Human Services Assistant II- Front Desk

Title Description-

Human Services Assistant II represents the full performance level in the occupational group for Human Services Assistants. Employees provide a variety of services while working in one or more program areas performing responsible administrative and technical work in support of agency clients. Human Services Assistant II is distinguished from

Human Services Assistant III by the latter’s serving as a screener and the initial point of contact for the clients seeking benefits and/or services. General Work Tasks (Illustrative Only) – Benefit Programs: Operates various computer systems to conduct searches for initial applications, renewals and re-certification and/or to update information; Provides information and assists clients with completing applications, etc.; Answers incoming calls and responds to inquiries; Provides case management support to the Human Services Specialist staff; Prepares and mails correspondence; Provides information and referrals and verifies information as required for other community resources; Provides written and/or oral documentation regarding client contacts, verification letters, and other situations; Sets up case files, typing or labeling case files, and completing forms; and Assists in the preparation of periodic, special and other reports. Child Protective Services and/or other Social Work Programs: Follows up with referrals to ancillary agencies; Provides services for identified client needs (i.e. identifies benefit needs and makes appropriate referrals); Documents client contact in appropriate record; Completes various forms; Updates information in various computer systems; Provides direct administrative support to Social Workers such as transcription, typing, pulling files, ordering supplies, and creating forms; Researches and purges case records; Prepares and maintains manual and computer schedules/alerts; Provides training to staff on inputting data into social work systems; Conducts adoption searches via court records, library, agency files, Internet, city directory, and makes contact if a match is found; Transports family members and program participants to appointments; Mentors and supports the biological parents of foster care children as well as the children and foster families; Testifies in court when subpoenaed; and Acts as a liaison between Social Workers and school representatives, etc. Knowledge, Skills, and Abilities: Knowledge-

Working knowledge of: agency’s computer systems and software; principles and processes for providing customer and personal services; human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; and mathematics. Some knowledge of regulations, policies, and procedures of the assigned program area as related to assisting the clients; may require some knowledge of counseling terminology and practices. Skills- Skill in: operating a variety of automated office equipment to include calculator, fax/copier; and the use of computer-driven word processing, spreadsheet, graphics and file maintenance programs. Abilities-

Demonstrated ability to: read and interpret documents such as State and local policies and procedure manuals; prepare special reports and correspondence; communicate effectively both verbally and in writing; perform calculations; solve practical problems; interpret a variety of instructions furnished in written, oral, diagram, or schedule form; work well with others and resolve conflicts with employees, clients and citizens; effectively apply acquired knowledge of human behavior and social functioning; recognize basic needs of clients; exercise good judgment, tact and resourcefulness in meeting problems and situations; instruct clients in a variety of direct-care techniques; maintain confidential records and materials; plan, organize, and prioritize daily tasks; use correct spelling and basic grammar; and interview and elicit needed information from clients.

Education and Experience-

High school diploma supplemented with post-secondary coursework in subjects such as social work, human services, gerontology, or one of the social or behavioral sciences, business or related field, and relevant work experience in public administrative support work OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Responsibilities