INTERVIEWING CLERK OPS - 60932105

State of Florida•LAKELAND, FL

1d•$17•Onsite

About The Position

This position serves as the “General Interview Clerk” for the Economic Self-Sufficiency (ACCESS) Business Model. The incumbent is expected to complete a variety of clerical tasks to support program goals. The primary functions include greeting customers, assisting with the application process (online and paper), and navigating the self-service lobby. The role ensures lobby equipment and forms are available, answers general inquiries about program requirements, application processing, case status, and benefit information. It involves logging customers into a computer-based system, escalating complex inquiries, educating customers on community partners and my ACCESS Account features, and resolving EBT ACCESS card issues. The position also assists with referrals to other agencies and community resources, monitors lobby traffic, and completes client registration clearances (CRAD). Additionally, it involves conducting abbreviated interviews to collect and update applicant information, requesting necessary verification, and ensuring electronic case records are thoroughly documented. The role also reviews requests for public assistance benefits, performs statewide clearances, reconciles discrepancies, and assigns applications to Eligibility Specialists. As time permits, the clerk may conduct further interviews, request additional information, and ensure proper documentation. Processing mail and scanning documents are also key responsibilities. Maintaining professional knowledge and skills through training and meetings is required, along with performing special assignments as needed.

Requirements

Knowledge of the principles and techniques of effective communication; office procedures and practices; basic arithmetic.
Ability to deal with the public in a tactful, courteous and effective manner; speak clearly and correctly; listen effectively; record and evaluate data relating to applicant employment or assistance for health care or community services; understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services; review data for accuracy and completeness; organize and maintain filing systems; perform basic arithmetical calculations; plan, organize and coordinate work assignments; communicate effectively; establish and maintain effective working relationships with others.

Responsibilities

Meets/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service 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 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.
Resolves Electronic Benefit Transfer (EBT) ACCESS card issues which includes personal identification number (PIN) unlocks.
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.
Conducts 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.
Reviews all requests for public assistance benefits for basic demographic information and performs a statewide clearance for prior Department contact; 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.
Manually and electronically assign incoming paper applications.
Processes incoming and out going mail and scanning documents into the appropriate electronic file.
Maintains 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.