Job Description

Posting number: 06113

Department: Job & Family Services

Job classification: JOB AND FAMILY SERVICES AIDE

Posting type: Open

Categories: Human Services

Summary

Under direct supervision from Job and Family Services Supervisor, Job and Family Services Manager or higher level administrator performs receptionist and clerical support services by interviewing applicants for public assistance to determine type of assistance desired and refers applicant to appropriate personnel and performs variety of clerical tasks related to completion and maintenance of case records which includes taking photographs of customers for purpose of identification cards and issuance of entitlement documents and determining eligibility for emergency assistance and entering and retrieving data via computer systems.

Examples of duties

• Screen applicants to determine the type of public assistance requested and schedule appointments with the appropriate unit or team.
• Provide or accept documents from applicants or recipients, and scan or enter documents into agency systems.
• Perform clerical duties, including answering phones, printing documents, preparing spreadsheets, handling mail, completing required forms, and preparing reports.
• Assist clients in person with accessing online case information, phone systems, and benefit card service vendors. Retrieve and enter client data into the database, verify, and retrieve said data.
• Serve as the first point of contact for clients and visitors, maintain the reception and forms room area, and offer community resource information and assistance with inquiries.
• Support call center operations, answer incoming customer service calls, accurately route calls to the appropriate department or queue, provide case status updates, reschedule appointments, and enter phone messages into the agency database.
• Retrieve and respond to voicemails, return inquiry calls, and mail forms/applications upon request.
• Monitor various email boxes for incoming emails, ensuring all correspondence is addressed timely and assigned appropriately.
• Make appropriate and/or required cross-referrals to the proper agencies and document the referral in state/agency systems
• Track and assign cases and tasks utilizing spreadsheets, state/agency systems
• Attend required trainings, meetings, and workshops.

(Performs Related Duties as Required)

Qualifications

High school diploma or equivalent and three (3) months experience in customer service plus three (3) months experience in office practices and procedures, database use, and spreadsheets, or completion of customer service certificate program; OR alternative, equivalent evidence of the minimum class requirements.

Supplemental information

Driving Requirement: Must maintain a current, valid United States driver’s license with an acceptable driving record.

Training and Development: N/A