What are the responsibilities and job description for the Metro Action Commission Customer Engagement Specialist - FCS position at Metropolitan Government of Nashville & Davidson...?
JOB
This is a Full-Time Non-Civil Service position with medical, dental, pension, and other benefits. This position performs administrative work in the support, operation, and coordination of the computerized information management systems used by the Family and Community Services division for all departmental programs and services. Responsible for intake of applications and determining eligibility for Metropolitan Action Commission programs and services. Upholds the Mission, Vision, Values, and Philosophy of the Metropolitan Action Commission.Work hours: 8:00am - 4:30pm Monday - Friday
EXAMPLE OF DUTIES
Accurately assess completed customer application requirements for eligibility according to the funding contracts and guidelines for service delivery. Act as point person to assist with application intake and questions from customers and internal staff, including customer navigators.Identify urgent or emergency cases and acts to resolve them by working with colleagues, vendors, and community partners, as appropriate.Provide initial screening for potential case management or internal/external partner referrals, including warm transfers.Work with and conduct follow up with case managers, coaches, and external partners to ensure potential referrals and outcomes are appropriate for the program and customer.Assist with researching and maintaining a community resource knowledge base.Enter customer information and maintain case records in the departmental information management systems in a manner that is clear, concise and meets all regulatory and legal standards.Maintain a satisfactory level of quality and productivity per department standards.Maintain physical case records as instructed and required by funding grantor.Respond to inquiries and phone calls from customers in professional and courteous manner.Maintain customer confidentiality.Read and follow state and/or federal regulations, attend state/local training when appropriate.Perform related duties as required
SUPPLEMENTAL INFORMATION
Three (3) years customer service experience preferred in a federal funded program.Considerable knowledge of personal computers with intermediate to advanced level experience, particularly the agency’s information management system operating procedures, related components, capabilities, limitations, and system requirements.Proficiency using Outlook, WebEx, Microsoft Office (including Word and Excel).Experience working with low income persons or families.Be advised that ALL candidates for ANY position with the Metropolitan Action Commission will be subject to a background check. The Metropolitan Government of Nashville and the Metropolitan Action Commission are equal opportunity employers. In compliance with Tennessee law, all applications are subject to public disclosure. Requests for ADA accommodations should be directed to Rickie McQueen at (615) 862-8860, Ext. 70103.For questions contact the Human Resources department at: 615-862-8860 Ext. 70105.
This is a Full-Time Non-Civil Service position with medical, dental, pension, and other benefits. This position performs administrative work in the support, operation, and coordination of the computerized information management systems used by the Family and Community Services division for all departmental programs and services. Responsible for intake of applications and determining eligibility for Metropolitan Action Commission programs and services. Upholds the Mission, Vision, Values, and Philosophy of the Metropolitan Action Commission.Work hours: 8:00am - 4:30pm Monday - Friday
EXAMPLE OF DUTIES
Accurately assess completed customer application requirements for eligibility according to the funding contracts and guidelines for service delivery. Act as point person to assist with application intake and questions from customers and internal staff, including customer navigators.Identify urgent or emergency cases and acts to resolve them by working with colleagues, vendors, and community partners, as appropriate.Provide initial screening for potential case management or internal/external partner referrals, including warm transfers.Work with and conduct follow up with case managers, coaches, and external partners to ensure potential referrals and outcomes are appropriate for the program and customer.Assist with researching and maintaining a community resource knowledge base.Enter customer information and maintain case records in the departmental information management systems in a manner that is clear, concise and meets all regulatory and legal standards.Maintain a satisfactory level of quality and productivity per department standards.Maintain physical case records as instructed and required by funding grantor.Respond to inquiries and phone calls from customers in professional and courteous manner.Maintain customer confidentiality.Read and follow state and/or federal regulations, attend state/local training when appropriate.Perform related duties as required
SUPPLEMENTAL INFORMATION
Three (3) years customer service experience preferred in a federal funded program.Considerable knowledge of personal computers with intermediate to advanced level experience, particularly the agency’s information management system operating procedures, related components, capabilities, limitations, and system requirements.Proficiency using Outlook, WebEx, Microsoft Office (including Word and Excel).Experience working with low income persons or families.Be advised that ALL candidates for ANY position with the Metropolitan Action Commission will be subject to a background check. The Metropolitan Government of Nashville and the Metropolitan Action Commission are equal opportunity employers. In compliance with Tennessee law, all applications are subject to public disclosure. Requests for ADA accommodations should be directed to Rickie McQueen at (615) 862-8860, Ext. 70103.For questions contact the Human Resources department at: 615-862-8860 Ext. 70105.
