Bilingual Welcome Lobby Ambassador

2 weeks ago

Washington, United States ROSS PROFESSIONAL SERVICES LLC Full time $20
Job DescriptionJob Description

Ross Professional Services, LLC (RPS) is an employment, technical support and integrated security services company located in Washington DC. We provide professional support and operations to the District of Columbia and Federal government nationwide. RPS is a government contractor, in which our routine work consists of providing professional support, technical writers, information technology support, and other support for our government clients throughout the United States and District of Columbia.

We are seeking Bilingual Welcome Lobby Ambassador to support our contract with our DC government client below.

Title: Bilingual Welcome Lobby Ambassador - $41.5K ($20.00 per hr.)

Location: The Department of Human Services (DHS) locations:

  • Taylor Street Service Center – 1207 Taylor Street, NW
  • Congress Heights Service Center – 4049 South Capitol Street, SW
  • Fort Davis Service Center – 3851 Alabama Avenue, SE

Shifts Options: 7:30am – 4:00pm or

8:15am – 4:45pm

Days: Monday – Friday (NTE 40 hrs. per week)

Duration: ASAP – September 30, 2026 (plus option years)

Hourly Rate: $41.5K ($19.98 per hr.)

Benefits: Paid federal holidays, sick leave, accrued vacation with health/dental/life insurance coverage options

COVID News: While onsite, all personnel onsite will adhere to CDC guidelines to include social distancing, wear a face covering, washing hands, etc.

BACKGROUND

The Department of Human Services (DHS), Economic Security Administration (ESA) determines eligibility for SNAP, TANF, Medicaid, and delivers a host of social safety net programs throughout the District. In 2016, ESA launched a major, multi-year effort to implement research-based practices and transform service delivery systems. ESA has delivered a modernized eligibility system, mobile application, virtual call center technology, and shared workload management system in recent years. The agency is currently navigating the complexities of unwinding pandemic-related program modifications. ESA has also launched a host of new initiatives that improve District families’ economic stability. Many of these initiatives are administered on an ad hoc or seasonal basis.

The agency is at a critical point in its efforts to transform both its internal infrastructure and its resident-facing service model for multiple social safety net programs. Given these dynamics, ESA requires the flexibility to add specialized skillsets and ramp up capacity on an as needed basis.to eligible adults, children and their families for the prevention, intervention and treatment of mental health, along with substance use disorders.

JOB DESCRIPTON

  1. Responsibilities:

  1. The Bilingual Welcome Lobby Ambassador shall be responsible for greeting Service Center customers, including:
    1. Providing language access services/translation services to customers with Limited English Proficiency (LEP), primarily for Spanish and Amharic.
    2. Welcoming customers to the Service Center lobby; connecting with customers; and asking questions to discover customers’ needs, consistently demonstrating a positive and upbeat tone.
    3. Making the best recommendations for next steps in navigation to resolve customers’ issuing and setting proper expectations; closing out the customer experience by asking if there’s anything else you can assist the customer with.
    4. Using Workflow Management system and Deli Ticket equipment to track customer’s name, reason for visit, and number in line; issuing customer a Deli Ticket and direct customer to the Lobby seating area.
  2. The Bilingual Welcome Lobby Ambassador shall be responsible for supporting Service Center Front Desk, including:
    1. Providing language access services/translation services to customers with Limited English Proficiency (LEP), primarily for Spanish and Amharic.
    2. Assisting SSAs and Leadership Team to Triage and entering tasks into appropriate queues in Workflow Management system for processing.
    3. Checking case narrative in the Workflow Management system; paraphrasing to ensure understanding and reason for Service Center visit; entering customer’s task in the appropriate queue in Current and directing customer to lobby seating area.
  3. The Bilingual Welcome Lobby Ambassador shall be responsible for supporting the ESA Welcome Center, including:
    1. Assist customers with pick up and drop off of documents, general questions, information, District Direct Mobile App demos, and Online Fillable Form demos.
  4. The Bilingual Welcome Lobby Ambassador shall be responsible for providing Back Office support, including:
    1. Assist SSAs with scanning and tagging documents to reduce bottlenecks and ensure scanning and tagging documents remains as current as possible.
    2. Scan and tag documents according to training and standard operating procedures; using Workflow Management system, Document Imaging system, and Eligibility Status reports; as well as IT equipment.
    3. Identify and address potential quality issues, communicating with team and supervisors to improve overall Service Center systems and processes.
  5. Bilingual Welcome Lobby Ambassadors shall be responsible for other duties as assigned by leadership.

  1. Qualifications:
  • Demonstrated fluency in Spanish or Amharic.
  • Proven experience in providing exceptional customer service in a fast-paced environment.
  • Ability to actively listen to customers' needs, apply systems and processes, and provide appropriate guidance and recommendations.
  • Ability to work collaboratively with team members and follow instructions from SSAs and leadership.
  • Detail-oriented with the ability to accurately capture and record customer information using computer systems and software.
  • High level of professionalism and reliability in handling customer interactions in challenging situations and maintaining confidentiality.
  • Previous experience in a similar customer service or data entry role is highly desirable.

Ross Professional Services, LLC (RPS) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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