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Form of workJob Description
Job Description:
Meets/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service lobby.
Meets/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service lobby.
- Must be bi-lingual (English/Spanish)*
- Ensures lobby equipment (example: copier, phone, and fax) and forms are operationally available to customers throughout the day.
- Answers general inquiry questions related to program requirements, application processing, case status, and benefit information.
- Logs customer into computer-based system for data collection and customer service resolution; follows established procedures to escalate complex customer inquiries to ensure resolution.
- Educates customers on community partners and the benefit/features of my ACCESS Account including account set-up, password resets.
- Assists customers with referrals to other agencies and community resources.
- Monitors lobby traffic flow and notifies supervisor of any issues.
- Completes client registration clearances (CRAD) as needed.
- Requests all additional information/verification required to establish or continue eligibility for public assistance programs according to Department procedures.
- Ensures electronic case records are documented thoroughly and properly as required by Department procedures.
- Processes incoming and out going mail and scanning documents into the appropriate electronic file.
- Performs special work assignments and other related work/duties as required or assigned.
- Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
Skills/Knowledge:
- Knowledge of the principles and techniques of effective communication.
- Knowledge of office procedures and practices.
- Knowledge of basic arithmetic.
- Ability to deal with the public in a tactful, courteous and effective manner.
- Ability to speak clearly and correctly.
- Ability to listen effectively.
- Ability to record and evaluate data relating to applicant employment or assistance for health care or community services.
- Ability to understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services.
- Ability to review data for accuracy and completeness.
- Ability to organize and maintain filing systems.
- Ability to perform basic arithmetical calculations.
- Ability to plan, organize and coordinate work assignments.
- Ability to communicate effectively.
- Ability to establish and maintain effective working relationships with others.
