Agency Services Representatives have substantial contact with members of the public seeking agency services or information. They also have contact with individuals in State service and the private sector in the course of carrying out their responsibilities in providing service, answering questions on agency programs and getting information for State records.
The major focus of positions classified as Agency Services Representative is public contact. In order to support classification, incumbents must spend the majority of their work time responding to questions and soliciting information, orally and in writing, from members of the general public, State employees and employees of the private sector.
Clerk 2 - Incumbents perform complicated clerical processing and records maintenance activities in support of a technical, administrative or management operation and/or supervise three to eight clerical support positions.
Calculations Clerk 2 - Incumbents perform complicated numerical tasks using accepted account keeping, auditing, statistical, payroll or other procedures in which mathematical calculations are fundamental and/or supervise three to eight clerical support staff who perform routine numerical tasks.
Stores Clerk 2 - Incumbents perform various clerical and manual activities in the receipt, storage and distribution of goods, materials, equipment, office supplies and records in a stockroom, warehouse, records center, institution retail store or commissary and/or supervise three to eight clerical support staff who perform stockroom activities.
Provide information about agency programs and services in person or by phone to applicants, clients and other interested parties.
Explain and interpret agency rules, regulations, policies and/or procedures in person or by phone to applicants, clients and other interested parties.
Interview clients, applicants and other individuals to obtain detailed information and determine the appropriate course of action based on that information.
Interview applicants, persons requesting service or making claims, or other persons to obtain information needed to complete forms, records or documents.
Using established standards of acceptance and rejection, initially assess applicant eligibility for program services or the validity of claims based on information gathered directly from the applicant/claimant and other relevant individuals.
Evaluate documentation presented by clients and applicants and issue permits, licenses and other official permissions as provided in law or regulation and explain reasons for denial of issuance when necessary.
Resolve written or oral complaints or problem situations in response to clients, applicants or other interested parties.
Contact other agency staff, staff in other State agencies, and various private sector individuals to obtain information to be used in answering inquiries, resolving complaints or processing requests initiated by clients, applicants or other interested parties.
Contact clients, applicants and others to set up interviews, hearings or similar interactions.
Compose correspondence in response to in-person or phone requests from clients, applicants and others for information.
Determine and collect fees in conjunction with the direct issuance of various official documents.
Operate office equipment such as photocopiers, calculators, computers, printers, typewriters, audiovisual equipment, etc., as necessary to complete assigned tasks. Perform simple maintenance tasks such as adding toner and paper and changing ribbons.
May be required to type correspondence, records and other material in final or draft form.
Incumbents of this class must understand laws, rules, regulations, procedures and guidelines relevant to the program area in which they work in order to make independent decisions on the specific circumstances encountered. They must be able to explain these decisions to applicants/clients and other interested parties. They must also be able to get and give information in interpersonal exchanges without the opportunity to discuss methods with others.
Agency Services Representatives are expected to understand activities of the program area in which they work in order to answer questions, explain or clarify procedures and use independent judgment to make decisions where a clear precedent does not exist. This work is distinguished from entry level work where procedures are clearly defined and/or other staff are available to answer questions or handle more difficult cases. Since incumbents spend the majority of their time dealing with the public, they must be able to "think on their feet" and must be knowledgeable about a wide range of information.
The primary focus of this class is direct public contact. Incumbents are frequently the first contact an applicant/client has with an agency and, in some cases, may be the only contact. Communication is usually face to face or by telephone, but may include written correspondence.
Supervision is not a requirement to support classification of these positions. However, Agency Services Representatives may direct incumbents of entry level clerical positions in routine clerical processing related to Agency Services Representative activities and may also participate in the training of newly hired employees.
Knowledge of agency policies and program policies, procedures and functions.
Ability to read, understand and apply laws, procedures, rules, regulations and guidelines where there are not clear precedents and without detailed direction.
Ability to answer questions and provide program information to the public by phone or in person.
Ability to write correspondence, reports and procedures regarding agency programs.
Ability to use a computer to maintain records, prepare reports or verify information.
Ability to set up and use manual and electronic office record keeping and filing systems.
Ability to code and decode data for machine processing.
Ability to enter and retrieve data using an alphanumeric keyboard.
Ability to perform tasks accurately within prescribed time frames.
As required:
Ability to manipulate an alphanumeric keyboard to produce documents including letters, memos, reports, charts, forms, etc.
Oral communications.
Experience working in clerical occupation.
Basic writing.
Reading.
Note: Occupational requirements are distinguished from minimum qualifications which address recruitment needs and the candidate field available for a title at a particular point in time. For current information on minimum qualifications, contact the Division of Staffing Services.