Client Services Specialist

This class provides administration and coordination of customer assistance and resource services for immigrant youth, families, adults, and seniors. Incumbents evaluate eligibility for human services programs in accordance with established policies and procedures. Work may include managing customer requests and service inquiries; screening applicants for City programs and benefits; assisting customers with completing applications and forms; counseling applicants on accessing employment and community resources; maintaining reports on service requests and caseload activity; collecting and verifying information to support service coordination; updating customer records and maintaining databases; preparing reports and documents; providing logistical support for programs, committees, and events; monitoring inventory and ordering supplies; responding to communications from internal and external customers; addressing the needs of customers with limited English proficiency; referring customers to community resources; verifying applicant information; and educating customers about their rights and responsibilities when accessing City services. Some assignments may serve as essential employees during declared emergencies.

TYPICAL CLASS ESSENTIAL DUTIES: These duties are a representative sample; position assignments may vary.

1. 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.
2. 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.
3. Provides logistical and administrative support for OIRE programs, meetings, and special initiatives.
4. Supports continuous improvement of service delivery by identifying service gaps, trends, and emerging needs within immigrant and refugee communities.
5. May assist with training staff or partners on intake processes, data tracking procedures, and customer service practices related to serving immigrant and refugee communities.

• 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

• Native level language proficiency in English and Spanish. Speak, Read and Write.

• 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

• 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

• 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

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.