Job Summary This position acts as the first point of contact for all Income Maintenance walk-in clients and phone calls. This position provides clerical support to the Eligibility Specialists, Lead workers and Financial Supervisors. Duties include assisting clients with completing the appropriate paperwork or directing them to the appropriate worker. This position reviews and assigns applications, updates, and maintains excel spreadsheets for reporting, sorts and routes client paperwork, scans, and files into appropriate client electronic records, answers and assists initial client phone calls, assisting clients with the application process, as well as, other duties as assigned. Essential Duties and Responsibilities These examples of typical duties do not include all possible tasks for this classification and do not limit the assignment of related tasks. Regular attendance according to the departments approved work schedule is required for all Sherburne County positions. - First point of contact for all Income Maintenance clients that visit or call our agency - Provide administrative and office support functions for Income Maintenance staff including developing and creating forms, reports and producing correspondence. - Daily scanning of all incoming documents into an Electronic Document Management System (EDMS). - Utilize multiple state and county systems when handling calls and processing work - Compile statistics and produce various weekly and monthly reports. - Create and maintain various spreadsheets and reports - Research, enter, track applications and assign to appropriate team/worker. - Provide clients with public assistance program information and assist with application process. - Provide clients with required notices in person and by mail - Screen applications for those requiring expedited processing. Minimum Qualifications High school diploma or equivalent and 3 years of relevant work experience or equivalent education plus work experience. Desired qualifications which will be considered in the determination of candidates to be interviewed include : previous experience working in a federal, state, county, or city human services department, direct customer service with the public, critical thinking skills, strong communication skills over the phone and in person, bilingual, ability to understand continuously evolving procedures and policies, knowledge and or experience with county and state computer software: MAXIS, MMIS, METS, MEC2. Experience with the following software programs is a plus: Zingtree, Finesse, Compass, Onbase, SharePoint, Access, Word, and Excel. Supplemental Information Desirable Knowledge, Skills, and Abilities: - Knowledge of standard office practices and procedures. - Knowledge of English grammar, punctuation, and vocabulary. - Ability to operate office machines. - Ability to organize and prioritize work in a timely manner. - Ability to handle stress and stay organized. - Ability to follow instructions and work independently. - Ability to effectively communicate verbally and in writing. - Must have a strong attention to detail. - Must be able to adhere to strict data privacy policies, rules and regulations regarding confidential client information. - Knowledge of Federal and State structure, rules and policies governing Income Maintenance Programs. - Ability to analyze problems and assist in establishing procedures for their resolution. - Ability to organize and prioritize work in a timely manner. - Ability to make objective decisions. - Ability to interpret complex rules and policies as they apply to programs. Accountabilities Shared By All Employees - Performs job responsibilities in a manner consistent with the County's vision, mission and values. - Develops and maintains a thorough working knowledge of all department and county-wide policies, protocols and procedures that apply to the performance of this position. - Develops respectful and cooperative working relationships with co-workers. - Informs immediate supervisor of all important matters pertaining to assigned job responsibilities. - Seeks opportunities for further personal growth and development. - Represents the County in a professional manner to all internal and external contacts when doing the County's business. - Complies with all rules and policies in order to maintain a safe work environment. Starting Salary $19.24/hour – Full-time Union position Hours of Work This position has a usual work schedule of 8:00 a.m. to 4:30 p.m., Monday through Friday; may include occasional evening and weekend hours.
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