Passport Acceptance Agent

Passport Acceptance Agent

Please ensure that you fill out this DPS criminal background check permission form (you must open this in internet explorer to digitally sign). All that is needed is your name, signature, and the date. You will need to attach this to your application. CRIMINAL CHECKS CANNOT BE RUN WITHOUT THIS FORM AND YOUR APPLICATION WILL BE CONSIDERED INCOMPLETE.

Assists residents in obtaining a United States passport. Familiar with all aspects of the passport document look-up operations. Performs a wide variety of manual and clerical tasks in the library.

Essential Duties and Responsibilities

Include some of the following depending on assignment. Performs other duties as assigned.

• Processes passport applications and takes passport photos (if feature is available) following the procedures established by the U.S. Department of State.
• Answers incoming phone calls and greets walk-in patrons. Provides general information to the public, answers questions, provides specific information about passport issues.
• Contacts applicants to request necessary documents. Ensures appointments are scheduled.
• Responsible for the financial transactions needed for processing passport applications, issues customer receipts.
• Acts as an acceptance agent for the U.S. Department of State processing passport applications, checking documentation, verifying identity, swearing in applicants, and collecting fees.
• Verifies all applications to determine the proper payment for requested services. Verifies proper identification of applicants.
• Prepares transmittal documents for passports, applications, and payment for delivery to the U.S. Department of State.
• Identifies and takes initiative to report trends or patterns in the volume or nature of inquiries handled.
• Performs tracking of submitted passport applications.
• Provides Notary Service to patrons.
• Performs all work duties and activities in accordance with applicable State statutes and County policies, procedures, and safety practices.
• Monitors and requests supplies for passport services.
• Organizes and maintains filing systems; maintains records related to the passport section. Performs routine office support duties.
• Works on special projects as assigned.
• Attends training sessions hosted by the U.S. State Department as needed and approved Library Director.
• Supports other units with tasks as needed. Serves as support for circulation desk when needed.
• Answers library users' policy questions regarding overdue materials, reserving material and related policies. Refers library users requiring professional assistance to the appropriate staff.
• Troubleshoots computer software and hardware problems in a Windows based environment.
• Works on special projects as requested by Management.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Works a flexible schedule including evenings and weekends.
• Regular and timely attendance is required.

Qualifications, Education, and/or Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate degree, with three years of general office experience, plus experience utilizing a variety of office software, specifically Microsoft Office. OR Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work. Preferred: proficiency in Spanish language.

Must become a Certified Passport Acceptance Agent by the U.S. Department of State and Notary of Texas within the first month of employment. Must have US citizenship and ability to obtain any required clearance. Must be able to re-certify as PAA and as a Notary. Must be insurable by agency insurance carrier. Must have valid Texas driver's license, provide proof of insurance, and have adequate transportation.

Knowledge, Skills and/or Ability

• Strong customer service, communication, and interpersonal skills. Enjoys helping others; positive attitude; flexible.
• Ability to quickly master new computer applications; strong, accurate data entry skills; attention to detail.
• Ability to organize, multitask, prioritize, and work under pressure at times.
• Commitment to outstanding public service. Ability to function as a member of a team to achieve library goals and objectives.
• Knowledge of standard office practices and procedures. Proficiency in the use and maintenance of office equipment. Good phone etiquette skills and understanding of phone systems.
• Knowledge of legal and regulatory provisions governing U.S. Citizens and principals, systems, and operations related to the issuance of passports.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to establish appropriate professional rapport, communicating with courtesy and tact, accurately determine other's needs, collecting necessary information, and follow-through when requested.
• Knowledge of computing applications specifically Microsoft Office Suite (e.g., Word, Excel, Outlook, and PowerPoint), Adobe products, as well as database management systems
• Ability to handle expeditiously, accurately, and confidentially the rapid receipt of communications from all sourceswritten, email, voice mail, and one-on-one with attention to detail; able to act on own initiative while exercising reasonable judgment.
• Ability to communicate in an informative manner, effectively listen, and be able to handle escalating situations with concern and confidence. Ability to respond to common inquiries from Admin and staff, and the community.
• Ability to establish and maintain effective working relationships with fellow employees, other departments, and the public.

Must become a Certified Passport Acceptance Agent by the U.S. Department of State and Notary of Texas within the first month of employment. Must have US citizenship and ability to obtain any required clearance. Must be able to re-certify as PAA and as a Notary. Must be insurable by agency insurance carrier. Must have valid Texas driver's license, provide proof of insurance, and have adequate transportation.

WORKING CONDITIONS

The physical and mental demands in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The work principally involves sitting, with intermittent periods of stooping, walking, and standing. Duties are largely mental rather than physical, but the job may occasionally require minimal motor skills for activities such as moving objects, using office equipment, including but not limited to telephones, personal computers, handheld technology, and other office equipment. Visual demands require routinely reading documents for general understanding and analytical purposes and viewing a computer monitor.

Must effectively read and understand information contained in memoranda, reports, bulletins, etc.; must be able to comprehend and follow instructions. The job requires regular the operation, proficiency, and occasional troubleshooting of computers, general office equipment, and commonly used software. Information may often be urgent and/or confidential, posing the potential for stress and mental fatigue. The employee needs to recognize and respect the pressure under which other staff may be working. The employee also must exercise diplomacy and tact with staff and patrons.

The typical work environment for this job is in an office setting, interacting with a diverse group of people. The job requires the employee to be subjected to repetition, working with community partners, working alone, working away from the library, working around others, verbal contact with others, face-to-face contact, noise, inside and outside environments, mechanical equipment, and moving parts. The noise level is usually quiet to moderate but may occasionally get loud. Most of the work is performed indoors but some outdoor work may be expected.

This is a full-time position, requiring employee to work a 40-hour week. The job may require the employee to work a varied, flexible schedule, including days, evenings, and weekends. Position schedule is subject to change at any time at the discretion of management.

The job requires some travel for staff meetings, training, conference activities, attendance at community and business events, and travel between locations. Note: The description is illustrative of tasks and responsibilities. It is not all-inclusive of every task or responsibility.