INTERVIEWING CLERK OPS - 60932901

State of Florida•Ocala, FL

3d•Onsite

About The Position

Families requesting government assistance require time sensitive actions from strong, compassionate individuals who are dedicated to assisting the vulnerable and promoting strong self-sufficient families. Successful candidates will make a tremendous positive impact on the lives of countless Floridians. We are looking for people who are organized, who possess excellent computer and typing skills, are willing to learn public assistance policies and can engage with customers/citizens of Florida in a call center environment. The full-time work schedule is 40 hours per week, 8:00 am – 5:00 pm EST, Monday through Friday. This position is in our Ocala Storefront. This is a non-Teleworking position, bi-lingual Spanish speaking and understanding REQUIRED.

Requirements

Excellent computer and typing skills.
Willingness to learn public assistance policies.
Ability to engage with customers/citizens of Florida in a call center environment.
Bi-lingual Spanish speaking and understanding REQUIRED.
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.

Responsibilities

Serve as the “General Interview Clerk” for the Economic Self-Sufficiency (ACCESS) Business Model.
Complete a variety of clerical tasks to support program goals.
Meet and greet customers and assist them with the application process (on-line and paper) and navigating through the self-service lobby.
Ensure lobby equipment (copier, phone, and fax) and forms are operationally available to customers throughout the day.
Answer general inquiry questions related to program requirements, application processing, case status, and benefit information.
Log customers into a computer-based system for data collection and customer service resolution; follow established procedures to escalate complex customer inquiries to ensure resolution.
Educate customers on community partners and the benefit/features of my ACCESS Account including account set-up, password resets.
Resolve Electronic Benefit Transfer (EBT) ACCESS card issues, including personal identification number (PIN) unlocks.
Assist customers with referrals to other agencies and community resources.
Monitor lobby traffic flow and notify supervisor of any issues.
Complete client registration clearances (CRAD) as needed.
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.
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.
Review all requests for public assistance benefits for basic demographic information and perform a statewide clearance for prior Department contact; reconcile all discrepancies on all household members according to established Department procedures; this may require assisting the customer with the application.
Assign all requests for public assistance benefits to the Economic Self Sufficiency Specialist for eligibility determination according to Department procedures.
Manually and electronically assign incoming paper applications.
As time permits: Attempt 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.
Process incoming and outgoing mail and scan documents into the appropriate electronic file.
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.