Human Services Office Assistant III

Job Summary

Full Time
- Non Exempt Position. Pay Range: $22.07-$28.20

The Office Assistance III (Economic Support) provides technical and administrative support to the Economic Support Unit. Responsibilities include entering data into the state CARES system, assisting clients with benefit applications, supporting document submission, contacting the Moraine Lakes Consortium via the lobby phone, and helping clients apply online using lobby computers or mobile application. The position also issues temporary Food Share cards, greets clients and visitors, and facilitates all mandated lobby services for Economic Support programs.

This role requires strong customer service skills, the ability to balance client needs, and the capacity to prioritize multiple tasks and deadlines each day.

• 35% Reception Walk-in Support and Directed Calls
  • Provides direct customer service to walk-in clients and callers while adhering to HIPAA and confidentiality standards.
  • Conducts eligibility pre-screening, reviews verification documents, and assists with submitting materials through CARES or ACCESS.GOV.
  • Identifies needs for interpretation, translation, or other accommodations and helps clients determine appropriate interview modalities.
  • Verifies identity, explains program requirements, and assists clients using lobby phones, computers, and video equipment, including basic troubleshooting.
  • Responds to Economic Support callers with professionalism and excellent customer service skills, performs eligibility pre‑interview screens, documents complaints, and communicates detailed information over the phone while maintaining confidentiality and discretion.
  • Utilizes the state Genesys call system to document calls, performs customer satisfaction surveys, and verifies authorizations.
  • Maintains accurate documentation and enters data into statewide systems, builds and sustains effective working relationships, and responds to crisis situations with tact and compassion.
• 15% CARES Inbox Processing & Case Transfers
  • Uses CARES to determine client status, review application materials, and assign cases to appropriate workloads.
  • Reviews Inbox documents, maintains electronic case files, verifies case transfer eligibility, and contacts clients to confirm residence.
  • Ensures transferred cases are not mid‑process, schedules child care phone appointments, and identifies kinship and foster care cases for proper routing.
• 25% Hybrid Work Support
  • Processes requests to mail, scan, or fax documents; prints and distributes all materials received for workers.
  • Prints incomplete notices for customer pick up or mailing, supports the compilation of fraud reports, disseminates hearing documents, and ensures clients receive hearing notices.
  • Mails additional verification documentation and assists in submissions to state agencies, performs problem resolution, logs and disseminates items, and provides machine troubleshooting.
  • Processes mail, disseminates homeless mail, and enters and categorizes eligibility documents into Electronic Case Files.
• 10% Vault Food Share Cards
  • Issues temporary Food Share cards within Department of Human Services guidelines and confirms eligibility.
  • Documents Food Share Card numbers, prevents fraud, helps customers set a PIN, and contacts counties in the Moraine Lakes Consortium for inquiries.
  • Explains policy to clients, provides card information to community members, and offers referrals to food resources when needed.
• 5% Operational Assistance
  • Ensures daily functionality of lobby equipment, coordinates troubleshooting or IT support.
  • Tracks lobby services utilization data, prepares monthly reports, maintains yearly training requirements for staff, and manages equipment assignments.
  • Assists with note taking, agenda creation, meeting scheduling, content creation for lobby displays, and maintains SharePoint sites.
  • Interfaces with the state for required publications, assists in dissemination of forms, organizes trainings, and maintains data dashboards.
• 10% Back‑Up Support for Lobby Services
  • Provides coverage during staff breaks or absences to ensure uninterrupted client support.
  • Greets clients, assists with inquiries,…