Douglas County Colorado

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Human Services Clerk (Customer Service Representative)

at Douglas County Colorado

Posted: 10/10/2019
Job Status: Full Time
Job Reference #: 2598014
Keywords: clerical, office

Job Description

Overall Job Objective


The Customer Service Representative (CSR) CSR is responsible for providing accurate and complete information and service to customers. This includes receiving information/documentation both verbally and written from customers and appropriately taking action and providing response back to customers.  This position heavily involves use of computers to gather data to answer questions and then also with providing response or next steps for customers. All CSR work is performed in a fashion which supports the mission, vision and values of the Douglas County Department of Human Service (Department). Spanish/English speaking bilingual required for this vacancy.

Puppy Time!  Douglas County Human Services promotes self-care and resiliency; watch and see!

This position is posted as open until filled, review of applications will begin immediately and continue until a suitable candidate is selected.

Examples of Duties


  • Greets visitors and customers to the office, makes appointments and issues visitor badges/maintain visitor log book.
  • Maintains lobby area in a neat, professional environment and ensures appropriate information is available in lobby area.
  • Responds to walk-in and telephone inquiries, assesses situation, and provides accurate information to the customer.Provides information to customers in a courteous, polite and professional manner.Obtains assistance from the assigned Case Specialist or Supervisor as appropriate and in accordance with established policies and procedures.
  • Responds to walk-in and telephone inquiries, assesses situation, and provides accurate information to the customer.Provides information to customers in a courteous, polite and professional manner.Obtains assistance from the assigned Case Specialist or Supervisor as appropriate and in accordance with established policies and procedures.
  • Responds to requests for applications for services by establishing appointments, sending out application packets, making referrals, and advising customers of information needed to facilitate services.Scans applications and any other documents into an electronic content management system.And, accurately tasks applications and other documents to fulfill customers need or request.
  • Records in one or multiple computer systems (State or County) related case file information.
  • Provides administrative/clerical assistance to case specialists/supervisors as needed.
  • Initiates follow-up case status calls to customers as required.
  • Maintains confidentiality and security of case information.
  • Performs other duties as may be assigned by management.
  • Answers the main phone number (which may include multiple lines), and forward calls appropriately.
  • Answers questions on the phone and limit, to the greatest extent possible, forwarding calls or inquiries.
  • Give directions, provide referrals, and schedule appointments.
  • Enter case comments in State or County systems as appropriate.
Mail Processing
  • Prints, inserts correspondence into envelopes for mailing; meters and delivers outgoing mail daily; making sure mail bins are ready for daily pick-up.
  • Opens, date stamps, documents and/or takes appropriate action on incoming mail accurately and within established time frames.
  • Monitors facsimile machine and distributes faxes periodically throughout each day; maintains paper supply in copiers and facsimile machines.
  • Monitors "drop box" for client mail periodically throughout the day and at the end of each day; assuring that each item received is date stamped/recorded on the day received.
  • Make copies of forms or materials as requested.
  • Redact documents as needed.
  • Mail or email out forms and materials as requested.
  • Order forms and materials as requested, maintain a reasonable on-hand amount of materials.
  • Order, store and distribute supplies and needed.Maintain a reasonable on-hand amount of supplies.
  • Coordinate with County Purchasing or copier vendor for service issues, after attempting to resolve independently.
  • Assist with maintenance of internet and intranet pages, and the Department's resource or informational brochures.
  • Provide voter registration information, and complete and submit the monthly and quarterly reports.
  • Schedule interpretation services for clients as needed.
  • Enter case comments/notes in State and County systems as appropriate.
  • Schedule Administrative Hearings with Court and Department staff as appropriate.
  • File documents with the Courts are needed.
  • File documents for Department staff as needed.
  • Organize work spaces and file rooms as needed.Shred documents only as specifically instructed by Department staff.
  • Take notes at meetings and prepare minutes as requested.
Issuance of Benefit Cards
  • Issue Benefit Cards to customers as appropriate and in accordance to the policy, procedures and protocols of the Department.
  • For all electronic benefit transfer (EBT) card issuance, the Customer Service Representative will be subordinate to the Department's EBT Supervisor or EBT Manager.Thus, all training, coaching and supervision will come from the Department's EBT Supervisor or Manager.
  • This position will refer all EBT related incidents to the Department's EBT Supervisor or EBT Manager.
  • Immediately report all conflict of duties.
Cash Management
  • Must be able to accept payments (cash, check or money orders), provide a receipt, scan or copy as appropriate and make system notes as required.
  • When opening mail at any office, all staff must be able to complete the log, scan or copy as appropriate, and make system notes as required, the same day when checks are received.
  • For all payments made online, all staff must be able to answer questions about the process, and forward questions or concerns to the appropriate Department staff.

Other duties as assigned.

SUPERVISION RECEIVED:  The CSR closely supervised from both the CSR Supervisor and the EBT Supervisor. 
INDEPENDENT JUDGMENT:  Work is primarily directed although occasionally acts independently.

Minimum Qualifications

High school Diploma or GED. Requires 1-2 years customer related experience.  Human Services experience preferred.

  • General knowledge of all human service program areas and manner of service delivery.
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Ability to work with the public in a courteous and professional manner.
  • Ability to appropriately respond to direction and to work effectively with other staff.
  • Ability to perform comfortably in a fast-paced, at times emotional charged, deadline-oriented environment.
  • Ability to successfully execute many complex tasks simultaneously; with ability to work as a team member, as well as independently.
  • Basic to intermediate computer skills are required.


  • Practices active listening skills to determine the nature of customer inquiries.
  • To provide a calming/stabilizing presence to staff enabling work to be effectively performed.

The ability to successfully complete pre-employment testing including but not limited to: reference checks, criminal background (including fingerprinting through a national database) and drug screen is required. This position will require bilingual proficiency testing.

Supplemental Information

Physical Work Environment: 
The work environment is typical of an office environment.  The noise level in the work environment is moderate to noisy. 
Physical Demands: 
Job requires long periods of sitting, typing, talking and looking at a computer screen.  Also, may require extended periods of wearing a headset style phone.  Must be able to lift up to 20lbs.
Material and Equipment Directly Used: 

  • Multi-line phone system and integrated computer software. Computer programs used include but not limited to: Outlook e-mail, Microsoft excel, Microsoft Word, phone manager program and state human service computer systems.
  • Copy machine, fax and postage machine.
In the event of an emergency/disaster in or near the County, all County employees are expected to make every effort to be available to assist the County Manager, Elected/Appointed Officials and Department Directors to ensure the continued operation of any and all necessary County functions.  This may mean being available to perform additional duties and hours beyond what is normally required.  In the event that an exempt employee does work more than 40 hours a week in support of County operations during an emergency, such employee may receive overtime or other appropriate wage compensation in accordance with existing County policies or at the discretion of the County.