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.
MINIMUM SKILL REQUIREMENT: Knowledge of the principles and techniques of effective communication; office procedures and practices; basic arithmetic. Ability to deal with the public in a tactful, courteous and effective manner; speak clearly and correctly; listen effectively; Record and evaluate data relating to applicant employment or assistance for health care or community services; Understand and apply applicable rules, regulations, policies and procedures relating to applicant employment or assistance for health care or community services; Review data for accuracy and completeness; organize and maintain filing systems; Perform basic arithmetical calculations; Plan, organize and coordinate work assignments; Communicate effectively; Establish and maintain effective working relationships with others.
