Public Inquiries Assistant II

Position Details

Job Information Appointing Authority Summit County Executive Ilene Shapiro Bargaining Unit Department of Job and Family Services (AFSCME Local 2696) Department / Division Executive, Department of Job and Family Services Full Time / Part Time Full Time Regular / Temporary Regular Work Schedule Monday Friday, Hours will vary.

Some evening and weekend hours may be required. Job Description Under general supervision, receives and responds to clients and providers in person or on telephone.

Updates information by entering data in computerized systems. Receives and / or pre-screens clients. Determines nature of business and directs clients to appropriate destination (appointments and walk-ins).

Provides assistance and information on programs available to clients, professionals, and government agencies in response to requests and inquiries by telephone, mail, or in person.

Provides assistance in resolving problems, questions, complaints. Refers client to resources. Issues appropriate forms and assists with completion if necessary.

Notifies appropriate staff of client arrival. Mails applications to potential clients and provider applicants. Receives, scans and copies identification and any other appropriate forms and relevant documentation from clients and forwards to appropriate department.

Provides client with document receipt. Forwards incoming documents to appropriate worker / supervisor. Answers telephones, clears voice mail, logs and forwards calls and / or messages to appropriate units.

Performs general clerical duties. Interviews clients to screen for public assistance programs (i.e., Ohio Work First, Food Stamps, Prevention, Retention and Contingency, Diversion, Covered Children and Family Medicaid and ABD and Institutional Medicaid, Disability Determinations and Refugee Relief) according to established criteria.

Reviews eligibility for expedited services. Transfers cases to appropriate units once completed. Screens mail-in application.

Contacts clients regarding case changes and schedules appointments. May interview clients to respond to inquiries and collect data.

Receives, prepares, and processes supporting documentation electronically. Prepares correspondence and reports. Attends meetings and trainings as needed and / or required.

Provides quality customer services to clients. Performs other related duties as requested, assigned or directed. Required Qualifications QUALIFICATIONS OR EQUIVALENT COMBINATIONS OF TRAINING AND / OR EXPERIENCE

Completion of secondary education supplemented by courses in office practices and procedures, business equipment and computer operation, plus two (2) years clerical experience (of which six (6) months included customer service), or equivalent combinations of training and / or experience.

Preferred Qualifications Pre-Employment Testing Requirements Criminal Background Check, Pre-employment Drug and Alcohol Testing Work Environment The Work Environment characteristics described here are representative of those that an employee encounters while performing 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 regularly be exposed to normal hazards associated with an office environment.

The employee may experience a client’s anger and frustration, and close contact is possible in an unhealthy environment.

Physical Demands The physical demands described here are representative of those that an employee encounters while performing 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 assigned work sites, other offices and agencies.
• Job is physically comfortable. Typically requires sitting, walking, standing, bending, keying, talking, hearing, seeing and repetitive motions;

use hands to finger, handle, or feel.

• May occasionally be required to reach with hands and arms and climb or balance. The employee must regularly lift up to 10 pounds and occasionally lift and / or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision. Licensing / Certification
• Possession of valid driver’s license, if utilization of a motor vehicle to perform the essential functions is required.
• Must maintain current certifications, licenses.
• Meet and maintain eligibility requirements for bonding. Additional Information In all functions of this position the Employee must maintain confidentiality of client data, information and records.

Job Duties Job Duty Name Eligibility Determination Functions Description of Job Duty Utilizes interviewing procedures to register and screen for program eligibility (i.

• e. PRC, OWF, Food Stamps, Medicaid); *explains clients rights and responsibilities (e.g. federal, state and agency programs, rules and regulations);
• refers clients to other applicable assistance programs; *screens cases for expedited services and to answer eligibility questions;
• notifies client of case manager’s name and contact number; *screens mail-in and on-line applications for public assistance programs;
• uses appropriate calculators to assist case managers in case processing; *receives, prepares, and processes supporting documentation electronically;
• screens work activity documentation for completion and relevance.

Denotes essential functions of the job. Job Duty Name Communication Functions Description of Job Duty Receives clients, determines nature of business, updates client information and directs clients to appropriate destination (e.

• g. appointments and walk-ins); *receives documentation from clients, date stamps, copies, indexes, scans and forwards to appropriate department;
• mails originals back to client and enters comments in CRIS-E or authorized computer system; *advises clients on program requirements, services available and general information;
• responds to client request (e.g. phone and walk-ins) for assistance by providing case status and general information on programs available;
• answers telephone, logs calls, clears voice mails, forwards calls and / or messages to appropriate units; contacts clients to inquire about changes;
• updates client information; *notifies mail in applicants of potential expedite eligibility; *transfers cases to appropriate units;
• communicates client information to case managers; *mails applications, appropriate forms to general public; *issues appropriate forms and bus passes;
• schedules medical transportation with providers and clients; *assists clients when necessary with completing forms when presented with incomplete information;
• notifies case managers and / or supervisors of incoming appointments and walk-ins; *schedule appointments; *notifies clients of up-coming appointments;
• develops and maintains effective working relationships with agency staff, community agencies, medical and service providers, governmental agencies, and general public to facilitate efficient and cost effective service delivery;
• completes background checks for work activity division
• Denotes essential functions of the job. Job Duty Name Clerical Functions Description of Job Duty Prepares and completes case documentation;
• assigns and transfers case to appropriate worker; *logs calls and in-coming clients manually or through computerized systems;
• prepares daily and weekly statistics; enters data manually or through computerized systems; *obtains client information through available sources and enters into computerized systems;
• maintains and accounts for number of bus passes issued; *scans and inputs documents into Document Imaging system; takes identification pictures of eligible clients;

issues bus passes and identification badges.

• Denotes essential functions of the job. Job Duty Name Other Functions Description of Job Duty Provides quality customer service by assisting clients, agency staff, community agencies, medical providers, governmental agencies, and service providers in resolving inquiries, complaints, or problems;
• presents self in a professional, ethical and culturally sensitive manner to co-workers, staff, other agency personnel, clients, partners, and the public;
• adheres to all policies and procedures (e.g. division, agency, county, federal and state); *attends meetings, conferences, workshops, seminars and training to remain current and knowledgeable on agency, provider, and program rules, policies, regulations, procedures and to receive information on available resources and requirements as directed;
• demonstrates regular and predictable attendance.

Denotes essential functions of the job.