Client Services Coordinator I

2 weeks ago

Charleston, West Virginia, United States City of Roanoke, Virginia Full time
Position Overview:

Role Summary

The City of Roanoke is in search of a Client Services Coordinator to serve as a guide for individuals seeking social service benefits within Virginia. This role involves welcoming clients and directing them to the appropriate self-service areas, applications, forms, and case workers. The ideal candidate will address routine inquiries regarding procedures and policies, assist in identifying suitable programs based on individual needs, maintain a daily log of visitors, and evaluate applications for public assistance using local, state, and federal information systems. Responsibilities also include preparing, scanning, and ensuring the quality of documents being transitioned to electronic formats. Additional tasks encompass ensuring proper transfer and indexing of images, organizing and filing records, managing incoming mail, conducting research, monitoring applicant activity across various computer systems, generating statistical and fiscal reports, and addressing complaints in accordance with established policies. Proficiency in computer skills, including keyboarding and familiarity with Microsoft Office Suite, is essential. A High School diploma or GED is required, along with one to three months of relevant experience in a clerical setting, or an equivalent combination of education and experience. Bilingual candidates, particularly those fluent in Spanish and English, are encouraged to apply.

The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.

We are dedicated to enhancing organizational performance by valuing and embracing the diverse backgrounds and perspectives of our employees. Our commitment to open communication and continuous learning fosters an inclusive work environment that delivers exceptional service and contributes to a vibrant community.

This position is classified as non-exempt.

Key Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

- Answer phone calls, provide information, and direct inquiries to the appropriate staff or community resources.
- Act as a lobby greeter, welcoming and directing visitors to the correct area.
- Serve as a lobby navigator, assisting visitors with the online application system.
- Respond to inquiries regarding procedures and policies, determining suitable programs and services based on client needs.
- Maintain an electronic log of incoming visitors to the department.
- Organize and file documents alphabetically, numerically, or by other established methods.
- Set up and manage files, purging records in accordance with state retention schedules.
- Copy and distribute documents as needed.
- Open, sort, date stamp, and distribute incoming mail.
- Type correspondence, memos, reports, and forms from written source documents.
- Scan documents and perform quality assurance checks on images using document imaging systems.
- Conduct research and monitor applicant activity in various computer systems.
- Log statistical or fiscal data in various formats to generate reports.
- Verify forms, records, reports, applications, and other materials for accuracy and completeness.
- Address and resolve complaints in line with established policies and procedures.
- Manage stockroom inventory, order supplies, restock shelves, and update inventory records.

Research and assign electronic transfers from other localities as needed.

SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE
A high school diploma or GED; or one to three months of related experience and/or training; or an equivalent combination of education and experience.

LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
REASONING ABILITY
Ability to apply common sense understanding to carry out detailed but uncomplicated written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS
None

SPECIAL REQUIREMENTS
None

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

This job description is intended to provide a general overview of the position and does not encompass all duties and responsibilities associated with the role.

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