Human Services Benefits Programs Manager

Hiring Range: $84,029.14 to $112,561.54

Full Time or Part Time: Full Time

Additional Detail

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. The small city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery. The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play. We invite all qualified candidates to learn more and apply for our Human Services Benefits Programs Manager position.

General Statement of Duties:

The City of Alexandria’s Department of Community and Human Services (DCHS) utilizes a comprehensive service delivery approach to meet the needs of low-income City residents and works to improve or maintain their quality of life measurably. Client Support Services, a division within DCHS’ Center for Economic Support (CES), is part of this continuum of services, serving as the first point of contact to access safety net services that promote and support economic stability and well-being. The Client Support Services team's work is accomplished through partnerships with other CES divisions (Workforce Development Center, Benefits Programs, and Office of Community Services), DCHS’ social and behavioral health services divisions, community-based food security network, State of Virginia offices, other City departments, and multiple community stakeholders. As the Human Services Benefits Programs Manager of Client Support Services, you will play a crucial role in ensuring the delivery of these vital services to our community.

The Human Services Benefits Programs Manager of Client Support Services needs to be a visionary and strategic leader responsible for creating and sustaining exceptional customer experience for individuals and families seeking support through public benefits, homeless services, safety net resources, food security programs, and financial literacy initiatives. This role is essential to ensuring access to services while promoting dignity and respect in every customer interaction and ensuring efficient practices. Key areas of responsibility include customer experience strategy and execution, team leadership and development, program oversight, outreach and community engagement, data management, and continuous improvement. The Manager leads a team of 16 staff members, including three direct-report supervisors. The manager also facilitates outreach initiatives representing the Department of Community and Human Services (DCHS).

Example of Duties:

• Promote and execute the mission, vision, and core values of the City and DCHS;
• Design and implement customer service policies, standards, and procedures that center the client experience on dignity, respect, autonomy, and accessibility;
• Develop division and program goals, policies, and procedures that align with City and DCHS’ strategic plans to address the needs of the community; 
• Ensuring practices of staff promote full access to services, including language access, and appropriate information to respond to the needs of the community;
• Continuously collect and assess customer feedback and data to improve service delivery;
• Manage the overall strategy and day-to-day activities of a  call center and lobby,  and lead initiatives that remove barriers to access and streamline the customer journey;
• Supervise and mentor direct reports who support front-line staff and lead key program areas, including food security initiatives, client assessment, information and referral, financial literacy, and farmers’ market incentive programs;
• Foster a high-performing, inclusive, and mission-driven culture through effective change management, employee engagement, strategic communication, and evaluation.; 
• Ensure training and development opportunities focused on trauma-informed care, cultural competency, crisis de-escalation, and service excellence;
• Collaborate with internal programs to align customer service delivery.
• Oversee the development and deployment of outreach efforts, including tabling events and community presentations to educate the public on DCHS resources;
• Build and sustain strategic partnerships with department leadership and community-based organizations to promote excellent service, foster trust, and expand service reach;
• Ensure compliance with federal, state, and local requirements for client engagement and public benefits, including completing and submitting the SNAP Outreach Plan;
• Respond to human services Civil Rights complaints and complex customer service issues, and assist staff with complicated or unusual requests from clients and partners;
• Oversee DCHS's participation in the City’s 311 Call Center;
• Manage grants, including identifying funding opportunities, leading grant writing efforts, and ensuring compliance, reporting, and effective use of awarded funds;
• Provide coverage in the absence of the Director of the Center for Economic Support for the center operation and the Social Services Advisory Board; and
• Performs related work as required.

Essential Knowledge, Skills, and Abilities:

Ability to develop and implement sound, efficient human centered-design workflow processes to support achievement of business and service goals and objectives; ability to plan, manage, supervise, assign, delegate, review and evaluate the work of staff engaged in providing customer support assessment, information and referral services; ability to define issues, analyze problems, evaluate alternatives and develop sound, independent conclusions and recommendations in accordance with regulations, rules and policies; ability to organize, set priorities and exercise expert independent judgment within areas of responsibility; ability to communicate effectively, both orally and in writing; ability to represent the department and city effectively in dealings with customers; knowledge of the concepts and techniques of program, fiscal analysis and financial management; ability to operate a computer and standard business software; ability to use tact and diplomacy in dealing with sensitive and complex issues, situations and concerned people; ability to establish and maintain effective working relationships with representatives of other agencies, civic groups, government officials, vendors and contractors, co-workers and supervisors, all those encountered in the course of work.

Minimum Qualifications: 

Completion of college-level courses in sociology and management or related fields, and experience in eligibility work, including in a supervisory/managerial capacity; or any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Comprehensive knowledge of Federal, State and local requirements, programs, and policies related to food security and economic supports; effective leadership and analytical skills; Considerable knowledge of principles and practices of customer relationship, management and quality customer service; Considerable knowledge of basic principles, practices, methods and tools of project management.

Preferred Qualifications:

Four-Year College Degree or a Master’s degree in the social service field, business management, public administration, or a related field; Considerable experience with public benefits administration, housing/homeless services, or safety net programs; Considerable experience working executing a human-centered approach, applying equity lens on policies and practices, and proficient skills in crisis intervention and communication/public speaking; Considerable experience in collaborating with senior and executive level managers; and capable of establishing key relationships to develop rapport and a high degree of trust among all levels of the organization and community.