INTERVIEWING CLERK OPS - 60933234

State of Florida; Orlando (FL); On-site; USD 32,000 - 46,000; Full time

Job summary

State of Florida seeks a Interviewing Clerk OPS at the Pine Hills Family Resource Center to support the ACCESS business model. The role involves direct customer contact, assisting with public assistance applications online and on paper, and guiding clients through the eligibility process.

Work hours are Monday through Friday, 8:00 am to 5:00 pm in a lobby setting, with a mandatory typing test for those interviewed. Reporting is performed daily to supervisors.

Responsibilities

• Greets and assists customers with the application process (online and paper) and navigation in the self-service lobby.
• Operates lobby equipment (copier, phone, fax) and ensures forms are available.
• Answers general inquiries related to program requirements, application processing, case status, and benefit information.
• Logs customers into computer-based systems for data collection and service resolution; escalates complex inquiries as needed.
• Educates customers on community partners and ACCESS account features, including setup and password resets.
• Resolves EBT ACCESS card issues including PIN unlocks.
• Assists customers with referrals to other agencies and community resources.
• Monitors lobby traffic and notifies supervisor of issues.
• Conducts abbreviated interviews to collect and update information for public assistance programs.
• Requests additional information/verification to establish or continue eligibility.

Job description

Requisition No: 882538
Agency: Children and Families
Working Title: INTERVIEWING CLERK OPS - 60933234
Pay Plan: Temp
Position Number: 60933234
Salary: AGENCY TO UPDATE
Posting Closing Date: 08/31/2026

Total Compensation Estimator Tool

Description

This position will be located at the Pine Hills (Orange County) Family Resource Center.
Work hours are Monday thru Friday, 8:00 am - 5:00 pm.
This is work working in a DCF Access Lobby setting OR interviewing to assist in determining eligibility of persons applying to receive assistance from government programs and agency resources, such as public health and social services programs.
The primary function of this position is to serve as a "Self Sufficiency Representative" at a DCF Family Resource Center for the ACCESS Business Model. 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. A typing test will be administered if selected for interview.
THE INCUMBENT WILL REPORT TO THE OFFICE ON A DAILY BASIS.

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 escalat 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.
• 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.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.