INTERVIEWING CLERK OPS - 60932904

The primary function

The primary function of this position is to serve as a “Meeter Greeter/ Receptionist” at a DCF Family Resource Center. The incumbent will have direct contact with the customers by assisting them with the public assistance benefit process. The position will require standing, physical movement and walking within the workspace for the various job duties.

Work Location

This position will be working in Wildwood (Sumter County).

Work Hours

The work hours are Monday thru Friday, 8:00 am – 5:00 pm.

Examples of Work

• 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.
• Affords customers with referrals to other agencies and community resources.
• Maintains lobby traffic flow and notifies supervisor of any issues.
• 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.

Job Characteristics

• Analyzing Data or Information
• Assisting and Caring for Others
• Documenting/Recording Information
• Processing Information
• Getting Information Needed to do the Job
• Communicating With Persons Outside of the Organization
• Interpreting Meaning of Information to Others
• Making Decisions and Solving Problems
• Monitoring and Controlling Resources
• Judging Qualities of Things, Services, People

Knowledge, Skills, and Abilities

• Speaking to others to effectively convey information.
• Judgment and decision making by weighing the relative costs and benefits of a potential action.
• Actively listening to what other people are saying and asking question as appropriate.
• Identifying the nature of problems.
• Understanding written sentences and paragraphs in work related documents.
• Actively looking for ways to help people.
• Communicating effectively with others in writing as indicated by the needs of the audience.
• Finding ways to structure or classify multiple pieces of information.
• Identifying the things that must be changed to achieve a goal.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Knowledge of administrative and clerical procedures and systems.
• Knowledge of computer software including applications.