Call Center Clerical Support Staff

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Call Center Clerical Support Staff

Salary

$34,236.80 - $49,836.80 Annually

Location

Council Bluffs - 51503 - Pottawattamie County, IA

Job Type

Full-time

Job Number

24-03974

Agency

402 Health & Human Services - Community Services Area

Opening Date

05/21/2024

Closing Date

6/2/2024 11:59 PM Central

LinkedIn Tag

#LI-POST

Point of Contact

Chris Silberhorn (csilber@dhs.state.ia.us)

• Description

• Benefits

• Questions

Job Description

Overview:

The Iowa Department of Health and Human Services (HHS), Division of Community Access, is seeking applicants for a Clerical Support (Secretary 1) to assist with various tasks related to the effective operation of the units. These units help administer programs such as Medicaid, including specialized facility and waiver-related programs.

Summary:

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 position is “in-office” and is in Council Bluffs, Iowa. The starting salary is $16.46/hr. Individuals new to State of Iowa employment are eligible for a raise after completing their first 6 months.

Core Essential Functions:

• This position serves as support for the assigned unit by providing a variety of support duties to conduct specialized technical and clerical processes.

• All information maintained in the unit is confidential and must be handled accurately and in a timely manner.

• Answer general questions and route calls coming in on multiple phone lines in a timely, professional, and courteous manner.

• Keep current on office policies and procedures to provide accurate information to customers concerning assigned unit programs and policies.

• Refer customers to appropriate agencies for services not available through DHS.

• Contacts customers (internal and external) to respond to inquiries and gather information.

• Processes incoming and outgoing unit US mail, documents, and email. Processing includes logging applications and renewals and forwarding emails and documentation to workers work list the day it is received.

• Prepares correspondence necessary from written or individual instruction, process letters and memorandums.

• Perform administrative duties according to agency policies and procedures, so that office personnel needs are met.

• Will be expected to back up other clerical staff when requested to do so.

• Delivers incoming work to appropriate unit staff per guidelines.

• Fax documents and retrieve electronic applications, look up and distribute information– throughout the day.

• Operates photocopy machines and other standard office equipment.

Regular working hours are 8 a.m. to 4:30 p.m. Monday through Friday and the starting salary for new state employees is expected to be at the base of the pay range: $16.46 hourly; $1,316.80 biweekly; and $34,236.80 annually with excellent benefits. Increases are available after completing a 6-month probation and annually thereafter. (https://das.iowa.gov/human-resources/employee-and-retiree-benefits/employees)

Please include in your resume additional languages you may be able to speak, read and/or write for consideration.

Minimum Qualification Requirements

Experience equal to one year of full-time clerical or closely related work;

OR

post high school course work in an accredited secretarial, business, or closely related curriculum may be substituted for the required experience on a month-for-month basis;

OR

completion of thirty (30) semester (or equivalent) hours of undergraduate college level course work may be substituted for the one year of required experience;

OR

certification from the State of Iowa Administrative Assistant Certificate Program will substitute for six months of the required experience;

OR

employees withcurrentcontinuous experience in the state executive branch that includes permanent status as a Typist–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/Secretary1-00025-90025.pdf)

Additional Qualification Requirements

Typing Requirement:Applicants may be required to have the ability to type 40 wpm net. If included in the Minimum Requirements of this job vacancy, you must provide verification of your typing score prior to the closing date of this vacancy. (Click here for more details about the typing test.) (https://das.iowa.gov/human-resources/state-employment/typing-test-information)

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 full-time clerical work experience do you have?

• No experience

• Six months to less than one year of full-time clerical work experience

• One year or more of full-time clerical work experience

• Less than six months of full--time clerical work experience

  04

  How many months of COMBINED post high school course work in an accredited secretarial, business, or closely related curriculum AND full-time clerical work experience do you have?

• No full-time clerical work experience and specified education to a combined total of less than six months

• Six months to less than one year of the combined clerical work experience AND specified education

• One year or more of the combined full-time clerical work experience and specified education

  05

  How many months of full-time clerical work experience AND undergraduate course work do you have? 30 semester hours would equal 12 months' experience, 15 semester hours would equal 6 months' experience.

• No undergraduate course work/full-time clerical work experience to less than six months of the specified education and work experience

• Six months to less than one year of the combined specified education and full-time work experience

• One year or more of the required education and full time work experience

  06

  If you have completed the certification from the State of Iowa Administrative Assistant Certificate Program, how many months of full-time clerical work experience do you have?

• I do not have the Iowa Administrative Assistant Certificate

• No full-time clerical work experience to less than three months of full-time clerical work experience

• Three months to less than six months of full-time clerical work experience

• Six months or more of the required full-time clerical work experience

  07

  If you are a CURRENT employee for the State of Iowa (executive branch): Do you have current continuous experience in the state executive branch that includes permanent status (i.e., six months or more) as a Typist–Advanced?

• Yes

• No

• I am not a current State of Iowa employee.

  08

  Do you have a combination of one year of post high school education or full-time work clerical or closely related experience? 30 semester hours equals one year of experience.

• Yes - I have the one year of post high school education and/or work experience

• No - I do not have the one year of post high school education and/or work experience

  09

  Are you a current permanent State of Iowa employee (Executive Branch) with current continuous experience in the state executive branch that includes experience equal to eighteen months of work as Clerk, Clerk Advanced, Clerk Specialist, Accounting Clerk 1, 2 and 3, or Storekeeper 1, 2 and 3?

• Yes - I am a current State of Iowa employee and have experience of eighteen months in one of the classifications listed

• Not applicable - I am not a current State of Iowa employee

• I am a current State of Iowa employee but do not have the required time in the classifications identified

  10

  Do you have one year of full-time work experience in clerical or a closely related work area?

• Yes

• No

  11

  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

  12

  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

  13

  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

  14

  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

  15

  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

  16

  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

  17

  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

  18

  How many years of full-time work experience do you have documenting receipt of applications and distributing daily staff work assignments?

• 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

  19

  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

  20

  Please review the sample "essential functions" below: • 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 or No

• Yes

• No

  Required Question

Agency

State of Iowa

Website

http://dhs.iowa.gov/

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