Support Technician

Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others.

With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

The City of Norfolk’s Department of Human Services (NDHS) provides a wide range of essential services to its citizens. These services are crucial in supporting the wellbeing of the community and ensuring that all citizens have access to the resources they need. NDHS is committed to providing such comprehensive support to its citizens.

The NDHS is seeking a Support Technician to support personnel in their duties through clerical work and researching client information. Refers clients to other resources and information.

Departmental Hiring Salary Range: $42,016-$48,214

• Assists personnel by entering data, performing clerical work, preparing correspondence, providing customer service, and maintaining reports and records.
• Assists clients by providing services for bus passes, rent, clothing, shelter, emergency food and referrals to other services and information and transporting foster children and clients.
• Research client information by obtaining and verifying client information and processing new applications.
• Performs other related duties by providing transportation to clients, performing clerical duties, and assisting caseworkers in various casework activities.
• Greet, welcome, and assist clients in a pleasant manner with a smile in person and while answering incoming calls.
• Print out forms necessary for continuation of benefits if not received in the mail.
• Assist supervisors and workers with printouts and mail left for clients.
• Direct clients on the appropriate box to drop off paperwork and the retrieval of applications for benefits.
• Assist operations with clients and necessary paperwork to obtain first time EBT cards, replacement cards, and IDS for those whose address is at our location.
• Receive letters and packages and distribute them to appropriate departments.
• Serve as back up to Front Desk
• Pullandretrieve SVES monthly for Benefit Programs Specialists
• Transfer and assigning cases to appropriate units i.e. Long-Term Care, Age over 65, TANF, Pre-VIEW, Child Only, etc.
• Serve as back up for screening late renewals when assigned HSA is unavailable.
• Provide in the office printing for remote staff.
• Handle return mail and assist with employee receiving supplies.
• Answer incoming calls daily from 8:30am to 5:00pm.
• Retrieve missed telephone messages and return all calls within 24 hours.
• Maintain a current phone log of retrieved voicemail messages dates and times.
• Record all calls received in Laserfiche Form daily.
• Pick up, scan, and distribute all incoming documents every other hour.
• Retrieve documents faxed in on copiers.
• Assist with stamping, scanning, screening, and processing late renewals.
• RDE paper SNAP and Medicaid applications and scan the applications into DMIS.
• Complete the hotline form and expedited screening form then upload the forms into DMIS along with the paper SNAP application.
• The intake Support Technician request and retrieve SVES for BPS I, BPS II, and Senior BPS workers. Once received, the Support Technician scans the SVES into DMIS.
• The intake Support Technician mail correspondence forms for remote workers. The BPS worker sends the Support Technician an email of the forms to mail to client.
• Monitoring the SNAP and Medicaid applications in the inbox.
• Transfer approves cases, that is transferred from other localities or from Cover of VA to the ongoing Support Technician, to be assigned to an ongoing worker.
• Assign pending SNAP and Medicaid applications, that was transferred to the Norfolk locality, to the BPS worker.

Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

One year of general office work experience. A bachelor's degree or above may substitute work experience (as approved by the department).

The ideal candidate will possess the following:

• Knowledge necessary to understand basic operational, technical, or office processes, and review techniques, such as data collection and investigation.
• Six months to one year experience performing similar functions.

Working Hours
:
Monday – Friday, 8:30am - 5:00pm (40 hours/week)