CLERK OPS

Job Summary

Requisition No: 863703 Agency:
Children and Families

Working Title:

INTERVIEWING CLERK OPS –  Pay Plan:
Temp Position Number:  Salary: NTL $16.71 Posting Closing Date: 10/27/2025 Total Compensation Estimator Interviewing Clerk This position is in Lakeland. 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 elevate complex customer inquiries to ensure resolution.
• Educates customers on community partners and the benefit/features of the 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.
• 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.
• Processes incoming and outgoing mail and scans documents into the appropriate electronic file.
• 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;…