DSHS FTAA Office Assistant Lead

State of Washington Dept. of Social and Health Services; Olympia (WA); On-site; USD 45,000 - 62,000; Full time

Job summary

State of Washington Dept. of Social and Health Services, in Olympia, WA, seeks an Office Assistant Lead within the FTAA Office. The role supervises and trains office assistants, reviews forms for accuracy, and coordinates daily reception coverage to maintain high customer-service standards.

Strong organizational and communication skills are essential. The position requires the ability to prioritize tasks, deescalate difficult calls, and guide staff through complex clerical processes in a

Qualifications

• High school equivalent graduation.
• Two years of clerical experience including experience directing the work of others.

Responsibilities

• Acts as liaison between County offices and OFR Recovery Programs.
• Trains, assigns training and work, and instructs subordinates; assists with difficult callers and customer service skills.
• Reviews, screens and verifies forms for accuracy and compliance with procedures.
• Coordinates daily staff coverage of OFR main reception and monitors Call Management System.

Skills

Independent judgment

Prioritize tasks

Customer service

Conflict resolution

Multi-tasking

Team leadership

Communication

Education

High school diploma or equivalent

Clerical experience directing others

Job description

DSHS FTAA Office Assistant Lead

The Finance, Technology and Analytics Administration (FTAA), Office of Financial Recovery (OFR) is currently seeking an Office Assistant Lead located in Olympia, WA. Operations Support Staff provide support for all OFR's programs by completing administrative tasks.
This position regularly assigns, instructs and checks the work of others as a significant portion of overall delegated responsibilities and provides input to the supervisor on employees' performance. Responsible for the training of new Office assistants and to keep existing staff cross trained. Oversees the work of others to identify training opportunities, ensure compliance with processes and instructions and the daily workload of the unit completeness.

Provide support to the other office assistants and it is the primary contact for difficult calls to deescalate and provide resolutions to our customers

Duties performed require substantive knowledge of a variety of regulations, rules, policies, procedures, processes, materials, or equipment.

Performs a variety of complex clerical projects and assignments, compares data from various sources to identify trends, differences and similarities and resolve clerical and technical issues that interferes with the regular workflow.

This position performs duties of an Office Assistant 3.

Schedule:

Monday to Friday from 8 am to 5 pm. Full time in-office.

Some of what you'll do:

• Acts as a liaison between County offices and OFR Recovery Programs.
• Researches and provides input to management on constituent inquires.
• Responsible for coordinating with the Record Officer to fulfil OFR Units request for new forms and update of existing form
• Trains, assigns training and work, and instructs the work of other staff. This includes assisting subordinates with difficult callers and teaching customer service skills. US mail requirements for outgoing mail and legal service, responding to inquiries from unit members regarding policies and procedures.
• Reviews, screens and verifies forms or request for accuracy, completeness and compliance with office and Unit procedures.
• Responsible for conflict resolution and process improvement with staff, peers and business partners; works with staff on improvement and modifications to work-flow using strong coordination and follow through skills.
• Attends meetings with or acts on behalf of the supervisor in their absence and assists with day-to-day operations of the team.
• Coordinates daily staff coverage of OFR main reception, stays available in the phones and monitors Call Management System to ensure customer service standards are upheld.
• Provides input to supervisor regarding employee performance.

What we are looking for:

• Abilities required to fulfill responsibilities of this position:
• Ability to exercise independent judgment.
• Ability to prioritize and track status of own work and of other staff.
• Ability to maintain composure, show respect and remain professional when trying to resolve conflicts in interpersonal communications.
• Ability to multi task using dual monitors and several computer applications.
• Ability to motivate staff to reach goals while fostering effective working relationships.
• Ability to work and promote a cooperative team environment.

Who should apply?

High school equivalent graduation and two years of clerical experience including experience directing the work of others.

Questions?

Email Alex Baclaan at [e-mail] and reference job number 07891.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at [phone]. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

Relationship and Reporting Structure (Nup?) Disclosure:

If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position.

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