Public Services Specialist (Open & Promotional)

Description

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 candidatesmust 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.

Spanish speaking Public Services Specialists also provide English and Spanish translation orally and in writing. Positions designated as bilingual receive additional pay in the amount of $55 or $70 bi-weekly.

NOTE: The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies.

Examples Of Duties

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.

Qualifications

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.

Application/Examination

Open and Promotional. Anyone may apply.Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, Confidential and Management extra-help/limited term, and SEIU or AFSCME represented extra help/limited term positions prior to the final filing date will receive five points added to their final passing score on this examination.Responses to the supplemental questions must be submitted in addition to our regular employment application form.

The examination will consist of a standard, multiple-choice Civil Service Computer-Based Written Examination (weight:100%).

IMPORTANT:Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org to apply.

Apply immediately. This recruitment is open on a continuous basis and selections may be made at any time within the process.

Qualified applicants will be notified via email, which will include the link to take the Computer-based Written Exam. Please make sure to read your notices carefully. Accommodations for special medical conditions will be considered on a case-by-case basis.

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically and linguistically diverse communities. The County of San Mateo is committed to advancing equity in order to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work. The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels.

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HR Contact: Jennifer Reyes (11062023) (Public Services Specialist - E368)