Job Details
Salary : $29,721.00 Annually
Location : Nashville, NC
Job Type: Full Time
Job Number: 2024-00045
Department: Department of Social Services
Opening Date: 05/09/2024
Closing Date: Continuous
General Statement of Duties
The major purpose of this position is to direct clients/visitors to the correct programs and/or services within the agency or to outside programs and/or services within the agency or to outside community resources. Must have a general knowledge of other community agencies in order to refer person correctly when their request is beyond that of the Department of Social Services. Ensure that clients/visitors that request services of the agency receive the proper attention and guidance in the utmost courteous, direct, expeditious and professional manner. This position will also be required to assist with incoming phone calls which includes receiving calls, logging client contact in NC Fast and resolving issues via phone calls. Must be well aware of hierarchy of decision making to route clients/visitors to the most appropriate person. Requires the ability to make judgement and decisions in order to make appropriate responses and referrals under pressure and during volatile situations.
This position requires logging client contact into NC FAST, as well as scanning in documents provided by the clients.
Essential Duties and Tasks
PUBLIC CONTACT
1. This position has the potential to have contact with all staff and units within the agency.
2. This position must adhere to the strict confidentiality rules enforced by the agency.
3. This position must adhere to the strict rules and guidelines to maintain compliance with Alexander vs. Flaherty regulations.
4. Intense visual attention and mental concentration are necessary in this position to maintain order in the lobby's waiting area.
5. Must be familiar with the agency's security regulations to assure safety of self and others.
6. This position daily obtains the client/visitor disposition so that the associated logs will be complete and precise.
7. This position is required to take messages and relay to the worker if requested by client.
8. This position relays messages to the client per worker when requested and necessary.
9. This position must make judgement calls when referring clients to prevent workers from interviewing intoxicated, hostile and violent clients.
10. This position must make decisions to have security and/or law enforcement called to remove disruptive clients.
11. This position must explain to clients when they cannot be seen due to worker unavailability.
12. This position must communicate in person and via telephone with people of different economic and social backgrounds and levels. Requires the ability to maintain an effective working relationship with co-workers, supervisors, clients, articulate and concise statements and respond to questions with accurate information. Messages taken must be taken accurately and delivered timely. This position must be able to display patience and listen effectively. Work flow must be coordinated with agency staff to ensure clients are processed and interviewed timely. Must keep abreast of rules and regulations regarding local Department of Social Services, confidentiality, state and unit procedures.
Failure to process clients effectively can create community (clients, taxpayers, employers, etc.) dissatisfaction of agency's performance. It is imperative that this position maintains excellent public relations.
OFFICE EQUIPMENT OPERATION
Copy machines, computers, scanners, telephone, switchboard, calculator.
MAIL
All mail left by clients/visitors at the reception desk is date stamped, logged into NC FAST, scanned into the appropriate drive and put in the worker's box.
SUPERVISION RECEIVED
This position is directly supervised by the Administrative Assistant I for Income Maintenance Quality Control. Individual conferences and monthly staff (unit) meetings are held with supervisor.
RESOURCE AND GUIDELINE AVAILABILITY
This position has ready access to a supervisor for questions and concerns. The employee can always also refer to the Nash County Personnel Policy. Training for this position includes oral and written instructions, as well as hands on training to include training in NC FAST. Supervisor and/or Staff Development staff provides on-going training for this position. Supervisor provides monitoring and consultation to ensure work flow and environment is progressive.
OTHER
1. This position requires employee to work under stressful conditions (high volume of client flow and telephone communications), clients with communicable, social and infectious diseases, mental instability, previous incarcerations, estranged spouses, hostile, disruptive and impatient clients. Also, the stress of having to ask some clients to return due to worker unavailability or shortage of staff and these clients have an urgent need in their opinion and often shout words of threat and profanity to the receptionists. This position endures this stress daily.
2. This position must work with clients throughout the day repetitively by using computers, telephone and frequent visits to their desk from the client.
3. Occasionally will provide colleague training at request of supervisor.
4. Attends meetings, workshops, and seminars as requested by supervisor, manager and/or director.
5. Employee will be expected to work in emergency shelters and/or perform related disaster tasks and perform other reasonable tasks requested by their immediate supervisor.
PERCENTAGES OF TIME BY FUNCTIONAL AREA & RANK OF IMPORTANCE
Ranked 1: Public Contact (87%)
Ranked 2: Office Equipment Operation (10%)
Ranked 3: Logs (1%)
Ranked 4: Mail (1 %)
Ranked 5: Other (1%)
Knowledges, Skills and Abilities
1. Ability to deal with the public. Able to refer clients to the correct agency workers and outside resources. Effective listening and communication skills.
2. The employee shall possess a working knowledge of the job in six (6) months. However, for the employee to become fully able to perform the duties, responsibilities and expectations of this position can take as long as one (1) year.
Desirable Education and Experience
MINIMUM TRAINING AND EXPERIENCE
Graduation from high school and demonstrated possession of knowledges, skills, and abilities gained through at least one year of office assistant/secretarial experience; or an equivalent combination of training and experience.
NC Fast experience and customer service experience is preferred.
INSURANCE PROGRAMS
Group Health Insurance
Nash County provides full time and part-time benefit eligible employees working 30 plus hours per week with Health Insurance coverage with the North Carolina State Health Plan
Included in each selection is:
- Preventative Care Coverage
- Prescription Coverage
- Chiropractic Coverage
Health Insurance may become effective for employees the first day of the month following employment.
Group Dental InsuranceNash County provides full-time and part-time regular employees working 30 plus hours per week. Dental Insurance becomes effective for employees the first day of the month following the 30th day of employment.
Group Life InsuranceNash County provides term Life Insurance for full-time and part-time regular employees working 30 or more hours per week.
Life insurance is paid for you by Nash County and pays your beneficiary one time your annual salary not to exceed $200,000 in the event of your death. Accidental death and dismemberment coverage is also provided.
Life Insurance becomes effective the first day of the month following 30 days of employment. Voluntary supplemental term life insurance coverage for you, your spouse or your dependent children is also available - please see the Human Resources Department for more details.
Short Term Disability InsuranceNash County provides active full-time regular employees working 30 plus hours per week the option to purchase Short Term Disability Insurance.
Short Term Disability Insurance may cover up to 70% of an employee's monthly salary with a maximum of $2,000 per month, in the event of an injury or illness, for up to 13 weeks.
FINANCIAL PROGRAMS RetirementMembership in the North Carolina Local Government Employees Retirement System is a requirement for all regular full-time and regular part-time employees. Employees contribute 6% of their annual compensation before it is taxed. If you leave County service before retirement, you may withdraw your retirement contributions or elect to freeze your contributions in anticipation of future local government employment. If you have 5 years of service, you are 100% vested in the NCLGERS.
NC401(k)The NC401(k) supplemental retirement program is available to regular full-time and regular part-time employees. The County establishes this 401(k) account for each eligible employee and makes a 5% contribution based on monthly earnings. Employees may elect to make voluntary contributions through payroll deduction.
457 Deferred CompensationThe 457 Deferred Compensation program is available to regular full-time and regular part-time employees through payroll deduction. Deferred compensation is a voluntary investment plan to supplement retirement income and to defer taxable income.
Special Separation AllowanceThe Separation Allowance is available to law enforcement officers between the ages of 55 and 62 years that are eligible and retire under the provisions of the NC Local Government Employees Retirement System.
125 Flexible Benefit PlanFlexible Spending Account options are available to regular full-time and regular part-time employees who wish to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. The Flex Convenience Card program gives you instant access to your account funds.
- Health Care Spending AccountSection 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible health care expenses.
- Dependent Care Spending AccountSection 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible dependent care expenses.
Direct DepositDirect Deposit is a condition of employment for all employees. Deposit of your paycheck will be made to checking or savings accounts in a bank of your choice.
Credit UnionLocal Government Federal Credit Union membership is available to all employees. Once you join, you can remain a member for as long as you choose. Immediate family members such as spouse, children, stepchildren, brothers, sisters, and parents can all become members.
Employees of both the Departments of Social Services and Public Health are eligible to join the State Employees Credit Union.
LEAVE PROGRAMS Vacation LeaveFor regular full-time County employees, vacation leave accrues based on length of service. Regular part-time employees accrue prorated vacation leave based on a percentage of the full-time benefit.
Sick LeaveFor regular full-time County employees, sick leave accrues at 8.0 hours per month. Regular part-time employees accrue prorated sick leave based on a percentage of the full-time benefit. Your unused sick leave balance can be applied as creditable service toward a service retirement under the guidelines of the NCLGERS.
HolidaysThe policy of the County is to follow the holiday schedule as published by the State of North Carolina each year.
The following holidays are observed:
- New Year's Day,
- Martin Luther King, Jr. Day,
- Good Friday,
- Memorial Day,
- Independence Day,
- Labor Day,
- Veteran's Day,
- Thanksgiving Day and the day after, and
- Three (3) days at Christmas.
Military LeaveAnnual Training - Reserves and National Guard -Ten paid workdays per fiscal year.
Active Duty - Reserves and National Guard - Ten paid workdays upon activation.
Civil LeavePaid leave is provided to full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof.
Family Medical Leave ActFederal law provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, to an eligible employee for qualifying events. These events can include birth or adoption, and serious illness of an immediate family member, or of the employee.
OTHER PROGRAMSEmployee Assistance Program (EAP)The Employee Assistance Program is open to all employees and their dependents. It is a confidential service provided at no cost to the employees of the County. EAP provides certified counselors who administer assessment and brief therapy to employees who want help with a variety of personal and work-related issues such as stress, parenting concerns, grief, alcohol/drug use, family problems, financial concerns, and work-related problems.
Wellness Center and TelemedicineWe believe that staying healthy is inclusive of exercising regularly and taking care of your physical body. Nash County has a Wellness Center, which consists of various exercise equipment and videos, open to all full and part-time employees.
All full-time employees also have access to telemedicine through Teladoc. Teladoc treats conditions like allergies, sore throats, asthma, and more. Doctors are available by phone or video 24/7 from wherever you are. They are available to diagnose symptoms and send a prescription if needed.
NOTICE OF PRIVACY PRACTICESThe benefits offered by Nash County are subject to change. In the event there is a conflict between the above contents and Nash County policies and/or a State or Federal statute, the policy/statute shall control. Plan documents will govern benefits plans should there be a conflict with this information. They are not held out to any employee as part of any contractual agreement. Benefits, policies, and procedures are subject to change or termination at any time.
Information provided on this site is for informational purposes only. Actual provisions of each plan will be provided on the certificate of coverage as part of the Summary Plan description.
Nash County is an Equal Opportunity Employer/ProviderIn accordance with Federal civil rights law and the U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs).
Remedies and complaint filing deadlines vary by program or incident. Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA's Target Center at (202) ###-#### (voice and TTY) or contact USDA through the Federal Relay Service at (800) ###-####.
Additionally, program information may be made available in languages other than English. To file a program discrimination complaint, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at filing cust.html and any USDA office or write a letter addressed to USDA and provide in the letter all of the information requested in the form.
To request a copy of the complaint form, call (866) ###-####. Submit your completed form or letter to USDA by:
1. mail: U.S. Department of Agriculture
Office of the Assistant Secretary for Civil Rights
1400 Independence Avenue, SW
Washington, D.C. 20250-9410;
2. fax: (202) ###-####; or
3. email: ...@usda.gov
USDA is an equal opportunity provider, employer, and lender.
01
Which best describes your level of education?
- No GED and no High School Diploma
- GED or High School Diploma
- Some college
- Associates Degree
- Bachelor's Degree
- Master's Degree
- Doctorate's Degree
02
Have you had training and experience working with the NC Fast software system?
03
If so, date completed.
04
How many years of office assistant or secretarial experience do you have?
- No Experience
- 0 - 2 years
- 2 - 5 years
- 5+ years
05
How many years of customer service experience do you have?
- No experience
- 1-2 Years
- 2-5 Years
- 5 or more years
06
Employees are expected to work in emergency shelters and/or perform disaster related tasks.
07
Your application must illustrate all relevant education and experience you have acquired in the last 10 years, to include any gaps you have had between employment (gaps in employment MUST be documented under the work experience section of the application). Failure to complete the "Work Experience" & "Education" sections of the application may result in your application not being considered. A resume will not be considered in determining your qualification for this position.
- I have read and complied with the above statement
- I have not read this information
Required Question