In a designated customer service program, responsible for resolving complaints, inquiries and customer service problems from internal and external customers, including clients, agency staff, general public, State and Federal agencies. Interprets agency-related laws, policies and procedures. Advises clients and other customers of proper procedures to access agency services.
Interact professionally with clients, customers, general public and State agencies in a high volume, diverse and stressful environment. Advises clients and customers of proper procedures to access agency services. Answers questions for clients regarding status of benefits and paperwork. Utilizing effective interviewing techniques to accurately access client questions/needs and make appropriate referrals for agency services. If client is requesting information, release information in accordance with department regulations. Provide requested information as authorized and document in client's electronic file. Respond to inquiries from vendors and community regarding basic program requirements, policy and procedures.
Resolve non-eligibility related issues, inquiries, problems or complaints. Advise clients of proper procedure for appealing agency decisions. Provide clients and others, with explanation of forms and if necessary, assist with completion of forms.
Review and research electronic file documentation to answer questions regarding case actions. Review circumstances and documents with clients. Determine need for appointments with financial, social service or management staff.
Issues Electronic Benefit Transfer (EBT) cards for food/cash assistance, explains how to use the card and answers any other questions the client may have pertaining to their EBT card
Maintain no show records for initial application. Send appropriate letters from ACES and track time frames. Assign records for denial meeting timely processing requirements.
Perform technical duties that require limited program knowledge and utilizing independent judgment in decision-making process. Interprets agency related laws, policies and procedures.
Explain DSHS Services and make referrals to other services in the community to meet client's needs.
Receives, sorts, and distributes incoming and outgoing mail on a daily basis.
Multi-task - Prioritize and perform multiple tasks in the same timeframe, handle interruptions appropriately, and return to incomplete tasks.
Work at a computer for extended period of time.
On a regular basis, be present and on time for the scheduled work shift.
Work effectively in a fast-paced office
Use multiple complex automated systems to input data and complete internal and external service delivery and support processes.
Notify supervisor of problem areas and propose potential solutions. Attend and take an active part in meetings, conferences and training sessions
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