Administrative Specialist I

Agency
Dept of Health and Human Services
Division
Social Services
Job Classification Title
Administrative Specialist I (S)
Position Number
60041939
Grade
NC08
About Us
The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.
Description of Work
This position serves as the customer service representative and is the human contact for Food and Nutrition Services recipients with questions concerning the Electronic Benefits Transfer (EBT) card and access to benefits. Position engages in problem solving using recipient information, data from administrative terminal, NC Fast database, on-line information guide and online manual.
Knowledge Skills and Abilities/Management Preferences
90% *Respond to clients’ calls for assistance. Accomplish this within the average call time to ensure the workload is evenly distributed, while maintaining an acceptable occupancy rate and OIG adherence. Functions include, but are not limited to:
Greet callers professionally, promptly, and in a courteous manner;
Order and cancel EBT Cards;
Provide balance inquiries and PIN instructions;
Provide client with application and recertification status;
Provide transaction history and issue transaction statements;
Convey relevant benefit information to WIC and Out-of-State case workers;
Escalate requests for assistance to counties and management via email or by phone;
Stay connected to the call center’s phone system and in available status;
10% *Perform a variety of data entry functions to include, but not limited to:
Complete error-free exception claims;
Properly maintain current passwords for a variety of systems;
Accurately document time off call center phone system;
Accurate and timely submissions of Beacon entries and leave requests;
Accurately record, collect and review information to complete call center reports;
Maintain knowledge level of all systems, policies, and procedures;
Minimum Education and Experience
Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.
High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.
EEO Statement
The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
Recruiter:
Tresha Walker
Contact:
DHHS Workday Support Form