CUSTOMER SERVICE AIDE (DHS)

Department

Division

Salary

Job Profile

Scheduled Work Days & Work Hours

Monday - Friday, 8:30 am - 4:00 pm

35 Hours - Standard

Restricted/Limited to the leave of the prior incumbent.

Job Requisition Number

Pay Grade

Classification

Class Definition

GENERAL STATEMENT OF DUTIES: Within the Department of Human Services(DHS), to perform a variety of customer service and clerical duties, including but not limited to: greeting and registering customers into the eligibility system; verify and/or change non-financial data collection information, producing digital copies of documents, ensuring the quality of original and digital copies of documents, filing and indexing digital copies; and to do related work as required.

SUPERVISION RECEIVED: Works under the general supervision of a superior with latitude to exercise independent judgment while following clearly prescribed procedures; general instructions are received at the beginning of each new task; detailed instructions are received asto performance of unfamiliar tasks; work is subject to review for accuracy and completeness and conformance to established policies and procedures.

SUPERVISION EXERCISED: Usually none.

ILLUSTRATIVE EXAMPLES OF WORK PERFORMED:

• Within the Department of Human Services (DHS), to perform a variety of customer service and clerical duties, including but not limited to: greeting and registering customers into the eligibility system; verify and/or change non-financial data collection information, producing digital copies of documents, ensuring the quality of original and digital copies of documents, filing and indexing digital copies.
• To verify and update customer address information in eligibility system.
• To perform receptionist duties such as greeting and directing customers, provide information of a routine nature and direct customers to proper staff for requested information.
• To direct and assist the public in the preparation of forms, records and the self-service portal located in DHS field offices.
• To prepare, verify, sort, batch and scan all documents for new and existing customers.
• To index and file scanned documents to new and existing cases for all programs.
• To retrieve calls and mail requested forms to customers.
• To organize, maintain, and/or purge files, documents, applications, and forms.
• To receive, retrieve, sort, date stamp inter-departmental mail, U.S. postal mail, papers, applications, forms, and any other documents and distribute mail and documents to appropriate destination.
• To enter, direct and process incoming information pertaining to all departmental programs.
• To scan in an organized fashion all applicable information in case records.
• To answer phones, take messages and transfer calls to offices or appropriate personnel.
• To operate office equipment such as scanning machines, copiers, calculators, and other office machines, as required, in the performance of clerical duties under conditions not requiring skilled operation of such equipment.
• To prepare requisitions, vouchers, claims and other records, forms or reports of a clerical nature related to fiscal activities which includes but is not limited to: time, leave, travel, appointment, payroll, personnel and other related records, forms and reports; indexing and filing records, forms, reports; proofreading of typewritten material; assembling, compiling, verifying and analyzing routine statistical data, including the preparation of tables and charts prescribed by a superior; coding of data to be used for mechanical tabulations; preparing, verifying, processing and maintaining other varied office records and reports.
• To perform duties in support of scanning operations at various DHS locations, excluding Central Scanning.
• To do related work as required.

REQUIRED QUALIFICATIONS FOR APPOINTMENT:

KNOWLEDGES, SKILLS AND CAPACITIES: A working knowledge of office practices; the ability to work independently or in collaboration with others in a team; the ability to adapt to changing tasks and sudden changes in priorities based on workflow; a demonstrated ability for attention to detail; proficiency working on computer equipment including multiple monitors; the ability to comprehend and carry out simple directions, both oral and written; basic computer skills and working knowledge of Microsoft Word and Excel are required to perform the duties; and related capacities and abilities.

EDUCATION AND EXPERIENCE:

Education: Graduation from high school or high school equivalency (GED); and

Experience: Employment in a position involving the performance of simple routine repetitive clerical work.

Supplemental Information

Benefits

For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.
 

Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.