Administrative Professional II - Rock County : Job Details

Under direct supervision, performs varied office work calling for the exercise of individual judgment, initiative and specialized knowledge in carrying out prescribed routines and procedures in accordance with general instructions, policies and procedures; and to perform work as required. Supports and promotes the Mission, Vision and Guiding Principles of the Human Services Department. Performs in a manner consistent with the HSD Professional Standards and Commitment to My Co-Workers.

55% - Job Center/DWRC Front Desk.

* Welcomes and checks in all visitors in the DWRC building; Directs individuals to numerous departments and agencies within DWRC; Assures that the visitors are seen in a timely manner.

* Answer all incoming phone calls according to prescribed Job Center and Human Services Department Policies including but not limited to routing of call to appropriate staff person, putting caller into voicemail to leave message.

Respond to DWRC Duress Alert and direct responding staff and emergency personnel to the appropriate location through monitoring of camera systems.

* Maintain proficiency in cross training to provide coverage for both DWRC Reception desks.

* Complete annual training requirements mandated by the state including but not limited to 6 hours of professional development, cultural competency, civil rights, Social Security Training, and HIPAA.

* Knowledge of programs offered by Job Center partners and DWRC Human Services Divisions and ability to provide general information to clients.

* Use de-escalation and trauma informed care principles to effectively work with individuals who may be hostile, non-cooperative, or evasive both on the phone and in person.

35% - Economic Support Related.

* Sort Economic Support documents and mail and prep for and scan to the Central Document Process Unit and Electronic Case File.

* Distribute all checks, MYWICC Childcare, FoodShare Quest, and Forward Health Medicaid cards received for customers.

* Responsible for date stamping and monitoring of Economic Support mail for homeless customers; review and monitor dates on mail to disposing of mail after 30 days; return non-program related correspondence and packages to sender.

* Issue and track EBT card issuance; maintain the log of FoodShare Quest Cards for disposal for cards not picked up within 30 days.

* Maintain and update group email contacts for county and partner agencies.

* Maintain South and West reception areas with state required informational literature related to Economic Support and other assistance programs.

* Complete and fax public housing assistance verifications.

* Answer general questions about Income Maintenance programs and advise all ways to apply for benefit programs.

5% - Mailroom.

* Deliver outgoing ES and Job Center Partner US Mail and interoffice mail to the DWRC Mailroom twice a day.

* Receive and distribute incoming mail

5% - Other duties as assigned.

* Review incoming applications and assign to individual teams based on program requests and document assignment on the rotation logs.

* Review and complete client registration to an RFA based on incoming application status.

* Contact applicants for the ChildCare program and schedule an interview within the required five business days under ChildCare policy.

* Check RockChangeCenter inbox for print/mail/scan requests and complete the requested tasks.

* Knowledge of the operation of a switchboard console.

* Ability to effectively answer a switchboard, troubleshoot as needed, answer phone in a courteous manner and direct calls appropriately.

* Ability to work with diverse customers, provide accommodations and direction as needed.

* Ability to use customer service skills to treat all customers with dignity and respect and to handle disgruntled customers.

* Knowledge of computer and computer programs used in the performance of job duties.

* Knowledge of office scanning software and equipment.

* Ability to establish and maintain effective public and working relationships.

* Ability to accept feedback without reacting defensively.

* Ability to provide support and demonstrate patience.

* Ability to sit, walk, or stand for long periods of time.

* Ability to exert up to 10 pounds of force occasionally or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects.

* Ability to use a computer and computer keyboard.

* Ability to use copy and fax machines as well as telephone and scanner.

* Ability to work indoor in a public office building.

* Potential exposure to customers that may escalate verbally and/or physically.

* High School Diploma or equivalent.

* Three (3) years responsible office experience.

* Experience with computer and computer software.

Physical Elements:

* Ability to stand, walk and sit.

* Ability to exert up to 10 pounds of force occasionally or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects.

* Ability to reach files and /or manuals.

Use of Equipment:

* Ability to use computer and computer keyboard, telephone, copier/fax machine.

Working Conditions:

* Work is indoor in a public office building.

* Potential interactions with clients that may be unpredictable resulting in a high stressed environment.