Sr Adm Support Assistant (Service Point Specialist)
Department of Community Resources
“Follow Your Calling, Find Your Career”
Application deadline: 6/19/2025
Hiring Range: $20.00 - $26.13/hour This is a non-exempt (hourly) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.
At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture, and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
The Department of Community Resources (DCR) through its Community Resource Center, supports the core departments of Mecklenburg County Health and Human Services (HHS) in doing their business through an integrated service delivery model of subject-matter experts from each core department and community partners who provide services to County residents in our HHS Community Resource Center. In addition, DCR is responsible for administering Child Support Services, Economic Services, MeckSuccess, HOMES, and Unified Workforce Development programs, as well as Integrated Health and Human Services Mail Services.
Position Specific Summary
This is a part-time, temporary position. The selected candidate will support the Department Monday – Friday up to 20 hours a week. Shifts may vary between 10:00 AM to 2:00 PM or 11:00 AM to 3:00 PM. Applicants should be comfortable with scheduling flexibility within these time frames.
Location:
430 Stitt Road
Charlotte, NC 28213
Position Summary
This is a customer-facing position that will greet, receive, and assign customers and the public who have come into the Mecklenburg County Community Resource Center (CRC) to apply for Health and Human Services and supporting programs. Health and Human Services agencies represented in the CRC are the Department of Social Services, Public Health, Child Support, Veterans Affairs and various community service organizations/agencies. This position is responsible for reviewing information in the state and county computer systems to assess need and case status, provide information and referral services, and utilize the queuing system to successfully route customers to the appropriate portal for the assistance they seek. This position may also provide administrative back-up to other administrative support functions.
The goal of the Community Resource Center is to deliver quality, accurate, and personalized solutions that enhance customer satisfaction with every interaction.
Essential Functions
- Greets and receives customers who are in the Center to seek assistance and/or apply for benefits/services through the Department of Social Services, Child Support Enforcement, Public Health and Veterans Affairs and other Community Partner services offered within the CRC.
- Researches various State and County computer systems to determine case status and to identify need.
- Provides basic answers about services offered and referral information based on customers situation.
- Inputs customer’s demographic data into the computer systems as necessary to assign customer to appropriate service area.
- Assigns customers to the appropriate department within the CRC by successfully utilizing the queueing system.
- Scans customers’ documents appropriately, provides detailed narrative information in the appropriate computer applications relative to the various departments’ standard operating procedures within the CRC.
- Assists customers with completion of required forms and applications as needed per program policy and procedural requirements.
- Monitors customer activity in the lobby and waiting areas of the CRC to insure safety and to verify that all customers have been assessed.
- Addresses the needs of customers of diverse languages, ethnic and socio-economic groups, and those with special needs. When appropriate, utilizes bi-lingual staff, agency interpreter, or contracted interpreter service using dual phone line or arranges an appointment with qualified interpreter.
- Assess need for short-term child care while customer is inquiring or applying for services.
- Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
- Maintain personal and professional competency via trainings.
- General Administrative duties to include printing, copying, meetings, managing documentation, scanning and data entry.
- Collaborate with staff to ensure the customer workflow is efficient and successful. Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols.
- Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County; Assist with additional lobby services as needed (Scanning, Kids’ Corner, Computer Room, etc.)
- Maintain a professional environment.
- Maintain county standards in professional appearance
Minimum Qualifications
Experience:
Minimum of four years of administrative experience
Education:
High School Diploma or equivalent
Combination of relevant education and relevant experience accepted?: Yes
Licenses and Certifications
May require a valid North Carolina or South Carolina Driver's License
May require County Driving Privileges
Preferred Qualifications
Bilingual (Spanish and English) proficiency oral and written
Knowledge, Skills and Abilities
Knowledge of
- Knowledge of proper and professional etiquette and skill in greeting and assisting customer.
- Knowledge, understanding, and ability to relate to a diverse customer population.
- Knowledge of proper grammar and formatting of correspondence and documentation; ability to compose short and concise summaries/narrative entries.
- General familiarity with all services offered at the CRC, including requirements for submission of applications and referrals for multiple Departments including DSS, Public Health, Veterans Affairs and Child Support.
- Knowledge of community-based agencies that may temporarily provide service in the CRC and communicate appropriately to the customer.
- Knowledge of internal and external community resources.
- Knowledge of the CRC operations, policies and procedures.
- Administrative and clerical procedures and systems using various computer operations, managing files and records
- Principles and processes for providing customer and employee services
- Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Skills
- Strong customer service skills including the ability to manage difficult customers.
- Coordination and organization
- Judgement and decision making
- Time management skills, efficiency in navigating multiple required state and local computer applications/queuing systems to successfully perform the duties of the job, organization skills.
- Effective listening, verbal, and written skills.
Abilities
- Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures. Must have the ability to multi-task, including ability to receive requests, manage computer applications, and deliver service timely and with accuracy.
- Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
- Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
- Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
I-nitiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive.Possess sound judgement, think critically and the ability to make appropriate assessments timely.
- Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently.
- Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
Computer Skills
Data entry
Intermediate use in various computer applications.
Proficient in various computer applications including Microsoft Office Suite including, but not limited to: ISSI, NC Fast, EBT Edge, Crossroads, Microsoft queuing system, ACTS, OnBase, Microsoft Outlook, Excel and Word.
Work Environment
Works in an office setting with moderate noise
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Disclaimer Statement
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.
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