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JOB SUMMARY
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Under the supervision of a qualified professional Supervisor is responsible for working directly with customers, connecting them to appropriate services, including identifying referrals and assisting with enrollment in community programs and services.
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The qualified candidate should possess cultural sensitivity and awareness of the role of culture in the delivery of services as well as an awareness of the impact of poverty upon consumers. Fluency speaking a non-English language is desirable.
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EXAMPLES OF DUTIES
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Interpretation of rules/procedures or standards
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Applies appropriate departmental and county procedures
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Operation of specific computer programs, and related tasks
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Organizes assigned work, sets priorities, and follows up to ensure coordination and completion of assigned work
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May assist others in work procedures or coordinate the work of others on a project basis. May direct the work of others.
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Works in partnership with other departmental staff in evaluating and addressing general needs of the department.
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Customer Service
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Provides assistance to the public and staff in person, through correspondence or over the telephone that requires knowledge of multiple departmental functions and the interpretation of policies and procedures
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Connecting customers to appropriate services, including identifying referrals and assisting with enrollment in other community programs and services
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Provides information to the public or to county staff in person or over the telephone that requires knowledge of programs from multiple departments
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Refers the caller/visitor to the proper office or person; handles customer complaints in an efficient and effective manner so as to minimize future concerns
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Knowledge of how to access language assistance.
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Identifies and initiates appropriate appeals processes for customer use; works directly with clients to ensure that their customer service needs are met, and that they and are able to access services to meet their ongoing needs.
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Material Production
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Compiles a variety of informational materials; ensures that such information is timely and complete for distribution to customers
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Provides assistance in the development of content and the production of brochures and documents; collates, staples and sorts materials, and stuffs envelopes or prepares materials for mailing and distribution, staying informed of the changes in the mailing rules and procedures
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Administrative and Clerical Processes
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Generates a variety correspondence, reports, forms and specialized documents
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Enters data and produces reports from a personal or mainframe computer system; proofreads prepared materials for accuracy, completeness and compliance with departmental and County policies and procedures
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Performs a variety of office support work such as processing mail; answering telephones; maintaining an inventory of office supplies, merchandise or office library; ensuring equipment and facility maintenance and repair
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May serve on assigned committees; may prepare and distribute agendas, minutes and other materials; schedules appointments; arranges for meetings and coordinates resources
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Organizes and maintains accurate records and files as mandated by state statues and required for the work of the departments
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Receives and processes necessary paperwork in accordance with mandated programs
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May have programmatic support responsibility for a specialized departmental function that may require the exercise of independent judgment and application of knowledge under the direction of a professional or supervisory employee
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Makes recommendations and assists in policy and procedure implementation staff
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Performs specialized work related to the department to which assigned. Performs other related work as assigned.
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The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
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EMPLOYMENT QUALIFICATIONS
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Knowledge of:
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Available community resources
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Specific function area to which assigned
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Policies, procedures, rules and regulations related to health coverage and other community programs and services
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Office administrative practices and procedures, including filing, data processing, computer operations and standard software applications, and standard office equipment
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Proper English usage, including spelling, grammar and punctuation
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Skill in:
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Working effectively with the public in phone and face-to-face settings
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Working cooperatively in a team setting, establishing and maintaining effective working relationships with those contacted in the course of the work
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Interpreting, applying and explaining policies, and regulations for multiple programs
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Understanding and following a series of complex instructions
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Organizing work, setting priorities, coordinating multiple projects, meeting critical deadlines and following up on work with minimal supervision
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Communication skills, both written and oral
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Performing a variety of professional level analytical and operations support work without close supervision
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Setting priorities, coordinating multiple projects and meeting critical deadlines
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Using sound, independent judgment within established policy and procedural guidelines
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Preparing and maintaining clear, concise, and effective written materials, and maintaining accurate records and files
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Providing quality customer services under changing circumstances, including effectively handling difficult situations
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Performing varied and responsible detailed and complex office administrative work without close supervision
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Demonstrated proficiency operating standard office equipment, personal computer and related software applications, with sufficient speed and accuracy to perform the required work
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Performing repetitive, detail oriented, and short-cycle work
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Ability to:
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Utilize sound judgment and practice autonomous decision-making
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Represent the agency to the community, in a manner that fosters understanding of the needs of consumers, and the goals/mission of the organization
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Work independently without close supervision
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Physical Demands:
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Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a VDT screen and hearing and speech sufficient to communicate in person or over the telephone.
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These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
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Specified positions may require possession of a valid Michigan driver's license
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EDUCATION
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High school diploma or equivalent. Some education in a field related to social work, public health, psychology, or equivalent.
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EXPERIENCE
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LEVEL I - GRADE 14:
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A minimum of one and one-half (1½) years experience of direct customer service with persons with disabilities, of which one (1) year of experience has been working with non-profit and/or health agencies. Employees may advance to LEVEL II after at least two (2) years of Customer Resource Specialist experience with acceptable work performance and demonstrated proficiency.
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LEVEL II - GRADE 15
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Employees may advance to LEVEL II after at least two (2) years of Customer Resource Specialist experience with acceptable work performance and demonstrated proficiency.
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Must pass clerical tests within the 40th percentile and the data entry test with 30 fields
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FILING DEADLINE: 11/10/09
CONTROL NUMBER: 0909-641-1462-0003
AN EQUAL OPPORTUNITY EMPLOYER
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