Public Inquiries Assistant Ii

General Overview

Under general supervision from program supervisor, or higher level manager. Performs variety of duties including reception, screening, and phone banks. May rotate functions periodically. Performs other related duties as required.

Any combination of training and work experience which indicates possession of the skills, knowledge and abilities listed below. Completion of secondary education supplemented by courses in office practices and procedures, business equipment and computer operation, plus (2) years of clerical experience (of which 6 months included work with the public), or equivalent combinations of training and/or experience.

Knowledge of public relations; office practices and procedures; agency policies and procedures*; public assistance and social services programs, procedures & regulations. Skill in data entry and computer operation; CRIS-E* , photocopier , fax machine. Ability to respond to routine inquiries from public and/or officials; deal with problems involving several variables within familiar context; prepare accurate documentation; communicate effectively; maintain records according to established procedures;

develop and maintain effectively working relationships; complete routine forms; prepare routine correspondence; sort items into categories according to established methods; interpret and carry out a variety of instructions in written, oral picture, or schedule form; define problem, collect data, establish facts, and draw valid conclusions; add, subtract, multiply and divide whole numbers; read, copy & record figures precisely without error;

copy material from one record to another; schedules appointment and refers to appropriate check pairs of items that are similar or dissimilar; gather, collate & classify information. (
* Indicates developed after employment).

The duties listed below are intended to depict tasks performed by this classification. Greets customers; receives and processes all requests and inquiries. Interviews in person or by telephone to determine reason for agency contact. Responds to routine inquiries, resolves routine problems related to agency policies and procedures. Completes forms to report assistance changes. Directs customer to appropriate work unit or staff member and makes appropriate internal/external referrals.

Records and distributes messages. Schedules appointments. Clears and registers customer through Centralized Registry System (CRIS-E). Reviews forms to ensure accuracy and completeness. Clears and assigns mail-in and drop-off applications. Logs Information, Creates files. Collects/requests verifications. Distributes applications to customers and appropriate work unit as necessary. Makes copies of verifications for clients. Operates CRIS-E terminal to print income verifications for customers.

Sorts, date stamps, and delivers mail to mail room. Sorts and collates documents received by reception area staff and delivers to appropriate work areas. Prepares and maintains logs or running records (e.g., Income verifications, photo identifications, etc.) Scans documents and verifications for case management staff, identifying them with appropriate bar codes;
Uses appropriate calculators to assist case managers in case processing. Responsible for multiple telephone lines, directs calls, takes messages, and responds to routine inquiries. Prepares appointment letters and routine correspondence on behalf of case managers. Makes and distributes copies. Attends meetings, workshops, and training sessions to remain current in agency and program rules, regulations, and procedures. Maintains confidentiality of data, information and records.

The work environment characteristics described here are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment and employee will be regularly exposed to normal hazards associated with an office environment. The employee may experience a client’s anger and frustrations, and close contact is possible in an unhealthy environment.

The physical demands described here are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee may be required to travel to and access the various work sites or other offices and agencies.

Job is physically comfortable. Typically requires sitting, walking, standing, bending, keying, talking, hearing, seeing, and repetitive motions; use of hands to finger, handle, or feel. May occasionally be required to reach with hands and arms and climb or balance. The employee must…