INTERVIEWING CLERK OPS

Requisition No: 799549

Agency: Children and Families

Working Title: INTERVIEWING CLERK OPS - 60932105

Position Number: 60932105

Salary: 15.00 per hour

Posting Closing Date: 04/18/2023

The primary function of this position is to serve as the “General Interview Clerk” for the Economic Self-Sufficiency (ACCESS) Business Model. The incumbent is expected to complete a variety of clerical tasks to support program goals.

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 inquires to ensure resolution. Educates customers on community partners and the benefit/features of my ACCESS Account including account set-up, password resets. Resolves Electronic Benefit Transfer (EBT) ACCESS card issues which includes personal identification number (PIN) unlocks. 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. Conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all public assistance programs. 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. Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews.

Reviews all requests for public assistance benefits for basic demographic information and performs a statewide clearance for prior Department contact; reconciles all discrepancies on all household members according to established Department procedures; this may require assisting the customer with the application. Assigns all requests for public assistance benefits to the Economic Self Sufficiency Specialist for eligibility determination according to Department procedures. Manually and electronically assign incoming paper applications

As time permits: Attempts and conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all public assistance programs. 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. Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews. Assists customers with referrals to other agencies and community resources.

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

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

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

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.