Summary
Overview
Work History
Education
Skills
Certification
References
Special Recognition
Work Preference
Timeline
Generic

Antionette Allen

Hemet

Summary

Office professional with extensive experience in eligibility determination and customer service at Riverside County DPSS. Proficient in Microsoft Excel and skilled in managing confidential records, ensuring compliance with regulations. Known for improving workflow efficiency and accuracy in documentation, fostering strong relationships with clients and colleagues.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Office Assistant III

Riverside County DPSS Child Services Division
Hemet
10.2021 - Current
  • As an office assistant III, my primary duties are primary live scan operator, back-up receptionist with a high call volume, greet all incoming customers and clients with scheduled visits.
  • I am the back-up for all incoming referrals from intake.
  • With this task I am responsible for research of each referral in CWS/CMS, CTS, and SharePoint prior to issuing the referral to the appropriate assigned social worker.
  • I am responsible for logging each referral to the appropriate assigned social worker.
  • I am responsible for logging each referral into SharePoint, requesting files from closed files in CTS if needed.
  • I am a back-up live scan operator and back-up duties also include, typing, filing, sorting, maintaining & processing materials & records.
  • I maintain confidential informational or operational records related to Customer files, emergency response referral updating reports, logging & data entry, processing all certified mail, completing monthly and annual RE’s for Foster Care.
  • Bus Pass distributions and reports, updating daily, weekly and month end reports.
  • Research loose paperwork & requesting files as needed.
  • The copy of grievance files.
  • Responsible for Case Assignment Desk (CAD), which includes reviewing and assigning referrals to social workers in the CWS/CMS computer system.
  • Primary vehicle dispatcher for the region, which includes dispatching county vehicles for maintenance and cleaning, and maintaining tracking log.
  • Access and distribute confidential toxicology results in multiple formats for social workers.
  • Drug test referral faxing and site contacting.
  • Assist office staff with requesting and dispersing closed files and referrals through the case tracking system (CTS).
  • Maintain multiple tracking logs utilizing Microsoft Excel.
  • Contact and communicate effectively with other departments, agencies, and individuals for additional material when needed.
  • Crosstrain other staff.

Eligibility Service Clerk

Riverside County DPSS Hemet Self Sufficiency
Hemet
04.2019 - 10.2021
  • I serve as a CF/GA interviewer and backup receptionist when needed check clients into reception log or Q & A; as a secondary responsibility, may serve in triage as I prescreened applicants for, and recipients of one or more aid categories, to assist them in the completion and clarification of the application and declaration forms upon which eligibility decisions are based.
  • Conduct such interviews in the Department of Public Social Services, by phone, or in the office interview booths; obtain pertinent information concerning such items as income, property, other financial resources, and financial obligations/debts from applicants and recipients.
  • Obtain additional information to resolve discrepancies in the applications and declarations by telephone, correspondence, or personal interviews.
  • I conduct pre-screening and other interviews with applicants and clients, I provide applicants standard forms and request that routine verifications be returned with completed forms; reviewed forms for completeness when returned by the applicant; may assist clients with completing application forms for financial assistance.
  • Bring discrepancies to the attention of the eligibility or social worker responsible for the case; files required forms and verification in an established filing order.
  • Record verifications of birth, income, property, and other required information according to standard procedures.
  • I image and index selected queues for assigned units in Hemet Self Sufficiency Departments.
  • I confer with the Supervisor to interpret new and revised Public Assistance or social services legislation that impact the determination of benefit assistance.
  • I also review existing DPSS policies and procedures of an Eligibility Service Clerk.
  • Review a variety of reports, forms, and records for accuracy, completeness, and compliance with applicable ordinances; answers questions involving searching for and summarizing technical data, laws, policies or procedures.
  • Determine eligibility in accordance with established procedures; dictate or record information for case records.
  • Interpret program regulations and other pertinent material to applicants, recipients, and the general public.
  • Maintain a focus on meeting the needs of internal and external customers; develop and maintain effective relationships with others; relate well to people from varied backgrounds and in different situations; show understanding, courtesy, tact, empathy, concern, and politeness.
  • Obtain necessary information during phone and in-person interviews by establishing rapport, explaining the purpose of the interview, responding to customer concerns/questions, and/or asking appropriate follow-up questions.
  • Write information, using accurate grammar, in a manner that is clear and well organized, and follows a logical progression to ensure the writing is tailored to the intended audience or purpose.
  • Use external systems, applications, MEDS search engines, and databases, including web browsers and web-based information systems to conduct research in order to determine and/or verify eligibility.
  • Reviewed and recorded accurate information provided by customers on their SAR 7 reports, for the assigned workers to process.

Eligibility Service Clerk

Riverside County DPSS La Sierra Self Sufficiency
Riverside
06.2017 - 04.2019
  • I prescreened applicants for, and recipients of one or more aid categories, to assist them in the completion and clarification of the application and declaration forms upon which eligibility decisions are based; conduct such interviews in the Department of Public Social Services, by phone, or in the office interview booths; obtain pertinent information concerning such items as income, property, other financial resources, and financial obligations/debts from applicants and recipients.
  • Obtain additional information to resolve discrepancies in the applications and declarations by telephone, correspondence, or personal interviews.
  • I conduct pre-screening and other interviews with applicants and clients, I provide applicants standard forms and request that routine verifications be returned with completed forms; reviewed forms for completeness when returned by the applicant; may assist clients with completing application forms for financial assistance.
  • Bring discrepancies to the attention of the eligibility or social worker responsible for the case; files required forms and verification in an established filing order.
  • Record verifications of birth, income, property, and other required information according to standard procedures.
  • I image and index selected queues for assigned units in La Sierra Self Sufficiency Departments.
  • I confer with the Supervisor to interpret new and revised Public Assistance or social services legislation that impact the determination of benefit assistance.
  • I also review existing DPSS policies and procedures of an Eligibility Service Clerk.
  • Review a variety of reports, forms, and records for accuracy, completeness, and compliance with applicable ordinances; answers questions involving searching for and summarizing technical data, laws, policies or procedures.
  • Determine eligibility in accordance with established procedures; dictate or record information for case records.
  • Interpret program regulations and other pertinent material to applicants, recipients, and the general public.
  • Maintain a focus on meeting the needs of internal and external customers; develop and maintain effective relationships with others; relate well to people from varied backgrounds and in different situations; show understanding, courtesy, tact, empathy, concern, and politeness.
  • Obtain necessary information during phone and in-person interviews by establishing rapport, explaining the purpose of the interview, responding to customer concerns/questions, and/or asking appropriate follow-up questions.
  • Write information, using accurate grammar, in a manner that is clear and well-organized, and follows a logical progression to ensure the writing is tailored to the intended audience or purpose.
  • Use external systems, applications, MEDS search engines, and databases, including web browsers and web-based information systems to conduct research in order to determine and/or verify eligibility.
  • Reviewed and recorded accurate information provided by customers on their SAR 7 reports, for the assigned workers to process.
  • Cleared and journal IEVS, SAVE Reports for the CF units for IDT.
  • Cleared images and task reports in the intake and continuing caseloads.
  • Assisted in a Special Project Mailing Out Pink Appointment Letters during the months of July (365 letters), August (483 letters), September (507 letters) and due to the positive attendance will continue the procedure.
  • I prescreened applicants for General Assistance Program (GA) a program that provide support and relief to indigent persons and those incapacitated by age, disease or an accident when those persons reside lawfully in the County and are not supported by relatives or friends, their own meals or state hospital or other state or private institutions, to assist them in the completion and clarification of the application and declaration forms upon which eligibility decisions are based.

Eligibility Service Clerk

Riverside County DPSS-La Sierra Triage
Riverside
11.2015 - 04.2017
  • Interview applicants for, and recipients of one or more aid categories, to assist them in the completion and clarification of the application and declaration forms upon which eligibility decisions are based; conduct such interviews in the Department of Public Social Services, by phone, or in the office interview booths; obtain pertinent information concerning such items as income, property, other financial resources, and financial obligations/debts from applicants and recipients.
  • Obtain additional information to resolve discrepancies in the applications and declarations by telephone, correspondence, or personal interviews.
  • Determine eligibility in accordance with established procedures; dictate or record information for case records.
  • Interpret program regulations and other pertinent material to applicants, recipients, and the general public.
  • Maintain a focus on meeting the needs of internal and external customers; develop and maintain effective relationships with others; relate well to people from varied backgrounds and in different situations; show understanding, courtesy, tact, empathy, concern, and politeness.
  • Obtain necessary information during phone and in-person interviews by establishing rapport, explaining the purpose of the interview, responding to customer concerns/questions, and/or asking appropriate follow-up questions.
  • Write information, using accurate grammar, in a manner that is clear and well-organized, and follows a logical progression to ensure the writing is tailored to the intended audience or purpose.
  • Use external systems, applications, MEDS, search engines, and databases, including web browsers and web-based information systems to conduct research in order to determine and/or verify eligibility.
  • Maintain a caseload of newly assigned applicants by using the tasks and templates to manage documents associated with eligibility process.
  • Compute amount of grant authorized and perform other similar required computations.
  • Prepare and maintain other documents associated with the eligibility determining process.
  • On the basis of observation, or of needs expressed by applicant orally or in specified locations on the applications and declaration forms, refer all applicants and recipients who appear to need social services to designated social work staff members after completing the appropriate referral forms.
  • Imaged and Indexed documents provided by the customers, set task to the workers of documents status.
  • Assisted in Medi-cal Special Projects (Tax Household Project) for the La Sierra and Jurupa offices, Clearing IEVS, SAVES, TASKS Project.
  • Assisted customers from other Counties in contacting and requesting EBT cards to be printed in Riverside County.
  • Requested immediate needed BIC cards and mail outs.
  • As a special project created new resource listings for Riverside County.

Office Assistant II

Riverside County DPSS-Hemet Self Sufficiency
Hemet
03.2014 - 11.2015
  • I provide applicants standard forms and request that routine verifications be returned with completed forms; review forms for completeness when returned by the applicant; may assist clients with completing application forms for financial assistance.
  • I image and index selected queues for assigned units in Hemet Self Sufficiency Department.
  • Give information to the public or interdepartmental representatives in situations where judgment and interpretation of departmental policies and regulations are required.
  • I confer with the Supervisor to interpret new and revised Public Assistance or social services legislation.
  • I serve as a greeter and check clients into reception or Q & A; as a secondary responsibility, may operate a telephone switchboard.
  • Understand the capabilities and applications of information processing equipment considering the requirements of the unit, use initiative and judgment in setting up formats for a variety of documents; provide guidance to and train staff; proof and correct copy into acceptable final form; store and retrieve a variety of documents in the forms room; meet departmental production and accuracy standards; establish and maintain effective working relationships.
  • Determines supplies needs and prepares orders.
  • Receive, loads, and unloads supplies, materials and equipment from vendor deliveries; operates dolly or cart for supply distribution; inspects for damage and quantity received against requisitions, invoices, or freight bills; Assist in taking periodic physical inventory; Stores stock in accordance with established storing system; keeps storeroom in orderly and clean condition; pack items to be shipped; notes and reports to supervisor items that are low in stock.
  • Responsibilities also include duties such as maintaining department inventory records; May duplicate forms and other printed material, and maintain records, perform data entry, and manual inventory card posting; May prepare work orders of items to be sent for repairs.
  • Assist in back-up coverage for Statewide Fingerprint Imaging System (SFIS).

Eligibility Technician I

Riverside County DPSS-Hemet Self Sufficiency
Hemet
08.2013 - 02.2014
  • Interview applicants for, and recipients of one or more aid categories, to assist them in the completion and clarification of the application and declaration forms upon which eligibility decisions are based; conduct such interviews in the Department of Public Social Services, by phone, or in the office interview booths; obtain pertinent information concerning such items as income, property, other financial resources, and financial obligations/debts from applicants and recipients.
  • Obtain additional information to resolve discrepancies in the applications and declarations by telephone, correspondence, or personal interviews.
  • Determine eligibility in accordance with established procedures; dictate or record information for case records.
  • Interpret program regulations and other pertinent material to applicants, recipients, and the public.
  • Maintain a focus on meeting the needs of internal and external customers; develop and maintain effective relationships with others; relate well to people from varied backgrounds and in different situations; show understanding, courtesy, tact, empathy, concern, and politeness.
  • Obtain necessary information during phone and in-person interviews by establishing rapport, explaining the purpose of the interview, responding to customer concerns/questions, and/or asking appropriate follow-up questions.
  • Write information, using accurate grammar, in a manner that is clear and well-organized, and follows a logical progression to ensure the writing is tailored to the intended audience or purpose.
  • Use external systems, applications, MEDS, search engines, and databases, including web browsers and web-based information systems to conduct research to determine and/or verify eligibility.
  • Maintain a caseload of newly assigned applicants by using the tasks and templates to manage documents associated with eligibility process.
  • Compute amount of grant authorized and perform other similar required computations.
  • Prepare and maintain other documents associated with the eligibility determining process.
  • Based on observation, or of needs expressed by applicant orally or in specified locations on the applications and declaration forms, refer all applicants and recipients who appear to need social services to designated social work staff members after completing the appropriate referral forms.

Office Assistant II/Back-Up in-Charge

Riverside County DPSS-Hemet Self Sufficiency
Hemet
01.2011 - 08.2013
  • As the Back-up In-Charge I supervise a team of 7 office support staff members.
  • I am responsible for the End of the Month Voucher/Bus Pass Report.
  • I am also responsible for the Statistic Report and the Orientation/Appraisal Attendance Report for our Clerical Unit.
  • Daily I compile a variety of narrative and statistical reports locating sources of information, devising forms to secure data, and determining proper format of finished reports.
  • Review a variety of reports, forms, and records for accuracy, completeness, and compliance with applicable ordinances; answers questions involving searching for and summarizing technical data, laws.
  • I am also responsible for daily Live Scans of our Childcare Providers and WEX Employees while serving as the back-up to the Electronic Benefit Technician (EBT).
  • As the back-up switchboard operator, I provide applicants with their Eligibility Technicians name and worker number while answering the switchboard for Hemet Self Sufficiency Office.
  • I maintain informational or operational records, answers telephone and assist callers by providing information.
  • I provide applicants standard forms and request that routine verifications be returned with completed forms; reviews form for completeness when returned by the applicant; may assist clients with completing application forms for financial assistance.
  • I image and index selected queues for assigned unit in Hemet Self Sufficiency Department.
  • Give information to the public or interdepartmental representatives in situations where judgment and interpretation of departmental policies and regulations are required.
  • I confer with the Supervisor to interpret new and revised Public Assistance or social services legislation that impacted the determination of benefit assistance.
  • Assist in cross-training clerical unit employees on newly assigned duties.
  • Under direction, to assign, supervise, and monitor cross-training of the clerical unit.
  • Designs forms, modify work procedures, and make work assignments resulting from DPSS policy changes of State or Federal law.
  • Supervised the work of the clerical staff; establishes work sequence, priorities; make work assignments; provides guidance to staff in resolving technical problems and machine operation.
  • Created and prepared Standard Operating Procedure (SOP’s); trains, assigns, reviews and evaluates the work of clerical staff.

Office Assistant II/Cal Works Pre-screener

Riverside County DPSS-Self Sufficiency
Hemet
11.2010 - 05.2011
  • I was recommended for this special project by the Regional Manager to develop skills and assist in the Redesign Project of cross training CalWorks Clerical and GAIN Clerical units.
  • I conducted pre-screening and other interviews with applicants and clients using standardize forms to obtain personal, family, and financial data required to determine eligibility for one or more public social service aids and/or basic information required authorizing social service plans.
  • I provided applicants standard forms and request that routine verifications be returned with completed forms; reviewed forms for completeness when returned by the applicant; may assist clients with completing application forms for financial assistance.
  • Bring discrepancies to the attention of the eligibility or social worker responsible for the case; files required forms and verification in an established filing order.
  • Record verifications of birth, income, property, and other required information according to standard procedures.
  • I image and index selected queues for assigned units in Hemet Self Sufficiency Departments.
  • I confer with the Supervisor to interpret new and revised Public Assistance or social services legislation that impact the determination of benefit assistance.
  • I also review existing DPSS policies and procedures of an Eligibility Service Clerk.
  • Review a variety of reports, forms, and records for accuracy, completeness, and compliance with applicable ordinances; answers questions involving searching for and summarizing technical data, laws, policies, or procedures.

Interim Office Support Supervisor

Riverside County DPSS-CALWORKS/GAIN
Hemet
07.2010 - 11.2010
  • As the Interim Office Support Supervisor under the management supervision, I direct, assign, supervise, and evaluate the work of clerical support unit of seven within the District Office of the Department of Public Social Services (DPSS); my goal is to develop new clerical methods and procedures; and to assist in other work as required.
  • I also engage and assist in the distribution of work among the clerical support unit to determine eligibility or other services available within DPSS in a timely manner.
  • I have also participated in the training of clerical support unit in case management and imaging as the Interim Office Support Supervisor.
  • I confer with superiors to interpret new and revised Public Assistance or social services legislation and advised subordinates of impact upon clerical operations; I also review existing DPSS clerical policies and procedures and make recommendations for organizational or procedural changes which will develop a more efficient clerical support unit.
  • Maintain unit records for use in the development of workload productivity standards; set production goals for the unit and monitor work distribution and its completion to ensure that time schedules are met.
  • If required, I update and or modify forms and work procedures as per the result of DPSS policy changes or changes in State or Federal law.
  • Prepare and supervise a variety of complex statistical or narrative reports mandated by State, Federal, or DPSS requirements.
  • As the Interim Office Support Supervisor, I trained the incoming Office Support Supervisor and Unit In-Charge on standard operating procedures of the GAIN Clerical Unit.
  • I trained incoming Office Support Supervisor on monthly reports, researching, case management, welfare to work missing program report and unassigned welfare to work program report.
  • I cross-trained In-charge on researching, voucher issuance, the daily operation of GAIN Clerical unit and program reports.
  • Can explain program benefits and requirements to potential participants regarding alternative training and employment opportunities.
  • Evaluate participants' interest, education, and experience to determine possible program placements and develop plans to further participants' entry into the labor market.
  • Arrange supportive services and refers participants to appropriate training and employment services.
  • Participate in home calls to promote participation in employment programs, assist in overcoming barriers, and provide job leads.
  • Use my ability to effectively communicate with the public and peers, to identify any barriers and challenges participants might face.
  • Use a flexible and creative approach to tasks, challenges, and casework objectives.
  • Learn to facilitate principles and techniques of counseling, vocational guidance, occupational placement and social and psychological problems of unemployment or vocational adjustment faced by disadvantaged persons.
  • Able to adhere to the professional standards of employment services, utilize sales and persuasion skills with participants to solve problems and challenges.
  • Learn effective techniques in counseling and the etiquette for employment interviews, follow up to job placement.
  • Effectively use my learned skills in case management to monitor and evaluate progress of participants in employment and educational services.
  • Supervised the work of the clerical staff; establishes work sequence, priorities; make work assignments; provides guidance to staff in resolving technical problems and machine operation.
  • Prepared the workload of the clerical staff’ evaluated the amount and quality of work completed; motivated employees to improve quality and quantity of work; initiated a variety of corrective actions to solve work performance problems; documents and corrective action.

Certified Tax Preparer

Liberty Tax
Hemet
09.2008 - 04.2009
  • Prepared or assisted in preparing simple to complex tax returns for individuals or small businesses.
  • Use all appropriate adjustments, deductions, and credits to keep clients’ taxes to a minimum.
  • I obtained clients additional information on taxable income and deductible expenses and allowances.
  • Compute taxes, owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables.
  • Reviewed financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.
  • Furnish taxpayers with sufficient information and advice to ensure correct tax form completion.
  • Consult tax law handbooks or bulletins to determine procedures for preparation of atypical returns.
  • Calculate form preparation fees according to return complexity and processing time required.
  • Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or.

Education

Mount San Jacinto College - Human Services

Mount San Jacinto College
San Jacinto, CA
09.2011

Loop College - Liberal Arts

Loop College
Chicago, Illinois
01.1984

Dunbar Vocational High School - Systems Accounting

Dunbar Vocational High School
Chicago, Illinois
01.1984

Skills

  • Alpha and numeric filing
  • Touch typing
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Office Suite
  • Accounts payable and receivable
  • Customer billing and service
  • Document preparation and processing
  • Account reconciliation
  • Price quoting and estimating
  • Credit terms management
  • Trade-in evaluations
  • Electronic health records management
  • Scheduling software proficiency
  • HIPAA compliance expertise
  • Medical billing and claims processing
  • Medical terminology knowledge
  • Title document proofreading
  • Process serving skills
  • Microfiche research proficiency

Certification

  • Live Scan Operator
  • SFIS Operator
  • Tax Preparer

References

References furnished upon request

Special Recognition

  • Clerical Team Player of the month 2008/2009 for DPSS/GAIN
  • Clerical Player of the month 2008/2009 for DPSS/GAIN

Work Preference

Work Type

Part Time

Location Preference

Remote

Timeline

Office Assistant III

Riverside County DPSS Child Services Division
10.2021 - Current

Eligibility Service Clerk

Riverside County DPSS Hemet Self Sufficiency
04.2019 - 10.2021

Eligibility Service Clerk

Riverside County DPSS La Sierra Self Sufficiency
06.2017 - 04.2019

Eligibility Service Clerk

Riverside County DPSS-La Sierra Triage
11.2015 - 04.2017

Office Assistant II

Riverside County DPSS-Hemet Self Sufficiency
03.2014 - 11.2015

Eligibility Technician I

Riverside County DPSS-Hemet Self Sufficiency
08.2013 - 02.2014

Office Assistant II/Back-Up in-Charge

Riverside County DPSS-Hemet Self Sufficiency
01.2011 - 08.2013

Office Assistant II/Cal Works Pre-screener

Riverside County DPSS-Self Sufficiency
11.2010 - 05.2011

Interim Office Support Supervisor

Riverside County DPSS-CALWORKS/GAIN
07.2010 - 11.2010

Certified Tax Preparer

Liberty Tax
09.2008 - 04.2009

Mount San Jacinto College - Human Services

Mount San Jacinto College

Loop College - Liberal Arts

Loop College

Dunbar Vocational High School - Systems Accounting

Dunbar Vocational High School

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