Dora Bautista

• Perform complex clerical work requiring the application of laws, policies, procedures, and specialized terminology; prepare and process materials which require the review of complex source material and a thorough familiarity with policies, procedures, terminology and various applicable laws in order to obtain the necessary data.

• Give information to the public or interdepartmental representatives in situations where judgment and interpretation of departmental policies and regulations are required.

• Review a variety of reports, forms, and records for accuracy, completeness, and compliance with applicable ordinances; answer questions involving searching for and summarizing technical data, laws, policies, or procedures.

• Compile a variety of narrative and statistical reports, which requires locating sources of information, devising forms to secure the data, and determining proper format for finished reports.

• Design or revise office forms; set up and maintain complex filing systems.

• Initiate replies to routine correspondence; compose correspondence and other materials requiring the application of subject matter knowledge and discrimination in the selection of data.

• May provide technical guidance and/or training to clerical staff; may assign and review the work of clerical staff; prepare and revise written procedures.

• Type a wide variety of complex material such as difficult statistical and budgetary tabulations, highly confidential reports and letters, priority manuscripts or contracts, and other specialized documents from rough, plain, corrected copy, or dictated material utilizing information processing equipment.

• Develop automated files and maintain the storage of tapes and disks; develop and revise standardized formats for documents for the department; operate peripheral equipment.

• Isolate and resolve equipment and procedural problems; perform backup of systems and maintain archived record library and reference logs; serve as technical expert on the operation of information processing equipment.

Recruiting Guidelines

• Conduct pre-screening and other interviews with applicants and clients using standardized 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 to authorize social service plans.

• Give 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.

• Record verifications of birth, income, property, and other required information according to standard procedures.

• Bring discrepancies to the attention of the Eligibility Technician or Social Service Practitioner responsible for the case; file required forms and verification in an established filing order.

• Complete notices of action and other required forms following eligibility determination; accept late income reports from clients reviewing them for completion and accuracy.

• Prepare and verify IHSS payroll time sheets.

• Receive mail out questionnaires on IHSS remedy reassessments; verify and adjust authorization of IHSS, referring special cases to the Social Service Practitioner.

• Determine when to issue notice of intended action or right to fair hearing forms to clients.

• Clear routine case controls using computer printouts; respond to routine telephone calls or lobby visits from applicants and clients reporting changes in their circumstances or requesting information on the status of their applications or case.

• May prepare and maintain other documents associated with the eligibility/services processes; maintain records for use in the development of workload and productivity statistics.

Responsible for handling inbound calls for the Pacific North West and Canada. Coordinating deliveries and removals of WM equipment. Assisting customers with billing inquiries. Setting up new accounts and canceling service. Processing and confirming service work orders with customers. Communicating and working with other departments via email and messaging teams app. Assisted South/North California and Four Corners call center over follow calls. Assist customers by providing relevant information; update work logs; research various systems and troubleshoot problems; initiate routine correspondence.

• Responded to customer needs through competent customer service and prompt problem-solving.
• Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.