Social Services Assistant

Overview

Introduction:
The State of Connecticut, Department of Social Services (DSS) is actively recruiting multiple Social Services Assistants to work in the First Touch Contact Center, with locations in Hartford and New Haven, CT. If you are a customer service professional passionate about helping others and skilled at working with diverse populations in a fast-paced environment, this opportunity may be for you.

POSITION HIGHLIGHTS

• SHIFT: first-shift, full time (40 hours per week)
• SCHEDULE:
  
  8:00 AM - 4:30 PM or 8:30 AM - 5:00 PM
• LOCATIONS:
  Hartford or New Haven, CT

BENEFITS & BALANCE AT THE STATE OF CONNECTICUT

• Industry leading health benefits, including medical and dental coverage
• Extensive pension plan and supplemental retirement offerings
• Paid time off - including 13 paid holidays per calendar year
• Professional growth and paid professional development opportunities
• A work culture that promotes a healthy work-life balance
• Public Service Loan Forgiveness eligibility after 10 years of service (information available)

We invite you to view our State Employee Benefits Overview page to learn more.

ABOUT OUR AGENCY

If you enjoy helping others and flourish in a fast-paced environment, you might be a fit for the Department of Social Services, Social Services Assistant position. The DSS mission is to make a positive impact on the health and well-being of Connecticut’s individuals, families, and communities. We provide in-depth training and support to help you be successful in this role.

A Social Services Assistant is responsible for high-volume call management and the preliminary assessment of client needs for referral, gathering and sharing information concerning client problems primarily over the phone. DSS also provides customer service through calls and face-to-face assistance in Resource Centers.

• Communicate clearly and empathetically with clients and colleagues
• Be flexible and able to adhere to instructions, directives and changes in assignments
• Multitask using various computer applications and programs simultaneously
• Update the DSS computer system with clear and concise case notes
• Respond to client concerns and complaints
• Attend all mandatory meetings/trainings via Teams and in person
• Keep up to date with program and policy changes through trainings and written communications

More details can be found in the class specification and the Examples of Duties section.

We are looking for someone who will:

• Have excellent verbal, written and interpersonal skills
• Have experience working with culturally diverse populations
• Have experience in conducting in-depth interviews
• Work independently, as well as part of a team
• Have strong data entry, research, record maintenance and analytical skills
• Think critically and review work carefully
• Multitask, organize workflow and adapt to shifting priorities to meet deadlines
• Navigate multiple computer systems and software concurrently
• Understand and apply federal and state guidelines and statutes
• Maintain high level of organization with attention to detail and accuracy in a fast-paced environment

START WITH US. STAY WITH US. GROW WITH US.

MINIMUM QUALIFICATIONS

High School graduation or equivalency OR any experience and training which would provide the listed skills and abilities.

PREFERRED QUALIFICATIONS

• Customer Service experience and/or experience in a Human Services field
• Experience with high-volume call management and addressing client complaints through conflict resolution and technical support
• Experience guiding clients through problem-solving processes and de-escalation
• Experience working with Microsoft 365 and CRM software such as Salesforce

SPECIAL REQUIREMENTS

• Incumbents in this class may be required to travel

CONCLUSION: AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities. ACKNOWLEDGEMENT:
As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for…