Department Health and Human Services Department  Grade 3 – board approved 1/23/24 Reports to Assigned Supervisor FLSA Status Non-exempt Union Status AFSCME HHS Unit Final Appointing Authority This position shall not be filled until final approval of the County Administrator. All offers of employment are made in writing by the Human Resources Department. Job Summary To perform moderately difficult office support assignments requiring knowledge of agency programs, procedures and practices, and to serve as liaison between the general public and agency staff. Supervision Received Employees working in this job class work under general supervision and usually receive some instruction with respect to details of most assignments, but are free to develop their own work sequences within established procedures, methods, and policies. Supervision Exercised No formal supervisory authority. Essential Functions This position description is not intended to be all-inclusive. Employee may perform other essential and non-essential functions as assigned or apparent to meet the ongoing needs of the department and organization. Regular attendance and punctuality are essential requirements of this position. 1. Provides courteous, high quality service to the public by asking questions to determine client needs, answering high level questions or directing clients to the appropriate staff member, department or meeting. 2. Diffusing and redirecting escalated clients appropriately. 3. Assist clients in proper completion of forms and applications based on knowledge of agency programs, policies and procedures. 4. Verify identity of clients to provide personal medical identification numbers and electronic benefit transfer cards. 5. Communicates information to the public or interdepartmental representatives in situations where good judgment and correct interpretation of departmental policies and regulations are required. 6. Photocopies reports, forms, correspondence, and other agency documents. 7. Operates multi-line telephones, directing calls, taking accurate messages, and providing agency program information and community resource information to callers. 8. Sorts, screens, prioritizes and distributes incoming mail, interagency correspondence and court documents and collects, prepares and delivers outgoing mail in a timely manner. 9. Composes, types, and edits correspondence, memos, forms, reports, and other documents from rough drafts, proofing for accuracy, completeness, and compliance with applicable regulations using knowledge of procedures to determine the correct format. 10. Creates and maintains filing system, performs data entry, and maintains computer database files. 11. Sorts, files, purges and scans agency records and case files in accordance with state and federal mandates and agency procedures. Pulls files for other staff upon request. 12. Operates all office equipment: computers, scanning system, calculators, photocopiers, fax machines, postage machines, laminators, and multi-line phones. 13. Troubleshoots staff problems and issues with computer programs & equipment. 14. Takes meeting minutes and prepares and enters statistical data such as charts, tables, and graphs from written, typed or verbal instructions. 15. Creates newsletters, brochures, and other printed materials using desktop publishing software. 16. Assembles informational packets, ordering and updating forms and brochures for all divisions, maintaining adequate inventory. 17. Attends training and meetings as needed. Assist with preparing for meetings and set-up of special events. 18. Assist with scheduling appointments for staff and clinics. 19. Performs other related duties as assigned or apparent. Minimum Qualifications Must be eligible for appointment by the MN Merit System. High school diploma or general education degree (GED) required. Preferred Administrative Support Diploma or college coursework in administrative support applications, business English, business communications, typing, Microsoft Office software, or closely related field, plus one or more years of general clerical experience or an equivalent combination of education and experience capable of performing the essential duties and responsibilities of the position. Valid Minnesota driver’s license or access to reliable transportation for infrequent travel that may be required for off-site training or other job-related activities. Employment reference checks and a criminal background check will be performed as part of the pre-employment process. Must have the ability to focus and work productively despite frequent interruptions. Knowledge, Skills, and Abilities Required Knowledge of: 1. County and departmental policies, procedures, and practices. 2. Federal, State, and local laws, rules, and regulations relevant to the work performed in this position. 3. Business English, spelling, grammar and punctuation. 4. Basic math. 5. Agency programs, procedures and policies. 6. General office practices and equipment. 7. Special computer software. 8. Record keeping systems in order to maintain administrative and fiscal data and to prepare reports. 9. Other community resources sufficient to be able to refer clients when needed. 10. County customer service objectives and strategies. 11. Proper telephone technique, office and online etiquette. 12. Current technology and trends in the clerical field. Skill in: 1. Communication and interpersonal skills as applied to interaction with supervisors, staff, and the general public sufficient to exchange or convey information and to receive work direction. 2. Typing correspondence, preparing a quality product in a timely fashion and in a wide variety of typing layouts and formats. 3. Accessing and utilizing data from a computerized record keeping system. 4. Communicating effectively with a wide variety of individuals representing diverse cultures and backgrounds and to function calmly in challenging situations that require a high degree of sensitivity, tact and diplomacy. Ability to: 1. Present a positive attitude in the workplace, promote a spirit of teamwork and cooperation, and be able to treat others with respect, honesty, and consideration. 2. Operate a variety of office machines. 3. Understand and apply oral and written instructions. 4. Organize and prioritize one's own work. 5. Use human relations skills to positively interact with and to work constructively with clients and other employees. 6. Do sustained typing accurately at a satisfactory rate of speed. 7. Maintain the confidentiality of non-public information according to laws, rules and policies. 8. Organize information into written documents and reports. 9. Multi-task and prioritize client needs to ensure a smooth work flow to rest of staff. 10. Select appropriate financial worker by determining type of income and household size through direct questioning or retrieving information from the database. 11. Communicate effectively, both orally and in writing. 12. Assess the client's immediate needs and ensure client's receipt of needed services and to exercise appropriate judgment in answering questions and releasing information and to analyze and project consequences of decisions and/or recommendations.