(Housing & Neighborhood Development - Health & Human Services)
Performs public contact work responding to inquiries regarding services and programs provided through the Housing & Neighborhood Development - Health & Human Services Division.
COVID-19 Related -Answer calls for Coronavirus Relief Fund Disaster Program.
Performs clerical work involving varied and independent work assignments. Prepares reports, information/forms, responds to inquires as requested and schedules appointments. Responsible for dealing with the public, clients, supervisors and community agencies via telephone or in person guiding them according to established procedures, providing information, and/or responding to inquiries as directed by or trained by supervisor. Receives and appropriately handles and/or refers inquiries received via telephone or in person from prospective and active clients regarding the Housing & Neighborhood Development and other Social Services programs according to established procedures. Performs multi-tasks simultaneously and accurately, such as listening, communicating, and data entry. Uses a computer to schedule appointments in the most efficient manner. Attends training programs when scheduled. Participates in regular staff meetings, as directed by the Housing & Neighborhood Development Manager.
Performs customer service and clerical support work following established procedures of the Housing & Neighborhood Development Division. Assists in copying, distribution, typing and preparing paperwork for the Housing & Neighborhood Development Division management staff and/or any follow-up actions. Performs varied clerical duties including other record keeping duties using typewriters, facsimile machine, personal computers, calculators, copy machines and other general office equipment. Files documents electronically and manually, and updates/maintains various forms as requested. Assists with inventory of equipment as requested. Completes and prepares memorandums, reports, letters, forms, and statements as directed. Maintains confidentiality of all records as required by various laws and statues, including the Health Insurance Portability and Accountability Act of 1996 as amended. Deals with the public via telephone or in person according to Housing & Neighborhood Development procedures, takes messages, transfers calls, provides information and/or responds to inquiries as directed. Monitors fax machine as needed. Uses independent judgment and may work independently as assigned. Provides necessary follow-up calls. Assists in answering incoming Housing & Neighborhood Development Division associate telephone calls.
May be required to handle routine mail duties such as picking up, sorting, date stamping, distributing and preparing for mailing according to established office procedures. May be required to provide supplemental staffing for the Receptionist/Switchboard Operator or Records Control Clerk as requested. Performs related duties as required.
KNOWLEDGE. ABILITIES AND SKILLS
Knowledge and ability to use a personal computer, computer terminal and various software and database information knowledge learned from manuals and on the job training. Ability to learn the use of the equipment and terminology used within this work unit. Ability to learn assigned clerical task of office assigned and adhere to prescribed routines. Ability to understand and follow oral and/or written instructions. Ability to learn filing system. Ability to deal courteously and effectively with the public, officials and other employees. Ability to maintain confidentiality. Ability to answer multi-line telephone. Proficiency in written and spoken English, spelling and arithmetic.
Must be able to move intermittently throughout the work day. Must be able to operate a motor vehicle. Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position can be fully met. Must be able to cope with the mental and emotional stresses of the job and deal with conflict in an appropriate manner. May be required to lift at least twenty five (25) pounds, move or maneuver equipment and supplies.
Graduate of an accredited high school or possess an acceptable equivalency diploma and have a minimum of two (2) years clerical office experience which included dealing with the public in a customer service capacity. Must be able to type a minimum of 35 CWPM with a maximum of 10 errors. Must be able to utilize all features afforded by Microsoft Office including, Word, Excel, Power Point, Publisher and Access.
Must have a valid driver's license and be able to secure a valid Florida driver's license at the time of employment.
A comparable amount of related training and experience may be substituted for the minimum qualifications.
This position may be required to report for work when a declaration of emergency has been declared in Polk County.