Human Services Clerk - Customer Service

The Customer Service Representative (CSR) is responsible for providing information and service to customers in support of the mission, vision, and values of the Douglas County Department of Human Service (Department). The role heavily involves use of computers to gather data and answer customer questions while maintaining confidentiality of case information. This front‑line customer service position requires onsite work and reliability, including punctuality and regular attendance.

• Works onsite with reliable, punctual, and regular attendance.
• Greets customers, makes appointments, issues visitor badges, and maintains the visitor logbook.
• Maintains the lobby area in a neat, professional environment and ensures appropriate information is available.
• Responds to walk‑in and telephone inquiries, assesses situations, and provides accurate information in a courteous, polite, and professional manner. Obtains assistance from the assigned Case Specialist or Supervisor as appropriate.
• Responds to requests for applications for services by establishing appointments, sending out application packets, making referrals, and advising customers of required information to facilitate services. Maintains documents in computer applications and systems.
• Records case file information in multiple computer systems (State or County).
• Initiates follow‑up case status calls to customers as required.

• Sorts and distributes incoming mail and prepares outgoing mail (envelopes, packages, etc.).
• Ensures mail bins are ready for daily pick‑up.
• Monitors the electronic fax system and distributes faxes periodically throughout each day; maintains paper supply in copiers.
• Monitors the shared email box, ingests emails and documentation accurately into the appropriate document management system or routes to appropriate staff.
• Monitors the “drop box” for client mail periodically throughout the day and at the end of each day, ensuring that each item received is date‑stamped/recorded on the day received.

• Orders, stores, and distributes supplies and maintains a reasonable on‑hand amount.
• Co‑ordinates with County Purchasing or copier vendor for service issues.
• Assists with maintenance of internet and intranet pages, and the Department’s resource or informational brochures.
• Provides voter registration information and completes and submits the monthly and quarterly reports.
• Schedules interpretation services for clients.
• Schedules administrative hearings with Court and Department staff.
• Files documents for Department staff, including court documents.
• Takes notes at meetings and prepares minutes.
• Issues benefit cards to customers in accordance with the Department’s policies, procedures, and protocols.
• Accepts payments (cash, check, or money orders), provides a receipt, scans or copies as appropriate, and makes system notes as required.
• Provides administrative/clerical assistance to case specialists/supervisors as needed.

Other duties as assigned.

High school diploma or GED. Requires one year of customer service–related experience. Human Services experience preferred. Bilingual in Spanish (read/write/speak) preferred.

This position requires successful completion of a criminal background check including fingerprinting through a national database.

For more information on job functions, requirements and to apply please visit: ‑q=req
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Douglas County offers an excellent comprehensive benefit package including but not limited to:
Medical, Dental, Vision.

For a more detailed overview please view the full Employee Benefit Guide.