Call Center Clerical Support Lead

Call Center Clerical Support Lead Print (https://www.governmentjobs.com/careers/iowa/jobs/newprint/4690058) Apply  Call Center Clerical Support Lead Salary $36,628.80 - $53,788.80 Annually Location Council Bluffs - 51503 - Pottawattamie County, IA Job Type Full-time Job Number 25-00886 Agency 400 Health & Human Services - Community Access & Eligibility - Child Support Services Opening Date 10/10/2024 Closing Date 10/20/2024 11:59 PM Central LinkedIn Tag #LI-POST Point of Contact Chris Silberhorn ([email protected]) Description Benefits Questions Job Description Job Description: The Iowa Department of Health and Human Services (HHS), Division of Community Access, is seeking a dedicated professional to join our team as a Call Center Clerical Support Lead (Clerk Specialist) to assist with various tasks related to the effective operation of two units, the Income Maintenance Customer Service Center and the Facility Waiver Eligibility Team. These units determine eligibility for programs such as Supplemental Nutrition Assistance Programs (SNAP), Temporary Assistance for Needy Families (TANF), and Medicaid, including specialized facility and waiver-related programs. This is a full-time opportunity, Monday – Friday with hours being 8:00 a.m. to 4:30 p.m. and potential overtime as needed. The starting salary is $17.61/hr. Individuals new to State of Iowa employment are eligible for a raise after completing their first 6 months. Core Essential Functions: Coordinating a variety of office operations in a fast-paced environment while utilizing different software systems. Assisting with customer service and support over the phone, via email, or through generating forms or other written correspondence. Managing the various Unit email boxes, including acting on non-eligibility changes, answering general questions, troubleshooting inquiries, distributing misdirected emails to other units or agencies, and uploading emails and attachments daily into processing queues. Ordering and maintaining supply inventory. Providing quality assurance and technical support to other clerical positions. Communicating with remote workers to for client needs and resolving issues related to printed correspondence. The ideal candidate will be able to: Demonstrate effective planning and critical thinking. Possess strong communication and excellent customer service skills working with diverse populations. Maintain a professional presence and strong work ethic. Display excellent teamwork and consultation. We have a great total compensation package for all our full-time employees, including: Eligibility for first raise after 6 months of employment (for new State employees) Iowa Public Employees' Retirement System (IPERS) Retirement Investors Club (RIC) (Employer Sponsored Retirement Plan) Health, Dental and Vision Insurance Vacation Leave Sick Leave Paid Holidays (9 days/year) Flexible Spending Accounts Life Insurance Long-Term Disability Insurance For additional information on benefitsclick here. Our Benefits at a Glanceoutlines the great benefits for this position. How to Apply: For help creating a profile or entering your information, please go to the online Employment Application Guide. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The State of Iowa is an EEO/AA Employer HHS values those with “lived experience” and encourages adults who were fostered as youth, foster parents, and/or parents who were in the DHS system to apply. Minorities, women, persons with disabilities and veterans are encouraged to apply (Hearing and Speech Impaired – Relay Iowa 1-800-735-2942 TDD). Our agency uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visitwww.dhs.gov/E-Verify. Minimum Qualification Requirements Experience equal to three years of full-time clerical or closely related work; OR an equivalent combination of education and experience, substituting graduation from high school, G.E.D. equivalency or satisfactory completion of a recognized correspondence or formal job-related training course at the high school or equivalent level such as that offered by WIN, OEO, CEP, CIVEC or similar programs, for one year only of the required experience; OR an equivalent combination of education and experience, substituting nine months or thirty semester hours coursework in an accredited business school, college or university for each year of the required experience; OR certification from the State of Iowa Administrative Assistant Certificate Program will substitute for six months of the required experience; OR employees with current continuous experience in the state executive branch that includes the equivalent of eighteen months of full time experience as a resident treatment worker or Clerk–Advanced. For additional information, please click on thislink to view the job description. (https://das.iowa.gov/sites/default/files/hr/documents/class_and_pay/JobClassDescriptions/ClerkSpecialist-00018-90018.pdf) Why Choose the State of Iowa? At the heart of our commitment to excellence is a dedication to our most valuable asset – our employees. Discover the outstanding benefits that set us apart as an employer of choice. Our Robust Benefits Package Includes: Competitive Compensation: Enjoy a competitive salary that reflects directly on your skills and expertise. Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendlyTotal Compensation Calculator (https://das.iowa.gov/media/3773/download?inline) .Gain insights into your comprehensive annual compensation, including salary and State-provided benefits. Health and Wellness: Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost. Retirement Planning: We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind.Click here to learn more about IPERS (https://ipers.org/members) . Paid Time Off: Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters. Professional Development: Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement. Employee Assistance Program (EAP): We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program. Diversity and Inclusion: Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation. Join Us - Elevate Your Career: Ready to elevate your career with the State of Iowa?Click here (https://iowa.attract.neogov.com/recruitment/p/benefits) to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority! 01 Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely.Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question.Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa. Yes - I understand and agree. No 02 PLEASE READ CAREFULLY Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq? No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq 03 How many years of experience do you have of full-time employment in clerical or closely related work? No experience to less than 1 year 1 year to less than 2 years 2 years to less than 3 years 3 years or more 04 If you have a high school diploma/GED - how many years of full time clerical or closely related work do you have? NOTE: Satisfactory completion of a recognized correspondence or formal job-related training course at the high school or equivalent level such as that offered by WIN, OEO, CEP, CIVEC or similar programs would substitute for high school/GED completion. No experience to less than 1 year 1 year to less than 2 years 2 years or more Not applicable - I do not have a high school diploma/GED or equivalent 05 How many years of experience in full time clerical or closely related work AND education do you have? Nine months or thirty semester hours of coursework in an accredited business school, college or university may substitute for one year of the required experience. No education/experience to less than 1 year 1 year to less than 2 years 2 years to less than 3 years 3 years or more 06 If you have completed the certification from the State of Iowa Administrative Assistant Certificate Program: How many years of experience in full time clerical or closely related work AND education do you have? Nine months or thirty semester hours of coursework in an accredited business school, college or university may substitute for one year of the required experience. N/A No education/experience to less than 1 year 1 year to less than 2 years 2 years to less than 2 1/2 2 1/2 years or more 07 If you are a CURRENT employee for the State of Iowa (executive branch): How many years of full-time work experience in the state executive branch do you have in the classification of either a Resident Treatment Worker or Clerk-Advanced? No experience to less than 1 year 1 year to less than 1 1/2 years 1 1/2 years or more 08 Which best describes your education and experience? (if multiple responses apply for you, please choose the one that has the higher points) Bachelor's Degree (or higher) or 4 plus years work experience with a major/emphasis in a Human Services related field (ie: Social Work, Counseling, Public Administration, Human Resources, Communications, Criminal Justice, Paralegal) Associate's Degree or 2 plus years work experience with a major/emphasis in a Human Services related field (ie: Social Work, Counseling, Public Administration, Human Resources, Communications, Criminal Justice, Paralegal) Not Applicable 09 How many years of full-time work experience do you have with determining/adjusting priorities on a weekly/daily/hourly basis? Five or more years Four to less than five years Three to less than four years Two to less than three years One to less than two years Less than one year 10 How many years of full-time work experience do you have communicating with internal and external clients and customers to meet their needs in a polite, courteous, and cooperative manner? Five or more years Four to less than five years Three to less than four years Two to less than three years One to less than two years Less than one year 11 How many years of full-time work experience do you have utilizing email to conduct/complete company business? Five or more years Four to less than five years Three to less than four years Two to less than three years One to less than two years Less than one year 12 This position involves heavy data entry/typing/word processing; How many words per minute can you type without errors? Greater than 60 words per minute 50-59 words per minute 40-49 words per minute Less than 40 words per minute 13 How many years of full-time work experience do you have utilizing Microsoft Word – completing basic functions like drafting documents, saving documents and attaching documents to email? Five or more years Four to less than five years Three to less than four years Two to less than three years One to less than two years Less than one year 14 How many years of full-time work experience do you have utilizing Microsoft Excel – completing basic functions like drafting documents, saving documents and attaching documents to email? Five or more years Four to less than five years Three to less than four years Two to less than three years One to less than two years Less than one year 15 How many years of full-time work experience do you have utilizing multiple computer programs (web based data systems, intranet, Microsoft Word) at the same time while obtaining information from an individual to determine if the facts given to you meet the criteria listed in policies or regulations? Five or more years Four to five years Three to four years Two to three years One to two years Less than one year 16 Please review the sample "essential functions" below: • Applies essential elements of management and administration in assigned office. The ability to recognize and define a problem, gather facts using problem-solving tools, develop possible solutions, analyze each potential solution, compare the outcome of each solution and select the best solution to solve the problem. • Applies innovative solutions to problems; designs new methods where established methods and procedures are inapplicable or are unavailable. • Carries out customer service activities requiring regular attendance at work and to report to work on time. Field Operations processes contain critical time frames and excessive absenteeism negatively impacts the meeting of those time frames subsequently affecting customers and other community partners. • Comprehend, interpret and apply work rules, policy, regulations and procedures as well as concepts and principals of the specific work duties in order to meet performance standards. • Effectively communicate orally by expressing ideas and facts to individuals or groups; makes clear and convincing presentations (free of grammatical and factual errors) both orally and in writing; listens to others; facilitates an open exchange of ideas; build, foster and maintain partnerships at a variety of levels. Actively listens to facilitate the exchange of information in order to provide positive and professional customer service both within the agency and in the community. • Identifies a need for and knows where or how to gather information by prioritizing, organizing and maintains information to meet completion deadlines. • Identifies rules, principles, or relationships that explain reasonable facts, data, or other information that analyzes information and correct inferences or draws accurate conclusions. • Interacts in a team environment to manage group processes, facilitates and encourages cooperation pride, trust and group identity, fosters commitment and team spirit; works with others to achieve goals. • Obtain information from a wide variety of sources, including written materials, telephone conversations and through computer databases and to be able to read and interpret the data. Ability and knowledge of Word, Excel, and the Internet. • Obtains information from a wide variety of sources, including reading written materials, documenting telephone conversations, searching computer databases in order to interpret information and accurately communicate the information to others. • Operate office equipment and maintain files including those in the following formats Word, Excel, PDF and the Internet; Type and perform data input and retrieval on a computer. Maintains and troubleshoots computer equipment with the assistance of IT. • Perform mathematical calculations accurately in the process of completing assigned duties. • Prioritize and organize work tasks in such a way that deadlines are met and work performance meets expectations. • Troubleshoots problematic situations to find innovative solutions to present to administration and the supervisor. Confronts crisis situations and high stress situations in a calm and orderly manner maintaining confidential information as required by the agency and assuring safety is a top priority for all in the office. • Understands quality is defined by the customer; therefore services are designed by working closely with customers and measuring performance in meeting their needs and expectations. • Within an office environment, provides Division support to large segment of agency through managing internal and external requests for information and legislative reviews requiring comprehension of request, independent judgment to assign and adherence to agency formatting of timely response or communication. Interact with employees and customers in a positive customer service manner in order to resolve problems and answer customer inquiries. Customer contacts may include correspondence, telephone or walk-ins to the local office. Are you able to perform the above essential functions? Yes No Required Question Agency State of Iowa Website hhs.iowa.gov Apply Please verify your email addressVerify Email