General Statement of Duties

The major purpose of this position is to direct clients/visitors to the correct programs and/or services within the agency or to outside programs and/or services within the agency or to outside community resources. Must have a general knowledge of other community agencies in order to refer person correctly when their request is beyond that of the Department of Social Services. Ensure that clients/visitors that request services of the agency receive the proper attention and guidance in the utmost courteous, direct, expeditious and professional manner. This position will also be required to assist with incoming phone calls which includes receiving calls, logging client contact in NC Fast and resolving issues via phone calls. Must be well aware of hierarchy of decision making to route clients/visitors to the most appropriate person. Requires the ability to make judgement and decisions in order to make appropriate responses and referrals under pressure and during volatile situations.
This position requires logging client contact into NC FAST, as well as scanning in documents provided by the clients.

Essential Duties and Tasks

PUBLIC CONTACT
1. This position has the potential to have contact with all staff and units within the agency.
2. This position must adhere to the strict confidentiality rules enforced by the agency.
3. This position must adhere to the strict rules and guidelines to maintain compliance with Alexander vs. Flaherty regulations.
4. Intense visual attention and mental concentration are necessary in this position to maintain order in the lobby’s waiting area.
5. Must be familiar with the agency’s security regulations to assure safety of self and others.
6. This position daily obtains the client/visitor disposition so that the associated logs will be complete and precise.
7. This position is required to take messages and relay to the worker if requested by client.
8. This position relays messages to the client per worker when requested and necessary.
9. This position must make judgement calls when referring clients to prevent workers from interviewing intoxicated, hostile and violent clients.
10. This position must make decisions to have security and/or law enforcement called to remove disruptive clients.
11. This position must explain to clients when they cannot be seen due to worker unavailability.
12. This position must communicate in person and via telephone with people of different economic and social backgrounds and levels. Requires the ability to maintain an effective working relationship with co-workers, supervisors, clients, articulate and concise statements and respond to questions with accurate information. Messages taken must be taken accurately and delivered timely. This position must be able to display patience and listen effectively. Work flow must be coordinated with agency staff to ensure clients are processed and interviewed timely. Must keep abreast of rules and regulations regarding local Department of Social Services, confidentiality, state and unit procedures.
Failure to process clients effectively can create community (clients, taxpayers, employers, etc.) dissatisfaction of agency’s performance. It is imperative that this position maintains excellent public relations.
OFFICE EQUIPMENT OPERATION
Copy machines, computers, scanners, telephone, switchboard, calculator.
MAIL
All mail left by clients/visitors at the reception desk is date stamped, logged into NC FAST, scanned into the appropriate drive and put in the worker’s box.
SUPERVISION RECEIVED
This position is directly supervised by the Administrative Assistant I for Income Maintenance Quality Control. Individual conferences and monthly staff (unit) meetings are held with supervisor.
RESOURCE AND GUIDELINE AVAILABILITY
This position has ready access to a supervisor for questions and concerns. The employee can always also refer to the Nash County Personnel Policy. Training for this position includes oral and written instructions, as well as hands on training to include training in NC FAST. Supervisor and/or Staff Development staff provides on-going training for this position. Supervisor provides monitoring and consultation to ensure work flow and environment is progressive.
OTHER
1. This position requires employee to work under stressful conditions (high volume of client flow and telephone communications), clients with communicable, social and infectious diseases, mental instability, previous incarcerations, estranged spouses, hostile, disruptive and impatient clients. Also, the stress of having to ask some clients to return due to worker unavailability or shortage of staff and these clients have an urgent need in their opinion and often shout words of threat and profanity to the receptionists. This position endures this stress daily.
2. This position must work with clients throughout the day repetitively by using computers, telephone and frequent visits to their desk from the client.
3. Occasionally will provide colleague training at request of supervisor.
4. Attends meetings, workshops, and seminars as requested by supervisor, manager and/or director.
5. Employee will be expected to work in emergency shelters and/or perform related disaster tasks and perform other reasonable tasks requested by their immediate supervisor.
PERCENTAGES OF TIME BY FUNCTIONAL AREA & RANK OF IMPORTANCE
Ranked 1: Public Contact (87%)
Ranked 2: Office Equipment Operation (10%)
Ranked 3: Logs (1%)
Ranked 4: Mail (1 %)
Ranked 5: Other (1%)

Knowledges, Skills and Abilities

1. Ability to deal with the public. Able to refer clients to the correct agency workers and outside resources. Effective listening and communication skills.
2. The employee shall possess a working knowledge of the job in six (6) months. However, for the employee to become fully able to perform the duties, responsibilities and expectations of this position can take as long as one (1) year.

Desirable Education and Experience

MINIMUM TRAINING AND EXPERIENCE
Graduation from high school and demonstrated possession of knowledges, skills, and abilities gained through at least one year of office assistant/secretarial experience; or an equivalent combination of training and experience.
NC Fast experience and customer service experience is preferred.