Office Specialist Level I/II

Sacda; Sacramento (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

A government agency in Sacramento is seeking skilled individuals for office support roles, including Senior Office Specialist and Office Specialist positions. Successful candidates will manage complex clerical tasks, assist with customer service inquiries, and ensure accurate document processing in various specialized areas such as retirement administration and personnel actions. This is a great opportunity to serve the community in a dynamic environment, with potential career growth and development.

Qualifications

• Ability to explain complex policies and procedures.
• Proficient in document preparation and data entry.
• Experience in customer service, financial recording, and record maintenance.

Responsibilities

• Perform specialized technical clerical work for County departments.
• Handle customer inquiries, financial records, and legal documents.
• Lead and train less experienced clerks while reviewing their work.

Skills

Customer Service

Clerical Accounting

Document Preparation

Recordkeeping

File Maintenance

Education

Two years of specialized clerical experience

One year of clerical experience including customer relations

Job description

Classes in this broad series provide a wide range of specialized technical clerical support throughout County departments. Positions within this series vary in the kind of work performed depending on the specific program or assignment.

Definition

Classes in this broad series provide a wide range of specialized technical clerical support throughout County departments. Positions within this series vary in the kind of work performed depending on the specific program or assignment.

Distinguishing Characteristics

This class series is distinguished from the Office Assistant series in that incumbents are responsible for specialized technical clerical work as outlined in the allocation factors listed below. In contrast, Office Assistant duties are essentially the orderly processing of documents according to specified procedures pertaining to routine work supporting an office.

Principal factors used in allocating positions to classes in this series are:

1. Explains and applies complex rules, codes, laws, ordinances, technical terminology and legal documents directly related to the duties performed.

2. Processes complex financial records (i.e., utility billing records, property valuation records, and retirement accounts).

This series consists of two classes:
Senior Office Specialist is a leadworker/advanced journey level class. Some incumbents may give directions and review the work of a group of workers while performing the same duties as the workers. This class is distinguished from the Senior Office Assistant in that there are requirements for specialized knowledge for this class.

Principal factors used in allocating positions to the senior level:

1. Responsibility for acting as a leadworker is the primary factor used in allocating positions to the senior level.

2. Positions at the senior level that are not functioning in a leadworker capacity are performing advanced journey level duties which are significantly different and more complex than the duties performed at the journey level.

3. Responsibility for independence of action or decisions; exercising independent judgment to evaluate, recommend and implement changes to work methods and procedures.

Office Specialist is a single class with two salary levels, Office Specialist (Level II), and Office Specialist (Level I).

Office Specialist (Level II) is the journey level in this series. Incumbents are expected to be technically proficient in handling the assigned duties of the class. Performance at this level requires the ability to explain and apply specific codes, laws, ordinances, legal documents, and technical terminology related to each program or assignment.

Office Specialist (Level I) is an entry and trainee level in this series. Incumbents perform the more routine duties of the class as part of a training program.

Some positions in these classes may be designated "confidential" in nature, in accordance with the County Employee Relations Ordinance, and are excluded from the representation unit which includes positions allocated to the regular classes.

Special assignments include:

NOTE: With few exceptions, the Office Specialist and Senior Office Specialist are found in one of the following special assignments:

Retirement Administration - Performs specialized and complex customer service work for Retirement Administration; applies provisions of the 1937 Retirement Act; reviews applications for miscellaneous and safety, regular and disability retirement; computes complex benefits and options; and interviews and explains options of the retirement system to members contemplating retirement; researches and corrects service history; establishes and maintains database systems for report purposes; reconciles and maintains financial ledgers for co-payments from benefit recipients; determines refunds payable to terminated members and establishes reciprocity or deferred retirement status for eligible members.

Recording Legal Documents - Performs specialized and complex customer service work for the Clerk Recorder's office: examines, records, and indexes legal documents; authorizes recordings of legal documents; explains and applies laws, ordinances, regulations, procedures; and searches for legal documents using records or computer files.

Personnel Actions - Initiates, verifies and processes a variety of personnel and payroll transactions in hardcopy form, and directly on-line to the personnel and payroll computer system. Maintains records of employees and position control; requests certification of eligible lists; explains to customers the requirements and effects of personnel ordinance provisions and Civil Service Rules; reviews payroll documents.

Payroll - Reviews computer printout of payroll records; keeps time and attendance records; prepares form(s) for processing special payroll.

Examination Scheduling/Processing - Explains application filing requirements; accepts applications for employment; schedules applicants and rater for examinations; scores examinations and averages and converts raw scores to eligible list scores.

Certifications - Maintains control records on duration of eligible lists, provisional, and temporary appointments; verifies that appointments from eligible lists comply with provision of the County Charter, personnel ordinance, salary ordinance, and Civil Service Rules.

Medical and Life Insurance Administration - Performs specialized and complex customer service work for Medical and Life Insurance Benefits; applies knowledge of eligibility requirements, benefit levels and contract language from insurance laws, rules, regulations, various contracts with HMO health plans, retiree Senior Plans, and County Collective Bargaining Agreements; enrolls employees and dependents in health plans, individually and in group settings; answers questions and processes updates to employees, retirees and their dependent's insurance benefits; reviews and verifies insurance applications and other paperwork; inputs, verifies, and maintains health plan premiums in automated payroll system; reconciles and maintains payroll and financial ledgers and reports; maintains employee and retiree files.

Property Tax Assessment - Performs specialized and complex customer service work for the Assessor's Office; applies provisions of the California Constitution Article XIII and Revenue and Taxation code applicable to property valuation and tax assessment rolls. The work involves extensive public contact for extended periods at a rapid pace and often under stressful and confrontational situations. Duties include reviewing property records, exemption claims and other assessment records to determine transfer, appraisability, and exemption status of properties; applying proper cost, depreciation, tax rate and other factors to determine assessed values; preparing and maintaining secured and unsecured assessment rolls and real and personal property records; searching source documents to resolve problems and errors; and explaining tax laws, assessment and appraisal rules and procedures, reappraisal status determination and exemption requirements to the public. May also assist supervisor, on a short-term rotational basis, with special projects; team leadership and coaching while performing the same duties.

Examples of Duties, Knowledge, and Abilities

NOTE: The following duties are performed by most incumbents, but other related duties may be performed; not all duties listed are necessarily performed by each individual.

Senior Office Specialist

Duties

In addition to duties performed at Office Specialist Level I & II.

Customer Service
• Explains complex policies, procedures, ordinances and laws in order to (IOT) respond to more complex or difficult customer inquiries.
• Researches and resolves difficult customer service problems which include internal and external customers, applying rules, laws, ordinances, regulations, policies and procedures and appropriate judgment IOT meet customer needs.
• Notifies appropriate parties of information IOT provide information, resolve complaints, and ensure process is complete.
• Conducts group presentations/meetings with customers applying knowledge of process, fiscal, and legal guidelines IOT provide information and explain process or benefits.

Document Preparation
• Composes documents from handwritten or verbal instruction using personal computer, ensuring correct grammar, punctuation, and spelling IOT produce legible and accurate documents.
• Creates documents arranging information in readable format or according to specification using computer software, IOT prepare forms, documents, charts, legal forms and proposals.
• Reviews and proofreads documents for completeness, accuracy and adherence to legal guidelines IOT ensure accurate and complete documents and forms for legal filing and recording.

File Maintenance
• Verifies and reviews file information using manual files, computerized system, or logbook IOT check or match files for complete/accurate information or to route to appropriate party for corrections, further investigation, or processing.

Recordkeeping
• Researches customer accounts IOT process accounts or bills.
• Compares and combines data using printouts and computer IOT verify and compute data or route for further processing.
• Develops and maintains computer database or spread sheet applications IOT store data and compile statistics.

Clerical Accounting
• Verifies and makes adjustment to accounts IOT accurately process account.

Leadworker
• Distributes workload, or assigns workflow on daily/weekly basis to unit IOT coordinate unit work production, and ensure that employees have enough work.
• Reviews staff's works for completeness, to correct or reject if necessary IOT ensure daily work assignments are accurate and complete.
• Answers questions from unit staff on policies, procedures, directives, by utilizing knowledge of program, or researching and gathering information to find the correct answer IOT facilitate workflow.
• Trains and cross-trains employees in various functions of program/process IOT train personnel.

Knowledge (In addition to those required at journey level.)
• customer service techniques for dealing with customers, often in a difficult or confrontational situation
• Sacramento County and various departmental policies and procedures
• basic data processing principles

Abilities (In addition to those required at journey level.)
• communicate effectively with the public and other public agencies
• apply and explain complex rules, codes, laws, and ordinances
• deal tactfully with people and resolve difficult complaints
• understand and follow complex oral and written instructions
• read English at a level necessary to understand procedure manuals, policy guidelines, software manuals, technical documents and reports
• write English at a level necessary to compose correspondence independently from notes or verbal instruction
• assists supervisors in writing policies, procedures and desk manuals
• train and cross-train employees
• give instructions and assign work to staff
• work independently and carry out assignments with minimal supervision
• elicit information from inside and outside sources
• establish and maintain effective working relationships with others
• operate 10-key adding machine
• exercise independent judgment in determining proper work methods and procedures, assembling and evaluating information
• analyze, evaluate, and draw logical conclusions

Additional for Special Assignments at the Senior level:

Retirement Administration: Knowledge of principles of Retirement law of 1937, by-laws and disability procedures of the Sacramento County Board of Retirement, general reciprocity provisions of California public agency retirement systems and the University California Retirement Systems; and general principles, procedures, terminology and practices used in financial and statistical clerical record keeping including posting, computing totals, reconciling accounts, and reviewing balance sheets.

Recording Legal Documents: Knowledge of general principles, procedures, terminology and practices used in financial, legal and clerical recordkeeping; applies laws, regulations and codes governing Clerk Recorder functions such as legal and real estate terminology, procedures and forms.

Property Tax Assessment: Provisions of the Revenue and Taxation Code, Property Tax Rules, California State Board of Equalization regulations, California and federal laws, and other rules governing property for assessment purposes and appraisal status determination; practices and procedures used to determine exemptions and property transfers and research and respond to appeals; collect, summarize and evaluate factors relating to appraisals, business property acquisitions, exemptions and appeals and respond accurately and impartially.

Types from clear copy accurately at a rate of not less than 35 net words per minute.

Office Specialist (Level II)

Duties

Customer Service
• Greets customers entering office or at front counter IOT acknowledge customer's presence and obtain/give information.
• Answers questions from customers using phone or in-person IOT provide information, status of account, or route to appropriate party.
• Explains policies, procedures, codes, laws, ordinances and terminology IOT respond to customer's questions.
• Dispenses/receives documents, checks for accuracy and completeness according to specific legal guidelines IOT provide service or process documents.
• Calms angry customers using interpersonal skills, advise of co-workers or supervisor IOT maintain professional office environment.
• Elicits information from customers using phone, FAX, mail, in-person IOT gather accurate information.
• Explains charges or preset fees upon request of public and/or agencies using fee schedules IOT fulfill request for services.

Document Preparation
• Completes/fills-in various documents and forms by hand, computer and, typewriter IOT complete forms, provide service, process requests.
• Types various documents using typewriter, word processor, terminal and calculator IOT transcribe information, provide information, produce and provide legible documents, and/or comply with legal and fiscal requirements.
• Proofreads/spell checks various documents from typed copy or video screen, using reference books, spell checks, and knowledge of grammar IOT produce an error free document.

File Maintenance
• Files documents and information IOT maintain an accurate/organized filing system.
• Searches/locates/retrieves/tracks files from manual files, out cards, microfiche, computer file records, as needed IOT determine status, provide information to appropriate party, locate missing file, and maintain accurate records.
• Updates/corrects file information according to specified guidelines on manual or computerized systems IOT maintain accurate files.
• Photocopies and microfilms files using computer, photocopier, microx IOT backup copies or produce copies for customers or files.

Recordkeeping
• Tracks and logs information/work, hours worked, and leave balances, using computer, logs, mainframe, and receipts IOT provide accurate record of all transactions.
• Enters data/information manually or into computer system, record or log, using word processor, typewriter, or terminal IOT maintain and update record information.
• Enters data/information into computer system IOT score tests, produce eligible lists, determine certification or provisional status.
• Updates and makes corrections to information in computer IOT maintain accurate information/records.
• Retrieves various documents/records, data/information IOT provide information/data to customer or process requests.
• Verifies data/information in computer or manual records IOT ensure accurate data.
• Activates/deactivates employee status using computer or manual system IOT maintain accurate records and process payroll or claims.
• Calculates employees' work hours/pay/taxes IOT establish correct earnings amount.
• Tabulates and checks work distribution sheets and time sheets IOT ensure correct wages and work accountability.

Knowledge
• clear writing: grammar, punctuation, spelling, vocabulary
• standard methods of filing (alphabetic, numeric, chronological)
• English language to communicate
• telephone procedures
• arithmetic to make calculations including addition, subtraction, multiplication, and division
• keyboard (computer, typewriter)
• general principles, procedures and practices of recordkeeping
• letter and memo format

Abilities
• learn specific codes, laws, ordinances, legal documents and technical terminology related to each program or assignment
• calculate solutions to match problems involving addition, subtraction, division, multiplication
• understand and follow basic oral and written instructions
• operate computer terminals, typewriter, printer, copier, microfiche, and FAX
• prioritize work to meet deadlines
• read English at a level necessary to understand procedures manuals, policies, guidelines
• write English at a level necessary to prepare correspondence according to specified format and record incoming information
• speak English at a level necessary to communicate information clearly
• operate communication devices, telephone and may include radios
• deal tactfully with people
• accurately proofread details, noting and detecting errors

Additional for some positions: Types from clear copy accurately at a rate of not less than 35 words a minute.

Office Specialist (Level I)
This is the trainee level of the Office Specialist class and is designed for recruitment and training of persons who do not meet the minimum qualifications for the journey level. Under close supervision, performs a variety of clerical/operational duties of less than average difficulty.

Examples of Duties, Knowledge and Abilities:
Same as for Office Specialist (Level II), except that work is originally done under close supervision; as experience is gained, greater independence of action is exercised and less detailed supervision is received until the incumbent is functioning at the journey level.

Minimum Qualifications

Any combination of education, training, and experience likely to provide the required knowledge and abilities for these classes as described above.

Typical ways include:

Senior Office Specialist:
Two (2) years of specialized clerical experience comparable to one of the special assignments listed above.

Office Specialist (Level II):
Six (6) months as Office Specialist (Level I) with Sacramento County or one (1) year of specialized clerical experience comparable to one of the special assignments listed above.

Office Specialist (Level I):
One year of clerical experience including customer relations, giving and receiving information on a daily basis, and financial or statistical record-keeping.

NOTE: The level at which initial appointments to the class of Office Specialist are made, and advancement from the lower to the higher level of this class (Level I to Level II), are at the discretion of the appointing authority, providing the minimum qualification is met.

SPECIAL REQUIREMENTS
• Ability to speak, read, and/or write fluently in a language other than English, or knowledge of the culture as certified by the Department of Human Resources.

Where required, these special skills may be used in performing such tasks as the following:

1. Gives information by telephone or in person, regarding department services, in a language other than English, to persons whose understanding of English is limited.

2. Translates from written English, the regulations or ordinances, to a language other than English.

3. Translates to English, requests from the public, orally or in writing in a language other than standard English.

4. As assigned, assists other department employees by giving information and advice on problems involving relationships with persons of different language or cultural backgrounds.

NOTE: Class series combined to create the Office Specialist series: Recordable Document Examiner, Retirement Clerk, Personnel Clerk and Assessor's Aide.

Probationary Period and Class History Information

Six (6) months.

Adopted: 06/16/95
Revised: 06/27/97
Retitled:
Class Code: 28213
Schematic Code: 66673C
EEO Code: 06
Rep Unit: 005