Office Support Person IV - Resource Division

Job Title

Provides secretarial and clerical support to assigned staff units. Supports social service casework units through provision of secretarial and clerical services to assure efficient operations and daily functioning.

• Complete intra-agency documents, responsible for information processing and storage, typing of Court documents, agency correspondence and case dictation notes for a work unit. Timely and accurate completion of this work is essential to agency operation due to the time limitations imposed by scheduled regulatory and legal mandates imposed upon a Child Protective Service agency and by scheduled Juvenile Court requirements.
• Development of formats, form completion and understanding of all involved functions is necessary to complete daily work assignments. Minimal revisions, accurate and thorough understanding of computers and word processing equipment, and efficient use of office equipment with comfort and without intimidation is essential to daily responsibilities.
• Work as team players to assure clerical efficiency by assisting others in completing typing/data entry and daily paperwork.
• Answer incoming phone calls for assigned work unit staff and supervisor, as well as overflow calls for other staff assigned to work division. Must function as a team member to assist others in responding to calls within the larger Service Division when assigned unit secretary is unable to respond to incoming calls to assure that calls are answered with minimal delays.
• Treat callers with respect and route calls to assigned staff as appropriate or re-route calls to the appropriate support staff for response, when necessary. Child protection work often involves emergencies and time constraints; this does not allow for error. Professional demeanor is essential.
• Each unit secretary is required to provide assistance to the receptionist in assuming switchboard coverage on a rotating basis or as needed if the Front Desk Coordinator is absent. Accurate routing of calls to over 100 intra-agency lines is essential. Employee is responsible for greeting incoming visitors, contacting respective staff, and for acknowledging completion of this process to visitors in recognition of his/her arrival.
• Unit secretaries are central to effective functioning of their assigned work unit, as well as its individual staff. Inaccurate legal documents, or essential paperwork not completed within time limitations, can result in serious consequences for social service staff, management and administration. Copies of documents needed to maintain agency operations are made by support staff. Supplies for unit employees are ordered and delivered.
  
  Various lists of considerable length are developed and maintained. Other office work is assigned, as needed, by the unit Casework Supervisor or Deputy Administrator.
• In support of service division Caseworkers, the unit secretary may check existing open and closed records if caller is unable to identify staff contact and transfer caller as needed. Case transfers from Intake to Ongoing Services Divisions may also be noted, and calls transferred.
• Other duties as assigned.

Required Knowledge, Skills & Abilities:

• Operation of current office equipment, including computers and word processing using Microsoft Word, typewriter (30 words per minute), copy machine, telephone switchboard and multi-line office phone, working knowledge of Microsoft Excel a plus
• Basic business English, grammatical and vocabulary skills and ability to apply in professional business text
• Professional telephone demeanor and information gathering skills, in communication with general public
• Ability to interface effectively with general public and other professionals in continual contact with agency staff
• Ability to establish and maintain professional relationships with all agency staff, and to work as a team member
• Basic knowledge of current office practices and procedures
• Ability to work in fast paced environment and to prioritize workload to meet emergency demands
• Ability to exercise individual judgment in response to client and others phone calls and other requests of staff in assigned unit
• Ability to communicate effectively with hostile or emotional clientele, or those with special limitations.

Eligibility All Candidates:

Minimum Experience And Training:

• Completion of high school business curriculum which included at least one typing course; or Six months clerical experience and educational development to the level of eighth grade; or any equivalent combination of experience and training.
• This position is subject to mandates requiring Child Abuse, Criminal History and FBI Clearances for employment.
• Promotions will be based on experience, performance, meritorious service and seniority.
• Pennsylvania residency is a requirement for this position.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential…