Job DescriptionJOB DESCRIPTION/SPECIFIC SKILLSEffectively assessing customers’ needs.Referring customers to community agencies as appropriate.Timely and accurately escalating customers’ complaints/inquires as appropriate.Documenting customers’ records timely and in accordance with departmental procedures.Assisting customers with completion of online or paper applications.Assisting customers with My ACCESS Accounts.Effectively communicate with internal and external customers as by departmental procedures.Effectively maintaining customer logExplains eligibility requirements, form completion requirements, community resources for financial assistance, and/or provides program benefitsSpeaking-Talking to others to effectively convey informationJudgment and Decision Making
– Weighing the relative costs and benefits of a potential actionActive Listening
– Listening to what other people are saying and asking questions as appropriateInformation Gathering
– Knowing how to find information and identifying essential informationProblem Identification
– Identifying the nature of problemsReading Comprehension
– Understanding written sentences and paragraphs in work related documentsService Orientation
– Actively looking for ways to help peopleWriting
– Communicating effectively with others in writing as indicated by the needs of the audienceInformation Organization
– Finding ways to structure or classify multiple pieces of informationIdentification of Key Causes
– Identifying the things that must be changed to achieve a goalEnglish Language
– Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammarTherapy and Counseling
– Knowledge of information and techniques needed to rehabilitate physical and mental ailments and to provide career guidance including alternative treatments, rehabilitation equipment and its proper use, and methods to evaluate treatment effectsClerical
– Knowledge of administrative and clerical procedures and systemsComputer
– Knowledge of computer software including applications