Serves as the first point of contact to the public. Responsible for obtaining information and directing the general public and clients to the appropriate resource.
An employee in this class is responsible for providing information in person and by telephone in response to public inquiries made, including identification, location and general responsibilities of organizations, functions, programs, activities, operations and personnel of agencies and offices. The employee may also explain program policies and procedures to the general public and resolve complaints. Work is performed under the general supervision of a supervisor in the assigned department and is evaluated through observation, conferences, quality and effectiveness of work completed and feedback from customers who are served.
DUTIES and RESPONSIBILITIES:
- Applies knowledge of all agency programs and services in order to determine clients’ needs and appropriate assistance.
- Responsible for analyzing information being presented by the client and determines what program application is needed.
- Applies independent judgment in assessing if the client is limited physically and/or mentally and adapts the manner in which the information is presented and obtained.
- Evaluates potential threat to the agency.
- Prepares marketing materials to help ensure public awareness of activities, events, etc.
- Schedules a variety of facilities for use by the general public.
- Coordinate with various departments as needed to accomplish assigned tasks.
- Greets and registers participants for activities; enters information into database.
- Assists in developing activities and programs; coordinates and oversees cooperative programs with outside agencies.
- Serves as the Department or Division receptionist.
- Assists in the preparation of the annual budget.
- Distributes information to the news media about activities, events, policy changes, etc.
- Establishes new customer utility accounts.
- Prepares daily deposits and reconciles cash drawer; generates reports from collections, registrations, rentals, etc.
- Prepares a variety of correspondence, reports and processes incoming and outgoing mail.
- Scans documents in the Laser Fiche system.
- Assists other staff in performing associated functions as needed.
KNOWLEDGES, SKILLS and ABILITIES:
- Significant knowledge of office or work unit procedures, methods and practices.
- Significant knowledge of and ability to use correct grammar, vocabulary, spelling and office terminology to compose and/or proofread correspondence, reports and other materials.
- General knowledge of standard office procedures, practices and equipment.
- General knowledge of personal computer operation and associated software.
- Ability to learn and independently apply laws and departmental rules and regulations covering programs and services.
- Ability to review and process information to determine conclusions, actions and compliance with applicable laws, rules or regulations.
- Ability to record, compile, summarize and perform basic analysis of data.
- Ability to independently work with people with courtesy and tact in performing public contact duties that may be sensitive in nature.
- Ability to understand and follow oral and written directions.
- Ability to follow detailed work procedures.
- Ability to establish and maintain effective working relationships with associates and the general public.
- Ability to use of a variety of office equipment.
- Ability to create and maintain accurate records, reports and files.
- Ability to communicate effectively in oral and written forms.
EDUCATION and EXPERIENCE:
Graduation from high school and demonstrated possession of knowledge, skills and abilities gained through at least two years of office assistant/secretarial experience; or an equivalent combination of training and experience.
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