Human Services Clerk - Customer Service

Description

The Customer Service Representative (CSR) is responsible for providing information and service to customers in support of the mission, vision, and values of the Douglas County Department of Human Service. Receives information/documentation from customers and appropriately provides response to customers. This position heavily involves use of computers to gather data to answer questions. Maintains confidentiality of case information. This is a front‑line customer service role requiring the ability to work onsite, reliability including punctuality and regular attendance.

• Works onsite with reliable, punctual, and regular attendance.
• Greets customers to the office, makes appointments and issues visitor badges/maintains visitor logbook.
• Maintains lobby area in a neat, professional environment and ensures appropriate information is available in lobby area.
• Responds to walk‑in and telephone inquiries, assesses situations, and provides accurate information to the customer. Provides information to customers in a courteous, polite, and professional manner. Obtains assistance from the assigned Case Specialist or Supervisor as appropriate.
• Responds to requests for applications for services by establishing appointments, sending out application packets, making referrals, and advising customers of information needed to facilitate services. Maintains documents in computer applications and systems.
• Records in multiple computer systems (State or County) related case file information.
• Initiates follow‑up case status calls to customers as required.
• Sorts and distributes incoming mail and prepares outgoing mail (envelopes, packages, etc.).
• Ensures mail bins are ready for daily pick‑up.
• Monitors electronic fax system and distributes faxes periodically throughout each day; maintains paper supply in copiers.
• Monitors shared email box and ingests emails and documentation accurately into the appropriate document management system or routes to appropriate staff.
• Monitors “drop box” for client mail periodically throughout the day and at the end of each day; ensures each item received is date‑stamped/recorded on receipt.
• Orders, stores and distributes supplies and needed. Maintains a reasonable on‑hand amount of supplies.
• Coordinates with County Purchasing or copier vendor for service issues.
• Assists with maintenance of internet and intranet pages, and the Department’s resource or informational brochures.
• Provides voter registration information, and completes and submits the monthly and quarterly reports.
• Schedules interpretation services for clients.
• Schedules Administrative Hearings with Court and Department staff.
• Files documents for Department staff, including court documents.
• Take notes at meetings and prepare minutes.
• Issues Benefit Cards to customers as appropriate and in accordance with the policy, procedures, and protocols of the Department.
• Accepts payments (cash, check, or money orders), provides a receipt, scans, or copies as appropriate and makes system notes as required.
• Provides administrative/clerical assistance to case specialists/supervisors as needed.
• Other duties as assigned.

• High school Diploma or GED.
• Requires 1 (one) year of customer service‑related experience. Human Services experience preferred.
• Bilingual in Spanish (read/write/speak) preferred.
• Successful completion of a criminal background check including fingerprinting through a national database.

• Medical insurance employees can choose from two plan options:
  United Healthcare Doctors Plan or United Healthcare HDHP Plan.
• Dental and vision coverage.
• Life insurance 2 times employee salary at no cost to employee.
• Mandatory retirement – defined contribution of 8% – matched at 8%.
• Annual performance reviews with potential for an increase.
• 11 ½ paid holidays each year + a floating holiday.
• 9 hours of paid vacation per month.
• 8 hours of paid sick time per month.
• Accident and critical illness insurance, tuition reimbursement, and employee training.