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This job classification is the senior, most experienced level in the Public Services Specialist clerical series. It is not an entry level position. Public Services Specialists are employed Countywide and provide office support as department receptionists. Typically, they are the first person in the departments contacted by callers and visitors. Duties include using a multi-line telephone system; greeting and screening individuals by telephone and in person; taking messages; giving directions and answering questions regarding County services sometimes under difficult, strained and stressful circumstances; providing specific information regarding the functions and activities related to the department to which assigned; receiving, sorting and forwarding mail to office staff within a department; ordering office supplies; maintaining logs and calendars; may serve as a back-up for clerical workers who are absent from the office; and may occasionally perform a variety of routine or specialized office support tasks as assigned.

The ideal candidates must be able to adapt to frequent interruptions, speak in a clear, concise, courteous and cheerful manner; use appropriate initiative, sound judgment and tact to handle sensitive discussions and interactions with others; relate well with individuals of diverse ethnic, cultural and socio-economic backgrounds; handle tension-filled situations effectively; and work well under stress. The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies.

Duties may include, but are not limited to, the following:

• Deal with County visitors and callers who may have significant problems, require specialized services, or in situations where relations may be confrontational or strained.
• Determine the nature of the visit or the problem and explain detailed policies, procedures and regulations related to the department to which assigned.
• Direct the visitor to the proper office or person.
• Answer the telephone for a County office or offices; determine the nature of the call; direct callers to the proper person or take messages.
• Perform varied specialized or technical office support work, such as arranging for prisoner transportation or visitors, completing intake forms for service, accepting and receiving specialized documents such as parcel maps, maintaining files or receiving or providing legal or County documents.
• May log calls, assist in placing long-distance or other calls, or assist County staff in using telephone equipment special applications.
• Make a preliminary check to determine the cause of telephone malfunctions; notify the proper repair staff or service.
• Perform a variety of basic office support duties such as collating materials, distributing incoming mail, preparing materials for mailing, completing forms, proofreading typed or printed materials, and/or typing correspondence reports and other materials.
• Keep appraised of office activities and functions in order to communicate this information to the public.
• May instruct other office staff in the use of telephone equipment.
• May provide relief and assistance for other office support assignments.
• Provide off hours services as required.
• Perform related duties as assigned.

Bilingual Fluency: Some positions may require bilingual skills. Fluency in both English and Spanish is required to be considered for a bilingual position. Knowledge of:

• Policies and procedures related to the department to which assigned.
• Techniques for dealing with the public, in person and over the telephone, often when relations may be confrontational or strained.
• Proper spoken and written business English.
• Office practices and procedures, including the operation of standard office equipment.
• Basic business arithmetic.
• Basic computer user principles and applications.

Skill/Ability to:

• Deal tactfully and effectively with County callers and visitors under difficult and/or strained circumstances.
• Determine the nature of a call or visit and recommend appropriate actions or solutions.
• Use initiative and sound independent judgment within established guidelines.
• Interpret, apply and explain complex rules, policies and procedures.
• Understand and carry out oral and written instructions.
• Perform detailed and specialized clerical work accurately, including making accurate arithmetic calculations.
• Type with sufficient speed and accuracy to complete forms and prepare basic correspondence and records.
• Operate a multi-line telephone system.

Education and Experience: Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is equivalent to either:

• One year receptionist and telephone operations experience or two years general clerical experience in a business office.