What are the responsibilities and job description for the Client Services Specialist position at City of Richmond, VA?
Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:
- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- Tuition Assistance Program
Description
Duties include but are not limited to
TYPICAL CLASS ESSENTIAL DUTIES: These duties are a representative sample; position assignments may vary.
- Serves as the primary point of contact for the Office of Immigrant and Refugee Engagement (OIRE), responding to phone, email, and in-person inquiries from internal and external customers. Provides intake, navigation, and customer service support; shares information about City services; routes requests to appropriate staff, departments, or partner agencies; and assists customers with forms and service requests. Provides services in English and Spanish and ensures customers with limited English proficiency receive appropriate assistance.
- Develops, maintains, and improves systems for tracking and reporting service requests, referrals, and program activities.Collects, enters, and manages data using tools such as Excel, SharePoint, Power BI, and other data systems.
- Provides logistical and administrative support for OIRE programs, meetings, and special initiatives.
- Supports continuous improvement of service delivery by identifying service gaps, trends, and emerging needs within immigrant and refugee communities.
- May assist with training staff or partners on intake processes, data tracking procedures, and customer service practices related to serving immigrant and refugee communities.
Qualifications, Special Certifications and Licenses
MINIMUM TRAINING AND EXPERIENCE:
- Associates degree (A.S.,A.A.) in Human Services, Social Work, Business Administration or related field
- Two years of demonstrated experience preferably in a human services environment involving care coordination or navigation of services to immigrant and refugee clients.
- An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:
- Native level language proficiency in English and Spanish. Speak, Read and Write.
KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary. Knowledge (some combination of the following):
- Principles and practices of customer intake, service navigation, and care coordination within human services programs
- Community resources and services available to immigrant and refugee populations, including nonprofit and government programs
- Principles of language access and effective service delivery for individuals with limited English proficiency.
- Data collection, data management, and reporting practices used to track service delivery and program outcomes
- Office administrative practices and procedures, including records management and coordination of meetings and program activities
- Use of office technology and data management systems such as Microsoft Excel, SharePoint, Power BI, and other database or reporting tools
- Customer service principles and practices for responding to inquiries and resolving routine service requests
Skills (some combination of the following):
- Microsoft Office Suite
- Microsoft Office Suite (especially Excel)
- Data entry, tracking, and reporting
- Customer service and client navigation
- Effective oral and written communication in English and Spanish
- Record keeping and documentation
- Organization and coordination of administrative tasks and logistics
- Interpersonal communication and cross-cultural communication
- Problem solving and conflict resolution
Abilities (some combination of the following):
- Communicate information clearly and effectively to diverse audiences in English and Spanish
- Listen, assess needs, and provide appropriate information, referrals, and service navigation
- Maintain accurate records and track service requests and program activities
- Analyze data and identify trends, service gaps, and emerging community needs
- Prioritize multiple tasks and manage time effectively in a fast-paced environment
- Work collaboratively with City departments, community organizations, and the public
- Exercise sound judgment when responding to customer inquiries and service requests
- Demonstrate cultural sensitivity, empathy, and professionalism when working with immigrant and refugee communities
- Learn and adapt to new data systems, reporting tools, and administrative procedures
Americans with Disabilities Act Requirements
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.
PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, hear, see, and use hands, wrist, or fingers in a repetitive motion, finger (pick, pinch, type or otherwise work primarily with fingers). The employee is occasionally required to walk, stand, and reach extending arms and hands. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Internal use: HR Generalist to review.
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.