General Statement of Duties
The primary focus of this position is in the area of public contact where this employee will directly interact with customers in person, or by phone. This position will screen customers at the agency front desk or in phone calls to the call center, for information, gather data, explain agency services and programs, interprets regulations and policies, explain appeal rights and make appropriate referrals to workers, will be able to pull up client files and respond to questions that previously were sent to caseworkers.(#2548)
Bilingual skills in Spanish required
Examples of Work
This worker is responsible for receiving all customers, visitors and other public constituents visiting the agency for all programs and services offered. The worker must briefly interview customer to obtain sufficient information and assess the customers needs for proper referral, talk with caseworkers to refer customers, determines who may best meet a customers needs, offers assistance to visitors in a friendly, courteous caring way, ensuring that no one is discouraged from applying. This worker must assure confidentiality of customer information is not compromised.
Complexity of subject matter is substantial in this position as employee is responsible for evaluating, interpreting and explaining agency programs, services, policies and procedural regulations. This position will provide information and referral to services provided by other community resource agencies. Employee encounters a variety of problem situations and independently determines appropriate course of action with little supervision and is responsible for serving as an agency image.
Knowledge, Skills and Abilities
The person in this position must be flexible and able to comprehend and adapt well to change. The ability to prioritize work and ensure all assigned duties are accomplished in an accurate and timely manner is essential. Changes in state, federal and local policy and regulations may require a change in workflow or procedures. The person in this position should be able to quickly adapt to requirements of the agency. This position requires the ability to efficiently and effectively interact with co-workers to accomplish common tasks; the ability to have efficient and courteous interaction with the employer’s customers; the ability to function in highly stressful circumstances including situations where clients are under extreme duress; and the ability to maintain high level of professionalism and to conduct business in an ethical manner at all times. Ability to work efficiently in multiple technology based systems.
Minimum Education and Experience
Graduation from high school and demonstrated possession of knowledge, skills and abilities gained through at least three years of office assistant/secretarial experience; or an equivalent combination of training and experience.
Position will perform duties as a representative of a public agency and is subject to high standards for personal and professional conduct.