• Meets/greets customers and assists customers with the application process (on-line and paper) and navigating through the self-service lobby.

• Ensures lobby equipment (example: copier, phone, and fax) and forms are operationally available to customers throughout the day.

• Answers general inquiry questions related to program requirements, application processing, case status, and benefit information.

• Logs customer into computer-based system for data collection and customer service resolution; follows established procedures to escalate complex customer inquiries to ensure resolution.

• Educates customers on community partners and the benefit/features of my ACCESS Account including account set-up, password resets.

• Assists customers with referrals to other agencies and community resources.

• Monitors lobby traffic flow and notifies supervisor of any issues.

• Completes client registration clearances (CRAD) as needed.

• Requests all 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.

• Processes incoming and out going mail and scanning documents into the appropriate electronic file.

• Performs special work assignments and other related work/duties as required or assigned.

• Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required.

Skills/Knowledge:

• Knowledge of the principles and techniques of effective communication.

• Knowledge of office procedures and practices.

• Knowledge of basic arithmetic.

• Ability to deal with the public in a tactful, courteous and effective manner.

• Ability to speak clearly and correctly.

• Ability to listen effectively.

• Ability to record and evaluate data relating to applicant employment or assistance for health care or community services.

• Ability to understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services.

• Ability to review data for accuracy and completeness.

• Ability to organize and maintain filing systems.

• Ability to perform basic arithmetical calculations.

• Ability to plan, organize and coordinate work assignments.

• Ability to communicate effectively.

• Ability to establish and maintain effective working relationships with others.