Office Support Specialist

Office Support Specialist

The Office Support Specialist is the first point of connection for residents seeking help from McLeod County Health and Human Services. This position welcomes clients in person and by phone, identifies what they need, and connects them to the right programs, staff, and paperwork. The Office Support Specialist also manages the intake, document, and mail processes that keep agency services moving accurately and on time.

Through this work, the position ensures fair, equal, and culturally responsive access to all Health and Human Services programs and shapes the first impression every client has of the agency.

Duties listed are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Position Duties

Client Reception and Intake

• Serve as the primary point of contact for the agency, greeting clients, assessing their needs, and providing appropriate applications and forms.
• Accept completed applications and paperwork.
• Answer and route agency phone calls following daily intake schedules, including routing child and adult protection calls to appropriate staff.

Program Information and Access

• Provide accurate information and resource referrals to clients and the public across all Health and Human Services programs.
• Serve clients in a culturally responsive manner, adapting communication and service approaches to meet the needs of people from diverse backgrounds and circumstances.
• Help clients complete applications and forms when requested.
• Utilize interpreting services for non-English-speaking clients.

Document Processing and Records Management

• Scan, index, and route agency documents through the electronic document management system, verifying accuracy and completeness.
• Perform case lookups in MAXIS to determine case status and required forms.
• Maintain paper and electronic files, fulfill records requests, and complete document destruction according to retention schedules.

Income Maintenance and Child Support Case Support

• Assemble application packets and process case transfers among county, state, and federal agencies.
• Verify prior assistance received in other states and communicate findings to financial workers
• Fulfill support requests from teleworking staff.

Social Services Unit Support

• Open case files, prepare form packages, and fulfill support requests from teleworking staff.
• Maintain the unit's electronic calendar and generate the monthly after-hours on-call schedule for the Sheriff's Department.

Mail and Agency Logistics

• Coordinate all incoming and outgoing agency mail, including courthouse deliveries, certified mailings with proof of delivery, and faxes.
• Order and print forms as needed and create, and update county forms as requested.

Data Privacy and Compliance

• Follow all policies and procedures governing confidential information, including Federal Tax Information (FTI) area access requirements and applicable data practices laws.

Non-Essential Functions

• Assist training new office support staff.
• Provide back-up to other office support staff as needed.
• Inform Supervisor of any supplies needed.
• Perform other duties as assigned or apparent.

Knowledge, Skills, Abilities

• Ability to communicate effectively and professionally with clients, staff, and the public, in person, by phone, and in writing.
• Ability to exercise sound judgment in decision making, including recognizing when to refer matters to other staff.
• Knowledge of agency programs, procedures, and policies.
• Knowledge of community resources available to clients.
• Ability to serve people of diverse cultural backgrounds, languages, and circumstances in a respectful and responsive manner.
• Ability to accurately and rapidly process detailed information.
• Knowledge of MAXIS and SSIS computer systems.
• Knowledge of Microsoft Suite:
  Windows, Word, Excel, Outlook, Teams, etc.
• Ability to operate standard office equipment, including scanners, imaging systems, multi-line phones, and mail processing equipment.
• Knowledge of data privacy requirements governing confidential client information, including Federal Tax Information (FTI) handling.
• Ability to work independently with minimal supervision.

Minimum…