INTERVIEWING CLERK OPS - 60933234 1

Florida; Town of Florida (NY); On-site; USD 32,000 - 48,000; Full time

Job summary

Florida Jobs State Personnel System is seeking an INTERVIEWING CLERK OPS to support the Economic Self-Sufficiency program. The role involves greeting customers, guiding them through online and paper applications, and ensuring lobby operations run smoothly.

The incumbent will handle inquiries, assist with PIN resets, log data into the system, and conduct abbreviated interviews to gather necessary information for eligibility determinations. Training and collaboration with supervisors are required.

Qualifications

• Knowledge of effective communication principles and office procedures.
• Basic arithmetic skills and ability to document information accurately.
• Ability to interact tactfully with the public and handle inquiries.

Responsibilities

• Meets and greets customers and assists with the application process (online and paper).
• Manages lobby equipment, responds to general program inquiries, and escalates complex questions.
• Logs customers into computer-based system and ensures data collection and case updates are completed.
• Educates customers about ACCESS Account features and assists with PIN resets and EBT issues.
• Conducts abbreviated interviews to collect required information for public assistance programs and assigns cases to specialists when needed.
• Maintains and documents electronic case records and supports referrals to community resources.
• Performs additional duties such as mail processing, document scanning, and participation in training and staff meetings.

Job description

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The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:884153

Agency: Children and Families

Working Title: INTERVIEWING CLERK OPS - 60933234 1

The primary function of this position is to serve as the “General Interview Clerk” for the Economic Self-Sufficiency (ACCESS) Business Model. The incumbent is expected to complete a variety of clerical tasks to support program goals.

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. Assists customers with referrals to other agencies and community resources. Monitors lobby traffic flow and notifies supervisor of any issues. Completes client registration clearances (CRAD) as needed. 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.

Reviews all requests for public assistance benefits for basic demographic information and performs a statewide clearance for prior Department contact; reconciles all discrepancies on all household members according to established Department procedures; this may require assisting the customer with the application. Assigns all requests for public assistance benefits to the Economic Self Sufficiency Specialist for eligibility determination according to Department procedures. Manually and electronically assign incoming paper applications.

Processes incoming and outgoing mail and scanning documents into the appropriate electronic file.

As time permits: Attempts and 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. Assists customers with referrals to other agencies and community resources.

Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.

Performs special work assignments and other related work/duties as required or assigned.

Knowledge of the principles and techniques of effective communication; office procedures and practices; basic arithmetic. Ability to deal with the public in a tactful, courteous and effective manner; speak clearly and correctly; listen effectively; record and evaluate data relating to applicant employment or assistance for health care or community services; understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services; review data for accuracy and completeness; organize and maintain filing systems; perform basic arithmetical calculations; plan, organize and coordinate work assignments; communicate effectively; establish and maintain effective working relationships with others.

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.

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.