INTERVIEWING CLERK OPS - 60932909

State of Florida•Brooksville, FL

3d•Onsite

About The Position

The primary function of this position is to serve as the “Screener” for the ACCESS Business Model. The incumbent is expected to complete statewide clearance and assign requests for public assistance benefits to the Economic Self Sufficiency Specialists for eligibility determinations. Attempt and conduct abbreviated interviews for public assistance programs. Abbreviated interviews include collecting data, resolving discrepancies, requesting appropriate documentation, and documenting case records appropriately. Meet and greet customers and assist them with the application process, both online and on paper, including navigation of the self-service lobby. Answer general inquiries regarding program requirements, application processing, case status, and benefit information. Assist customers with Electronic Benefit Transfer (EBT) ACCESS card issues, including Personal Identification Number (PIN) unlocks. Log customers into computer-based systems for data collection and customer service resolution. Reviews all requests for public assistance benefits for basic demographic information and performs statewide clearance for prior Department contract; reconciles all discrepancies on all household members according to established Department procedures; this may require assisting the customer with the application. Assigns all requests for public assistance benefits to the Economic Self Sufficiency Specialist for eligibility determination according to Department procedures. Attempts and conduct abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all public assistance programs. 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. Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews. Assist customers with referrals to other agencies and community resources. Monitor lobby traffic flow and notify the supervisor of issues affecting customer service or operations. Complete Client Registration and Automated Data (CRAD) clearances as needed. Mains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required. Performs special work assignments and other related work/duties as required or assigned.

Requirements

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.
Successful completion of a State and National criminal history check.
Screening in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S.

Responsibilities

Serve as the “Screener” for the ACCESS Business Model.
Complete statewide clearance and assign requests for public assistance benefits to the Economic Self Sufficiency Specialists for eligibility determinations.
Attempt and conduct abbreviated interviews for public assistance programs, including collecting data, resolving discrepancies, requesting appropriate documentation, and documenting case records.
Meet and greet customers and assist them with the application process, both online and on paper, including navigation of the self-service lobby.
Answer general inquiries regarding program requirements, application processing, case status, and benefit information.
Assist customers with Electronic Benefit Transfer (EBT) ACCESS card issues, including Personal Identification Number (PIN) unlocks.
Log customers into computer-based systems for data collection and customer service resolution.
Review all requests for public assistance benefits for basic demographic information and perform statewide clearance for prior Department contract.
Reconcile all discrepancies on all household members according to established Department procedures.
Assign all requests for public assistance benefits to the Economic Self Sufficiency Specialist for eligibility determination according to Department procedures.
Request all additional information/verification required to establish or continue eligibility for public assistance programs according to Department procedures.
Ensure electronic case records are documented thoroughly and properly as required by Department procedures.
Take appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews.
Assist customers with referrals to other agencies and community resources.
Monitor lobby traffic flow and notify the supervisor of issues affecting customer service or operations.
Complete Client Registration and Automated Data (CRAD) clearances as needed.
Maintain and develop professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.
Perform special work assignments and other related work/duties as required or assigned.