CLERK OPS

Overview

Interviewing Clerk Ops – the primary function of this position is to serve as a “Meeter Greeter/Receptionist” at a DCF Family Resource Center. The incumbent will interact directly with customers, assisting them with the public assistance benefit process. The role requires standing, physical movement, and walking within the workspace to perform various duties.

• Meets/greets customers and assists them with the application process (online and paper) and navigating through the self‑service lobby.
• Ensures lobby equipment (e.g., copier, phone, fax) and forms are available to customers throughout the day.
• Answers general inquiry questions related to program requirements, application processing, case status, and benefit information.
• Logs customers into computer‑based systems for data collection and customer service resolution; follows established procedures to elevate complex inquiries for resolution.
• Educates customers on community partners and the benefit/features of the ACCESS Account including account set‑up and password resets.
• Resolves Electronic Benefit Transfer (EBT) ACCESS card issues such as PIN unlocks.
• Assists customers with referrals to other agencies and community resources.
• Monitors lobby traffic flow and notifies supervisor of any issues.
• Conducts abbreviated interviews for collecting and updating required information on applicants and recipients and their household members for all public assistance programs.
• Requests 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.

• Analyzing data or information – identifying underlying principles, reasons, or facts by breaking down information or data into separate parts.
• Assisting and caring for others – providing assistance or personal care to others.
• Documenting/recording information – entering, transcribing, recording, storing, or maintaining information in written or electronic form.
• Processing information – compiling, coding, categorizing, calculating, tabulating, auditing, verifying, or processing information or data.
• Getting information needed to do the job – observing, receiving, and otherwise obtaining information from all relevant sources.
• Communicating with persons outside of the organization – representing the organization to customers, the public, government, and other external sources.
• Interpreting meaning of information to others – translating or explaining what information means and how it can be understood or used to support responses or feedback to others.
• Making decisions and solving problems – combining, evaluating, and reasoning with information and data to make decisions and solve problems.
• Monitoring and controlling resources – monitoring and controlling resources and overseeing the spending of money.
• Judging qualities of things, services, people – making judgments about or assessing the value, importance, or quality of things or people.

• Speaking to others to effectively convey information.
• Judgment and decision making by weighing the relative costs and benefits of a potential action.
• Actively listening to what other people are saying and asking questions as appropriate.
• Identifying the nature of problems.
• Understanding written sentences and paragraphs in work‑related documents.
• Actively looking for ways to help people.
• Communicating effectively with others in writing as indicated by the needs of the audience.
• Finding ways to structure or classify multiple pieces of information.
• Identifying the things that must be changed to achieve a goal.
• Knowledge of the structure and content of the English language including meaning and spelling of words, rules of composition, and grammar.
• Knowledge of administrative and clerical procedures and systems.
• Knowledge of computer software including applications.

• Bilingual Spanish…