Vocational Assistant

Performs a variety of duties in support of public assistance and/or social service programs and related administrative functions. Incumbents work in partnership with paraprofessional and/or professional staff to provide routine clerical support to the program and supportive services to clients; and performs related work as assigned.

Working under general supervision, Vocational Assistant continues and expands the training and preparation of incumbents for other classes in the public assistance and social services area. Positions in the Vocational Assistant class are flexibly staffed and are normally filled by advancement from the lower level Vocational Trainee, or if filled from the outside, require prior related experience.

• Provides courteous, high quality service to those contacted in the course of work using the principles of effective customer service
• Performs routine clerical duties such as answering phone calls, sorting and maintaining filing systems; posting outgoing mail and delivering incoming mail; processing documents; and performing receptionist functions using standard office equipment
• Refers specific or complex questions received in person or by phone to the appropriate staff member
• Reads complex laws, policies, or procedures for comprehension and relevance to daily tasks; adheres to Federal, State, and agency regulations in providing assistance to clients; and maintains confidentiality of protected information
• Transports or accompanies adults and/or children to and from meetings, appointments, court activities, employment interviews, and other activities in the community that support overall client health and well-being
• Assists clients in filling out appropriate applications or directs them to appropriate phone numbers to call to obtain community resources
• Enters actions taken in support of client care and observations on the physical or psychosocial condition of client in appropriate databases/files and/or activity logs for tracking and access by all involved staff
• Identifies emergency situations and refers clients to departmental or community services for emergency food, shelter, and clothing needs
• Supervises routine, court ordered visits between parents, relatives, and children and provides updates to the case worker
• Learns and complies with all County equipment and safety policies and procedures and California Occupational Safety and Health Administration (Cal OSHA) rules and regulations
• Provides verbal reports to lead case workers or supervisors to update them regarding client's condition or care provided
• Participates in external training or conferences to learn or improve upon activities conducted in work activities of the assigned department
• Researches potential services available to program clients in their communities
• Explains rules, regulations, policies, and procedures to clarify department functions to others
• Under Social Worker guidance, provides information and available resources on sensitive topics such as substance abuse, family planning, or counseling services to help the community seek assistance without department intervention
• Consults with supervisor or other agency staff if client does not seem to be progressing on an interdisciplinary treatment plan; reports client's non-compliance with self-sufficiency plans and reasons to caseworker or supervisor; consults with supervisor on clients who may need emergency assistance when needed
• Prepares standardized documents or form letters to send to clients or other agency personnel
• Provides child care while caregivers are attending vocational classes, job interviews, counseling, or meeting with social services staff
• Learns and explains departmental and community programs and resources at organized events to establish community awareness
• Performs related duties as assigned

EMPLOYMENT STANDARDS

Note: The level and scope of the knowledge and skills listed below are related to job duties as distinguished between the two levels in the Definition section.

Knowledge of:

• Basic computer operation and programs (e.g. Word, Excel, PowerPoint, Outlook, etc.) to perform work activities properly and efficiently
• Telephone etiquette when taking and receiving phone calls
• Effective customer service principles and techniques
• Modern office equipment including multi-line phones, copiers, scanners, and/or fax machines.
• Correct English grammar, punctuation, and spelling to communicate effectively
• Filing methods to organize and manage large amounts of information

Ability to:

• Maintain confidentiality of client and departmental information encountered in the performance of all works tasks and responsibilities
• Utilize a computer to perform basic functions (e.g. compose documents, conduct internet research, email, etc.)
• Work effectively in a team environment
• Organize work and set priorities to complete assignments in a timely manner and manage one's own time to complete work independently
• Treat all those contacted in the course of work in a courteous, patient, and professional manner
• Establish rapport and make the client feel safe; maintain professional boundaries with clients
• Communicate effectively with individuals of diverse socio-economic and cultural backgrounds, as well as, individuals representing a wide diversity of ethnicities, cultures, opinions, and beliefs
• Deal effectively with clients of various ages including those with physical, developmental, and/or emotional difficulties
• Learn from on-the-job training
• Work effectively when faced with frequent interruptions
• Listen to what others are saying and ask questions as appropriate
• Recognize and work within the scope of given authority
• Adapt to ongoing procedural and technological changes
• Be patient, tactful, and diplomatic when discussing sensitive or emotional issues
• Maintain composure during emotionally stressful situations
• Speak using proper sentence structure and vocabulary to communicate with others effectively; verbally explain difficult concepts, such as regulations and procedures, to clients in easily understood language and terms
• Maintain accurate and detailed records/notes/logs and a paper filing system of client or department information
• Establish and maintain effective working relationships and communicate effectively with professionals contacted within and outside of the department
• Recognize subtle changes in behavior indicating hostility or aggression and respond accordingly; be socially perceptive and understand why others may react as they do
• Coordinate work with other paraprofessional and professional staff members
• Clearly and accurately communicate information and ideas in writing with correct English grammar, punctuation, and spelling; write clear, accurate and reports
• Type/keyboard with sufficient speed and accuracy to complete office tasks in an efficient manner
• Remain up-to-date on multiple cases with frequent updates or changes
• Verbally explain difficult concepts, such as regulations and procedures, to clients in easily understood language and terms
• Awareness and sensitivity to feelings, attitudes and trends in the community
• Ability to read and understand various work-related documents (e.g. memos, letters, reports, etc.)
• Take initiative to provide the most effective service possible within established guidelines and parameters.
• Make basic mathematical calculations including addition, subtraction, multiplication, and division.