Summary

The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including Black, Indigenous, and People of Color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with lived experiences.

King County's Department of Community and Human Services (DCHS) provides equitable opportunities for people to be healthy, happy, and connected to community. The Adult Services Division (ASD) of DCHS works in partnership with communities to develop, support and provide human services programs focused on achieving results in housing stability, financial stability, healthy living and social engagement for veterans, servicemembers and their families; older adults and their caregivers; and other populations who experience vulnerability. The division’s work also includes efforts to strengthen connections within, and improve access to, the human services system.

Supportive Community Outreach, Programs & Engagement (SCOPE) Agents are key members of the ASD SCOPE Team, which is charged with coordinating systems and partnerships that expand access and strengthen community connection, helping residents reach the programs and supports they need.

SCOPE Field Agents work a rotating schedule at various community sites. These positions provide direct customer service to internal and external partners and King County residents seeking connection to needed programs and resources. SCOPE Field Agents interface with customers in-person, via the phone, email, text messaging and instant messaging. These positions report directly to the SCOPE Outreach Manager.

SCOPE Center Agents work at Adult Service Call Center. These positions provide direct customer service to internal and external partners and King County residents seeking connection to needed programs and resources. SCOPE Agents interface with customers in-person, via the phone, email, text messaging and instant messaging. These positions report directly to the SCOPE Center Manager.

SCOPE - The Early Support for Infants and Toddlers (ESIT) Specialist work at the Adult Service Call Center and provides timely linkages and connections to services with community-based ESIT providers organizations. ESIT promotes equitable outcomes for families with children, ages birth to there, who have developmental delay or disabilities. Eligible infants and toddlers , and their families, are entitled to individualized, quality developmental services in accordance with the federal Individuals with Disabilities Education Act (IDEA), Part C. These positions report directly to the SCOPE Center Manager.

This recruitment is to fill a 7 open position as follows: 3 Career Service SCOPE Field Agents, 1 Career Service ESIT Agent, and 3 Term-Limited Temporary (TLT) SCOPE Center Agent positions that are anticipated to extend 12 months. If filled by a King County employee who has passed their initial probation, the TLT will be as a Special Duty Assignment (SDA).

Job Duties

To be considered minimally qualified applicant must demonstrate a background that provides the knowledge, skills and ability to:

• Engage with King County residents at various sites within geographic King County.
• Provide information about ASD’s Resource Access services to King County residents and aid them in accessing them.
• Field inquiries from internal and external customers via phone, email, internet application and in-person.
• Process referrals for King County Early Supports for Infants and Toddlers Program.
• Utilize resource database and/or web application to search and analyze available resources for customers. Answer questions, recommend resources and/or connect directly to services, as appropriate.
• Refer customers in need or additional assistance to ASD’s short-term case management professionals, via internal referral system.
• Monitor and respond to customer complaints or concerns to ensure customer satisfaction.
• Coordinate and communicate with other department staff to ensure customer needs are addressed.
• Escalate calls/contacts to managers, as appropriate.
• Maintain records by completing case notes and logging actions. Complete required paperwork, reports and data entry.
• Maintain customer confidentiality by strictly adhering to HIPPA and other applicable policies and protocols.
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks and participating in required training.
• Provide feedback to supervisors and recommend changes to company policies or procedures based on customer feedback.
• Encourage a knowledge-sharing culture across the organization.
• Be available to work evenings and weekends as needed.
• Perform other related duties as assigned.

Experience, Qualifications, Knowledge, Skills

WE ARE LOOKING FOR CANDIDATES WHO HAVE:

• Deep knowledge of equity and social justice principles and practices, and understanding of the effects of place, race, policy and system-based inequities on marginalized communities.
• Demonstrated skills, experience and knowledge of anti-racism concepts and approaches.
• Knowledge of specific challenges, trauma responses, behavior and needs for people experiencing legal involvement, housing instability, poverty, substance use disorder and mental health diagnoses that are compounded by discrimination and systemic oppression.
• Engagement and relationship-building skills. Comfortable speaking, listening, and engaging with diverse populations.
• Demonstrated skill to set and maintain clear, professional, respectful boundaries and interactions with the public and fellow staff members.
• Demonstrated ability to work independently following established protocols and policies, and ability to take initiative and be motivated to engage with leadership, colleagues, staff, and community.
• An advocacy mindset. Desire to find ways to support, and empower, with attention and action to create positive change.
• Three years minimum case management, community liaison, or customer service experience in a human services environment.
• Customer service skills in person and via telephone/email (discretion, patience, etiquette, professionalism, and enthusiasm to assist).
• Ability to effectively manage time to work on multiple tasks in high pressure/short deadline environment, and to adapt to changes in work-load demand and priorities.
• Computer skills and proficiency in a variety of software programs, including MS Word, Excel, Adobe, and Outlook.
• Skill in written and oral communications for a variety of audiences.
• Ability to lift and move boxes of supplies and equipment weighing up to 25 pounds with or without accommodation.

PREFERRED QUALIFICATIONS:

• Bilingual/Multilingual, BIPOC individuals, individuals with diverse socio-cultural backgrounds, people with lived experience of incarceration, recovery, gender-based violence, houselessness, and individuals with disabilities.
• Bilingual or Multilingual Language Proficiency: English/Spanish, American Sign Language, Chinese, Somali, Ukrainian, Arabic, Russian, Amharic, Vietnamese, Dari.

ADDITIONAL POSITION INFORMATION:

• This position has been designated Mission Critical. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.
• The Adult Services Division may have positions that work in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is 635 Andover Park W, Suite 202, Tukwila, WA. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

• This position is scheduled to work 40 hours per week, Monday - Friday, 8am - 5pm. This position meets the provisions of the Fair Labor Standards Act and is overtime eligible with supervisory pre-approval.
• This position is not represented by a union.
• Classification: Customer Services Coordinator - Assistant
  

WHO MAY APPLY:
This position is open to all qualified candidates that meet the minimum qualifications. Interviews for this selection process will take place on or around the week of June 8^th. Candidates who wish to be considered for this position must submit an online King County application and respond to the supplemental questions. Your application may be rejected as incomplete if you do not include the requested and relevant information in the online application and supplemental questionnaire. Applications and/or supplemental questionnaires that state, "see my resume" are considered incomplete and will not be considered to be competitive. If you have any questions, please contact Alicia Larsen, alarsen@kingcounty.gov.

This selection process will fill our current vacancies but also create a pool of qualified candidates should additional positions open up within the next 6 months.

Supplemental Information

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference Come join the team dedicated to serving one of the nation's best places to live, work and play.Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.

The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including Black, Indigenous, and People of Color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with lived experiences. King County's Department of Community and Human Services (DCHS) provides equitable opportunities for people to be healthy, happy, and connected to community. The Adult Services Division (ASD) of DCHS works in partnership with communities to develop, support and provide human services programs focused on achieving results in housing stability, financial stability, healthy living and social engagement for veterans, servicemembers and their families; older adults and their caregivers; and other populations who experience vulnerability. The division’s work also includes efforts to strengthen connections within, and improve access to, the human services system. Supportive Community Outreach, Programs & Engagement (SCOPE) Agents are key members of the ASD SCOPE Team, which is charged with coordinating systems and partnerships that expand access and strengthen community connection, helping residents reach the programs and supports they need. SCOPE Field Agents work a rotating schedule at various community sites. These positions provide direct customer service to internal and external partners and King County residents seeking connection to needed programs and resources. SCOPE Field Agents interface with customers in-person, via the phone, email, text messaging and instant messaging. These positions report directly to the SCOPE Outreach Manager. SCOPE Center Agents work at Adult Service Call Center. These positions provide direct customer service to internal and external partners and King County residents seeking connection to needed programs and resources. SCOPE Agents interface with customers in-person, via the phone, email, text messaging and instant messaging. These positions report directly to the SCOPE Center Manager. SCOPE - The Early Support for Infants and Toddlers (ESIT) Specialist work at the Adult Service Call Center and provides timely linkages and connections to services with community-based ESIT providers organizations. ESIT promotes equitable outcomes for families with children, ages birth to there, who have developmental delay or disabilities. Eligible infants and toddlers , and their families, are entitled to individualized, quality developmental services in accordance with the federal Individuals with Disabilities Education Act (IDEA), Part C. These positions report directly to the SCOPE Center Manager. This recruitment is to fill a 7 open position as follows: 3 Career Service SCOPE Field Agents, 1 Career Service ESIT Agent, and 3 Term-Limited Temporary (TLT) SCOPE Center Agent positions that are anticipated to extend 12 months. If filled by a King County employee who has passed their initial probation, the TLT will be as a Special Duty Assignment (SDA). Job Duties To be considered minimally qualified applicant must demonstrate a background that provides the knowledge, skills and ability to: Engage with King County residents at various sites within geographic King County. Provide information about ASD’s Resource Access services to King County residents and aid them in accessing them. Field inquiries from internal and external customers via phone, email, internet application and in-person. Process referrals for King County Early Supports for Infants and Toddlers Program. Utilize resource database and/or web application to search and analyze available resources for customers. Answer questions, recommend resources and/or connect directly to services, as appropriate. Refer customers in need or additional assistance to ASD’s short-term case management professionals, via internal referral system. Monitor and respond to customer complaints or concerns to ensure customer satisfaction. Coordinate and communicate with other department staff to ensure customer needs are addressed. Escalate calls/contacts to managers, as appropriate. Maintain records by completing case notes and logging actions. Complete required paperwork, reports and data entry. Maintain customer confidentiality by strictly adhering to HIPPA and other applicable policies and protocols. Update job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks and participating in required training. Provide feedback to supervisors and recommend changes to company policies or procedures based on customer feedback. Encourage a knowledge-sharing culture across the organization. Be available to work evenings and weekends as needed. Perform other related duties as assigned. Experience, Qualifications, Knowledge, Skills WE ARE LOOKING FOR CANDIDATES WHO HAVE:Deep knowledge of equity and social justice principles and practices, and understanding of the effects of place, race, policy and system-based inequities on marginalized communities. Demonstrated skills, experience and knowledge of anti-racism concepts and approaches. Knowledge of specific challenges, trauma responses, behavior and needs for people experiencing legal involvement, housing instability, poverty, substance use disorder and mental health diagnoses that are compounded by discrimination and systemic oppression. Engagement and relationship-building skills. Comfortable speaking, listening, and engaging with diverse populations. Demonstrated skill to set and maintain clear, professional, respectful boundaries and interactions with the public and fellow staff members. Demonstrated ability to work independently following established protocols and policies, and ability to take initiative and be motivated to engage with leadership, colleagues, staff, and community. An advocacy mindset. Desire to find ways to support, and empower, with attention and action to create positive change. Three years minimum case management, community liaison, or customer service experience in a human services environment. Customer service skills in person and via telephone/email (discretion, patience, etiquette, professionalism, and enthusiasm to assist). Ability to effectively manage time to work on multiple tasks in high pressure/short deadline environment, and to adapt to changes in work-load demand and priorities. Computer skills and proficiency in a variety of software programs, including MS Word, Excel, Adobe, and Outlook. Skill in written and oral communications for a variety of audiences. Ability to lift and move boxes of supplies and equipment weighing up to 25 pounds with or without accommodation. PREFERRED QUALIFICATIONS:Bilingual/ Multilingual, BIPOC individuals, individuals with diverse socio-cultural backgrounds, people with lived experience of incarceration, recovery, gender-based violence, houselessness, and individuals with disabilities. Bilingual or Multilingual Language Proficiency: English/ Spanish, American Sign Language, Chinese, Somali, Ukrainian, Arabic, Russian, Amharic, Vietnamese, Dari. ADDITIONAL POSITION INFORMATION:This position has been designated Mission Critical. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency. The Adult Services Division may have positions that work in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is 635 Andover Park W, Suite 202, Tukwila, WA. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours. This position is scheduled to work 40 hours per week, Monday - Friday, 8 am - 5 pm. This position meets the provisions of the Fair Labor Standards Act and is overtime eligible with supervisory pre-approval. This position is not represented by a union. Classification: Customer Services Coordinator - Assistant WHO MAY APPLY: This position is open to all qualified candidates that meet the minimum qualifications. Interviews for this selection process will take place on or around the week of June 8th. Candidates who wish to be considered for this position must submit an online King County application and respond to the supplemental questions. Your application may be rejected as incomplete if you do not include the requested and relevant information in the online application and supplemental questionnaire. Applications and/or supplemental questionnaires that state, "see my resume" are considered incomplete and will not be considered to be competitive. If you have any questions, please contact Alicia Larsen, alarsen@kingcounty.gov. This selection process will fill our current vacancies but also create a pool of qualified candidates should additional positions open up within the next 6 months.

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