INTERVIEWING CLERK OPS - Florida State Jobs : Job Details

The primary function of this position is to serve as a Self Sufficiency Representative at a DCF Family Resource Center for the ACCESS Business Model. The incumbent will have direct contact with the customers by assisting them with the public assistance benefit process. The position will require standing, physical movement and walking within the workspace for the various job duties. A typing test will be administered if selected for interview.

The incumbent will report to the office on a daily basis.

Examples of work include:

• 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.
• 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.
• 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.

This position will be located at the Lecanto (Citrus County) or Wildwood (Sumter County) Family Resource Center.

Work hours are Monday thru Friday, 8:00 am 5:00 pm.

This is work working in a DCF Access Lobby setting OR interviewing to assist in determining eligibility of persons applying to receive assistance from government programs and agency resources, such as public health and social services programs.

Job characteristics include: analyzing data or information, assisting and caring for others, documenting/recording information, processing information, getting information, communicating with persons outside of the organization, interpreting meaning of information to others, making decisions and solving problems, monitoring and controlling resources, judging qualities of things, services, people.

Knowledge, skills, and abilities include: speaking to others to effectively convey information, judgment and decision making, actively listening, identifying the nature of problems, understanding written sentences and paragraphs, actively looking for ways to help people, communicating effectively in writing, finding ways to structure or classify multiple pieces of information, identifying the things that must be changed to achieve a goal, knowledge of the structure and content of the English language, knowledge of administrative and clerical procedures and systems, knowledge of computer software including applications.

This position is in the Other Personal Services (Temporary) system.

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-###-####). 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.