General Overview
Under general supervision from the program supervisor, or higher-level manager. Performs variety of duties including reception, screening, and phone banks. May rotate functions periodically. Performs other related duties as required.
Required Qualifications
Under general supervision from the program supervisor, or higher-level manager. Performs variety of duties including reception, screening, and phone banks. May rotate functions periodically. Performs other related duties as required.
Knowledge, Skills, and Abilities
Knowledge of data processing and data entry techniques and procedures; record keeping techniques; proper English usage, spelling and punctuation; agency and department policies and procedures*; government structures and processes*; public and human relations; federal and State of Ohio mandated program mandates as they apply to position*; office practices and procedures*; office, agency, and state systems and application programs (e.g. MS Office, Groupwise, Ohio Benefits*, Document Imaging*, etc); principles of quality customer service; techniques for communicating with a variety of individuals from various socioeconomic, ethnic, and cultural backgrounds; interviewing and assessment methods. Ability to interpret a variety of instructions in written, oral or schedule form; learn and adapt to new technology as it relates to office practices and procedures; pay attention to detail; work effectively despite interruptions; plan, organize, and prioritize work; proofread documents and other work define problems; collect data, establish facts and draw valid conclusions; add, subtract, multiply and divide whole numbers; calculate fractions, decimals and percentages; prepare and maintain concise and accurate documentation; gather, collate, and classify data; effectively address sensitive inquiries form clients in a professional manner; respond to routine inquiries from public and/or officials; resolve client complaints; define and address problems involving several variables within familiar context; sort items into categories according to established methods; interpret and carry out a variety of instructions in written, oral, picture, or schedule form; collect data, establish facts, ask relevant questions, and draw valid conclusions; read, copy and record figures precisely without error; copy material from one record to another; schedule appointments and refer to appropriate area; work alone in some tasks; gather, collate and index information; maintain confidentiality; work efficiently within time constraints and deadlines; clearly and effectively communicate information in written or spoken English, listen well; use a computer to draft documents, maintain records according to established procedures. Ability to show respect for the opinions of others and work to ensure an atmosphere free of interruptions, difficulty, and/or discrimination; demonstrate regular and predictable attendance as specified in the Summit County Codified Ordinances and/or the Executive’s Human Resource Policies and Procedures Manual; be punctual and timely in meeting all requirements of performance; beginning and ending assignments on time; develop and maintain courteous and effective working relationships with fellow agency staff members, community agencies, medical and service providers, governmental agencies, and the general public to facilitate efficient and cost effective service delivery. Skilled in data entry, computer operation, and office, agency, and state systems and application programs (e.g. MS Office, Groupwise, Ohio Benefits*, Document Imaging*, etc); office equipment operation.

• Indicates developed after employment

(*Indicates developed after employment).
Job Duties
Eligibility Determination Functions
*Utilizes interviewing procedures to register and screen for program eligibility (i.e. PRC, OWF, Food Stamps, Medicaid); *explains clients rights and responsibilities (e.g. federal, state and agency programs, rules and regulations); *refers clients to other applicable assistance programs; *screens cases for expedited services and to answer eligibility questions; *notifies client of case manager’s name and contact number; *screens mail-in and on-line applications for public assistance programs; uses appropriate calculators to assist case managers in case processing; *receives, prepares, and processes supporting documentation electronically; *screens work activity documentation for completion and relevance.

• Denotes essential functions of the job.

Communication Functions
*Receives clients, determines nature of business, updates client information and directs clients to appropriate destination (e.g. appointments and walk-ins); *receives documentation from clients, date stamps, copies, indexes, scans and forwards to appropriate department; *mails originals back to client and enters comments in OHIO BENEFITS SYSTEM or authorized computer system; *advises clients on program requirements, services available and general information; *responds to client request (e.g. phone and walk-ins) for assistance by providing case status and general information on programs available; *answers telephone, logs calls, clears voice mails, forwards calls and/or messages to appropriate units; contacts clients to inquire about changes; updates client information; *notifies mail in applicants of potential expedite eligibility; *transfers cases to appropriate units; *communicates client information to case managers; *mails applications, appropriate forms to general public; *issues appropriate forms and bus passes; schedules medical transportation with providers and clients; *assists clients when necessary with completing forms when presented with incomplete information; *notifies case managers and/or supervisors of incoming appointments and walk-ins; *schedule appointments; *notifies clients of up-coming appointments; *develops and maintains effective working relationships with agency staff, community agencies, medical and service providers, governmental agencies, and general public to facilitate efficient and cost effective service delivery; *completes background checks for work activity division.

• Denotes essential functions of the job.

Clerical Functions
*Prepares and completes case documentation; *assigns and transfers case to appropriate worker; *logs calls and in-coming clients manually or through computerized systems; *prepares daily and weekly statistics; enters data manually or through computerized systems; *obtains client information through available sources and enters into computerized systems; *maintains and accounts for number of bus passes issued; *scans and inputs documents into Document Imaging system; takes identification pictures of eligible clients; issues bus passes and identification badges.

• Denotes essential functions of the job.

Other Functions
*Provides quality customer service by assisting clients, agency staff, community agencies, medical providers, governmental agencies, and service providers in resolving inquiries, complaints, or problems; *presents self in a professional, ethical and culturally sensitive manner to co-workers, staff, other agency personnel, clients, partners, and the public; *adheres to all policies and procedures (e.g. division, agency, county, federal and state); *attends meetings, conferences, workshops, seminars and training to remain current and knowledgeable on agency, provider, and program rules, policies, regulations, procedures and to receive information on available resources and requirements as directed; *demonstrates regular and predictable attendance.

• Denotes essential functions of the job.