INTERVIEWING CLERK OPS - 60932105

State of Florida•LAKELAND, FL

4d•$17•Onsite

About The Position

The primary function of this position is to serve as the General Interview Clerk for the Economic Self-Sufficiency (ACCESS) Business Model. The incumbent will perform a variety of clerical, customer service, administrative, and program-related duties to support program goals and ensure efficient service to customers. The position will also serve as a backup assistant, providing support with administrative operations, confidential paperwork, hiring procedures, records management, scheduling, reports, equipment, and other duties as assigned.

Requirements

Knowledge of the principles and techniques of effective communication.
Knowledge of office procedures and practices.
Basic arithmetic skills.
Strong organizational and time-management skills.
Ability to multitask and effectively prioritize competing responsibilities.
Ability to deal with the public in a tactful, courteous, and effective manner.
Ability to communicate clearly and professionally, both verbally and in writing.
Ability to listen effectively and respond appropriately to customer needs.
Ability to record, review, and evaluate information accurately and completely.
Ability to understand and apply applicable rules, regulations, policies, and procedures.
Ability to organize and maintain filing systems.
Ability to plan, organize, and coordinate work assignments.
Ability to establish and maintain effective working relationships with customers, coworkers, managers, and community partners.
Ability to handle confidential information responsibly.
Proficiency with Microsoft Word, Excel, Power point and other platforms.
Experience with SharePoint/ Share drives.
Ability to work effectively using multiple computer screens and systems.
Ability to adapt to changing priorities and provide backup support across multiple administrative functions.

Responsibilities

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.
Log customers into computer-based systems for data collection and customer service resolution.
Follow established procedures to escalate complex customer inquiries and assist in obtaining appropriate resolutions.
Educate customers regarding community partners and the benefits and features of My ACCESS Account, including account setup and password resets.
Assist customers with Electronic Benefit Transfer (EBT) ACCESS card issues, including Personal Identification Number (PIN) unlocks.
Assist customers with referrals to other agencies, community partners, and available 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.
Conduct abbreviated interviews to collect and update required information for applicants, recipients, and household members for public assistance programs.
Request additional information and verification necessary to establish or continue eligibility for public assistance programs in accordance with Department procedures.
Ensure electronic case records are thoroughly and accurately documented as required by Department procedures.
Review requests for public assistance benefits for basic demographic information and conduct statewide clearances for prior Department contact.
Reconcile discrepancies involving household members in accordance with established Department procedures, including assisting customers with their applications when necessary.
Assign requests for public assistance benefits to the Economic Self-Sufficiency Specialist for eligibility determination according to established procedures.
Manually and electronically assign incoming paper applications.
Take appropriate corrective action on identified errors through quality management systems, management evaluation reviews, and quality control reviews.
As time permits, attempt and conduct additional abbreviated interviews and provide case-related support as needed.
Serve as a backup to the Staff Assistant when needed.
Handle confidential paperwork, records, and information with discretion and professionalism.
Assist with hiring procedures and related administrative activities.
Organize, maintain, and manage files, ensuring documents are saved and maintained in the correct electronic or physical folders.
Organize and maintain office equipment and ensure equipment and supplies are operationally available.
Maintain lobby equipment, including copiers, telephones, fax machines, and other customer service equipment.
Process incoming and outgoing mail and scan documents into the appropriate electronic files.
Prepare, compile, and maintain roll-up reports.
Reserve, schedule, and create meetings and calendar invitations for managers.
Provide administrative support to managers and staff and assist with special assignments and projects.
Perform other duties related to the backup position and other related work as required or assigned.
Utilize Microsoft Word and Microsoft Excel to prepare documents, reports, spreadsheets, and other administrative materials.
Utilize SharePoint to organize, maintain, access, and share documents and information.
Work efficiently across multiple computer screens, applications, and systems simultaneously.
Maintain accurate electronic and physical filing systems.
Review information and documentation for accuracy and completeness.
Organize and prioritize multiple assignments while maintaining attention to detail and meeting established deadlines.
Maintain and develop professional knowledge and skills through supervisory performance conferences, staff meetings, mandatory training, workshops, and other learning opportunities as assigned or required.
Maintain knowledge of applicable rules, regulations, policies, procedures, and program requirements.
Perform special work assignments and other related duties as required or assigned.