement plan is the only plan available for Library employees).
  

Supplement: Deferred Compensation 457 available for you to invest your own money for additional retirement savings.

• VOLUNTARY:
  
  

Wellness

• Gym Membership Reimbursement Program (up to $34.00 per month)
• Bicycle Commuter Program: Reimbursement up to $20 per month for reasonable bicycle commuting expenses
• Online wellness resources and Lunch-and-Learn Sessions
  
  

Employee Assistance Program

• A variety of confidential, personal professional services for you and your family available 24 hours a day.
  
  

Tuition Reimbursement

• Up to $1,500 for job-related certificates, trade programs, undergraduate coursework or up to $3,000 for graduate level courses per fiscal year for career-related courses.
  
  

Flexible Spending Accounts

• Expense accounts available for healthcare, dependent care and parking/mass transit.
  
  

01

Please indicate your highest level of education: (Must be verifiable in reference to the Education History section on your online application.)

• High School Diploma or GED
• Associate Degree
• Bachelor's Degree or higher in a related Human Services Field
• Bachelor's Degree or Higher in an unrelated field.
• None of the above.
  
  

02

Please indicate your level of experience in clerical or administrative support, which included face to face customer service experience: (Must be verifiable in reference to the Work History section on your online application.)

• No experience related to the position.
• Less than two (2) years.
• Two (2) to less than five (5) years.
• Five (5) years or greater.
  
  

03

Please select those positions in which you have work experience: (check ALL that apply; must be verifiable with reference to your Work History or Additional Information section of your application)

• Screener or similar position determining eligibility for public assistance programs.
• Social Worker
• Clerical or administrative support position in a Human Services environment.
• Internship within a Social Services or Human Services Department.
• Other clerical or administrative support position.
• Other related work experience.
• None of the above.
  
  

04

Please explain your work and/or volunteer experience working with a socially and economically diverse population. If none, please write 'none.'

05

Do you have experience using any of the following human service case management systems? (check all that apply)

• Application Benefit Delivery Automation Project (ADAPT)
• Document Management Imagining System (DMIS)
• Medicaid Management Information System (MMIS)
• Online Automated Services Information Systems (OASIS)
• System Partnering in Demographic Repository (SPIDeR)
• Umbrella
• Virginia Case Management System (VaCMS)
• Other
• None of the above
  
  

06

If you selected "Other" please list the case management system(s).

07

To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but should not be used as a substitute for the required information on the application. I understand that an attached resume may not be accepted in place of a completed employment application and that my qualifications should be stated on the employment application itself.

• Yes
• No
  
  

08

I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application.

• Yes
• No
• Required Question