REQUIRED KNOWLEDGE

Human Services – Thorough knowledge of social work principles and practices including federal,
state, and local regulations affecting human service programs. Knowledge of programs, social
economic trends and behaviors that impact the delivery of human services.
Case Management – Thorough knowledge of case management techniques, principles and
practices to evaluate and coordinate the delivery of public assistance to customers and their
families.
Customer Service — Considerable knowledge of principles and processes for providing customer
service. This includes setting and meeting quality standards for services, and evaluation of
customer satisfaction.

REQUIRED SKILLS

Critical Thinking – Using logic and reasoning to understand, analyze, and evaluate complex
situation and research information to identify the strengths and weaknesses of alternative
solutions, conclusions or approaches to the situation.
Judgment/Decision Making — Evaluates the best method of research and then exercising
appropriate judgment in establishing priorities and resolving complex matters. Considering the
relative costs and benefits of potential actions to choose the most appropriate one.
Interpersonal Relationships – Develops and maintains cooperative and professional relationships
with employees, managers, and representatives from other departments and organizations.
Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related
software with reasonable speed and accuracy.

REQUIRED ABILITIES

Time Management – Ability to plan and organize daily work routine. Establishes priorities for the
completion of work in accordance with sound time-management methodology to meet strict
deadlines.
Communication – Excellent ability to communicate complex ideas and proposals effectively so
others will understand to include preparation of reports, agendas, and policies. Excellent ability
to listen and understand information and ideas presented verbally and in writing. Ability to
develop and conduct training on a variety of social work topics.

EDUCATION AND EXPERIENCE

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Requires a Bachelor’s Degree in a human services field (Social Work, Human Services, Sociology,
Psychology, Family & Child Development, Counseling, Gerontology, or Guidance & Counseling) or a
Bachelor’s Degree in any field; and 3-5 years of appropriate and related human services experience.

ADDITIONAL REQUIREMENTS

An acceptable general background check to include a local and state criminal history check and sex
offender registry check.
A valid driver’s license with an acceptable driving record.
Individuals in this position cannot be listed as having a founded child abuse or neglect complaint.
In the event of a declared emergency in the City of Newport News, individuals in this position are
required to work shelter duty and may be called on to perform duties as required to provide for the
safety and care of the citizens of the community.

PHYSICAL REQUIREMENTS

Requires the ability to exert light physical effort in sedentary to light work.
Some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10
pounds).
Tasks may involve extended periods of time at keyboard or work station.

SENSORY REQUIREMENTS

Some tasks require the ability to perceive and discriminate sounds and visual cues or signals.
Some tasks require the ability to communicate orally.

Under general supervision, this position is responsible for performing complex social work services
to families of the Department of Human Services. May serve as a lead worker. Reports to the Family
Services Supervisor or Youth Programs & Outreach Supervisor.