Sr Adm Support Assistant

About the role

The Department of Community Resources (DCR) through its Community Resource Center (CRC), supports the core departments of Mecklenburg County Health and Human Services (HHS) in delivering integrated service delivery models. DCR administers Child Support Services, Economic Services, MeckSuccess, HOMES, and Unified Workforce Development programs, as well as Integrated Health and Human Services Mail Services.

Responsibilities

• Greet and receive customers seeking assistance and applying for benefits/services through the Department of Social Services, Child Support Enforcement, Public Health, and Veterans Affairs, and other Community Partner services.
• Research various State and County computer systems to determine case status and identify need.
• Provide basic answers about services offered and referral information based on customers' situations.
• Input customer's demographic data into the computer systems as necessary to assign customer to appropriate service area.
• Assign customers to the appropriate department within the CRC by successfully utilizing the queueing system.
• Scan customers' documents appropriately, provide detailed narrative information in the appropriate computer applications relative to the various departments' standard operating procedures within the CRC.
• Absorb customers' documents appropriately, provide detailed narrative information in the appropriate computer applications relative to the various departments' standard operating procedures within the CRC.
• Assist customers with completion of required forms and applications as needed per program policy and procedural requirements.
• Maintain personal and professional competency via trainings.
• General Administrative duties to include printing, copying, managing documentation, scanning, and data entry.
• Collaborate with staff to ensure the customer workflow is efficient and successful.
• Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols.
• Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County.
• Assist with additional lobby services as needed (Scanning, Kids’ Corner, Computer Room, etc.).
• Maintain a professional environment.
• Maintain county standards in professional appearance.

Requirements

• Minimum of four years of administrative experience.
• High School Diploma or equivalent.
• May require a valid North Carolina or South Carolina Driver's License.
• May require County Driving Privileges.
• Bilingual (Spanish and English) proficiency oral and written.

Qualifications

• Knowledge of proper and professional etiquette and skill in greeting and assisting customers.
• Knowledge, understanding, and ability to relate to a diverse customer population.
• Knowledge of proper grammar and formatting of correspondence and documentation; ability to compose short and concise summaries/narrative entries.
• General familiarity with all services offered at the CRC, including requirements for submission of applications and referrals for multiple Departments including DSS, Public Health, Veterans Affairs and Child Support.
• Knowledge of community-based agencies that may temporarily provide service in the CRC and communicate appropriately to the customer.
• Knowledge of internal and external community resources.
• Knowledge of the CRC operations, policies and procedures.
• Administrative and clerical procedures and systems using various computer operations, managing files and records.
• Strong customer service skills including the ability to manage difficult customers.
• Judgment and decision making.
• Time management skills, efficiency in navigating multiple required state and local computer applications/queuing systems to successfully perform the duties of the job, organization skills.
• Effective listening, verbal, and written skills.
• Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Ability to multi-task, including ability to receive requests, manage computer applications, and deliver service timely and with accuracy.
• Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided.
• Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive.
• Possess sound judgement, think critically and the ability to make appropriate assessments timely.
• Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently.
• Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization.
• Data entry: Intermediate use in various computer applications. Proficient in various computer applications including Microsoft Office Suite including, but not limited to: ISSI, NC Fast, EBT Edge, Crossroads, Microsoft queuing system, ACTS, OnBase, Microsoft Outlook, Excel and Word.

Skills

• Knowledge of community-based agencies that may temporarily provide service in the CRC and communicate appropriately to the customer.
• Knowledge of internal and external community resources.
• Knowledge of the CRC operations, policies and procedures.
• Administrative and clerical procedures and systems using various computer operations, managing files and records.
• Strong customer service skills including the ability to manage difficult customers.
• Judgment and decision making.
• Time management skills, efficiency in navigating multiple required state and local computer applications/queuing systems to successfully perform the duties of the job, organization skills.
• Effective listening, verbal, and written skills.
• Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Ability to multi-task, including ability to receive requests, manage computer applications, and deliver service timely and with accuracy.
• Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided.
• Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive.
• Possess sound judgement, think critically and the ability to make appropriate assessments timely.
• Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently.
• Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization.
• Data entry: Intermediate use in various computer applications. Proficient in various computer applications including Microsoft Office Suite including, but not limited to: ISSI, NC Fast, EBT Edge, Crossroads, Microsoft queuing system, ACTS, OnBase, Microsoft Outlook, Excel and Word.