***Must be bilingual (English/Spanish)*****
Job Description:
** Meets/greets customers and assists customers with the application process (online and paper) and navigating through the selfservice lobby.
** 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 computerbased 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 setup 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