OFFICE ASSISTANT - ECONOMIC SUPPORT PROGRAM

Overview 

FLSA: Non-Exempt. This is a specialized clerical position in the Economic Support Section of the Human Services Department. Primary duties will vary, depending on area of specialization, providing clerical and related services for the multi-county Western Region for Economic Assistance (WREA) Income Maintenance Consortium or processing Low-Income Heating and Energy Assistance (LIHEAP) applications. Employees use independent judgment in carrying out assignments and in making decisions within established policies and guidelines and work with minimum supervision.

Essential Leadership Functions 

Act with Integrity and Build Trust 

• Demonstrate mutual respect, humility, and honesty in all interactions 

• Speak up appropriately, even when expressing unpopular viewpoints 

• Actively listen and remain open-minded to diverse perspectives 

Drive for Results 

• Set clear goals and objectives to motivate self and others to achieve outcomes 

• Seek new opportunities to improve processes and drive sustainable results 

• Hold self and others accountable through consistent evaluation and monitoring 

Develop Talent and Effective Teams 

• Foster a collaborative environment that encourages knowledge sharing and growth 

• Provide mentorship and support to help self and others reach full potential 

• Recognize and leverage diverse strengths within self and team 

Lead with Vision and Strategy 

• Understand and communicate a compelling vision that aligns with organizational goals 

• Develop and execute comprehensive strategies to achieve long-term objectives 

• Connect daily work to the bigger picture, inspiring self and others to contribute meaningfully 

Lead with Paradoxical, Critical, and Agile Thinking 

• Navigate complex situations by considering multiple perspectives 

• Adapt quickly to changes and uncertainties in the work environment 

• Make critical decisions using analytical skills, experience, and input from others 

Build and Maintain Effective Relationships 

• Communicate and collaborate effectively with stakeholders across the organization 

• Influence others through coaching, consulting, and team-minded thinking 

• Develop and sustain partnerships that create positive outcomes for all stakeholders 

Cultivate Community Engagement and Provide Excellent Service 

• Understand and address the needs and concerns of the community 

• Incorporate community perspectives into decision-making processes 

• Drive initiatives that create positive impacts beyond the organization 

Demonstrate Emotional Intelligence 

• Show self-awareness and manage emotions effectively in challenging situations 

• Seek and respond constructively to feedback, even in the face of setbacks 

• Balance empathy with accountability when leading self and working with others 

Essential Job Functions 

Acts as first point of contact for walk-in customers; greets customers with scheduled appointments and notifies appropriate staff of customer's arrival.

Answers phones in Economic Support lobby.

Provides information and answers questions about the programs available through the WREA Consortium and La Crosse County Economic Support; explains general eligibility guidelines and application processes.

Refers customers to self-service telephone and computer services within lobby, and provides technical support. Arranges for a customer to meet with an on-site eligibility worker or supervisor as appropriate.

Accepts paper Requests for Assistance; reviews Food Share Priority Service information and completes client registration when appropriate.

Schedules appointments for Energy Assistance, and local face-to-face appointments for Income Maintenance and Child Care programs.

Works in the Cares Worker Web (CWW) system to look up eligibility related information, and provide administrative support for workload assignment, tracking and reporting.

Reviews eligibility notices with customers and prints notices upon request. Refers customers to other community resources.

Scans and indexes applications, reviews and related documents into the statewide electronic case file system. Conducts interviews and processes Energy Assistance applications.

Communicates Energy Assistance program eligibility information and answers questions from clients. Participates in outreach activities for Energy Assistance program.

Runs weekly and monthly CCA, CWW and Webi reports, exports and compiles data for the WREA Consortium into spreadsheet reports.

Takes meeting minutes.

Orders publications, forms and applications.

Maintains WREA Consortium calendars and schedules. Maintains annual record of trainings attended by staff.

Types letters, correspondence, forms, etc., for supervisors and manager.

Prepares caseload and other reports for Human Services/County Board meetings.

In this public service position, employee is required to be courteous, cooperative and respectful at all times, with the public and clients. Also establishes and maintains a courteous, cooperative and respectful working relationship with other employees, supervisors and public officials.

Employee is expected to report to work when scheduled, with minimum use of sick leave, to build up sick leave balance for income protection for unexpected illness.

Physical demands: Sits at desk, uses hearing, near vision and fingering for typing, word processing, calculators or other office machines. Large amount of time may be spent on the phone while doing data entry. Sits, stands, bends, reaches, and moves about the office intermittently throughout the day. Handles papers, manuals, etc., lifts files, copy paper and other office materials.

Related Job Functions

Assists and/or trains other staff on processes upon request.

This job description is not intended to encompass every job duty or responsibility, but is only illustrative. While primary tasks will be determined by assigned area of responsibility, this position is required to perform other duties as may be assigned or required.

Knowledge, Skills and Abilities

Considerable knowledge of programs administered by the department and Consortium, and of community resources available in each of the Consortium counties.

Knowledge of Consortium's business processes.

Ability to work independently.

Ability to make accurate computations and reports requiring above-average arithmetical and English skills.

Ability to exercise good judgment in carrying out assigned duties.

Ability to meet the public and to establish working relationships with County officials and other employees.

Ability to maintain confidentiality of work-related information.

Training, Experience and Other Requirements

High school diploma or GED.

Two years of general office experience with competency in application of the required skills, abilities and knowledge. Strong preference for clerical experience in a Human Services field.

Demonstrated work history of being very well organized and handling a wide variety of tasks in a high volume position.

Demonstrated work history of providing excellent customer service.

Excellent communication and interpersonal skills, with the ability to appropriately assist clients in crisis.

High level of skills and experience using various computer programs.

May consider other relevant combination of training and experience.