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Call Center Clerical Support

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Call Center Clerical Support

Salary

$35,256.00 - $51,334.40 Annually

Location

Council Bluffs - 51503 - Pottawattamie County, IA

Job Type

Full-time

Job Number

25-03376

Agency

400 Health & Human Services - Community Access Eligibility

Division

Health and Human Services - Community Access Eligibility

Opening Date

06/06/2025

Closing Date

6/16/2025 11:59 PM Central

LinkedIn Tag

#LI-POST

Point of Contact

Melissa Nation - [email protected]

+ Description

+ Benefits

+ Questions

Job Description

The Iowa Department of Health and Human Services (HHS), Division of Community Access and Eligibility, is seeking qualified applicants for a Clerical Support (Secretary 1) to assist with various tasks related to the effective operation of the Income Maintenance Customer Service Center (IMCSC) and Facility Waiver Eligibility Team (FWET). These units help administer programs such as the Supplemental Nutrition Assistance Program (SNAP), Family Investment Program (FIP), and Medicaid, including specialized facility and waiver-related programs. The position requires the ability to work in a fast-paced environment with a high level of organization, technical skill, and customer service.

Summary:

This is a full-time opportunity, Monday – Friday with hours being 8:00 a.m. to 4:30 p.m. and potential overtime as needed. The position works in the office in Council Bluffs, Iowa. New employees will start at the base salary of $16.95/hr. Individuals new to State of Iowa employment are eligible for a raise after completing their first 6 months.

Core Essential Functions:

+ This position serves as support for the assigned units by providing a variety of support duties to conduct specialized technical and clerical processes.

+ Answer general questions and route phone calls in a professional and courteous manner.

+ Keep current on office policies and procedures to provide accurate information to customers concerning programs.

+ Refer customers to appropriate agencies for services not available through HHS.

+ Contacts customers (internal and external) to respond to inquiries and gather information.

+ Processes incoming and outgoing mail, documents, and email.

+ Prepares correspondence necessary from written or individual instruction.

+ Perform administrative duties according to agency policies and procedures.

+ All information maintained in the unit is confidential and must be handled accurately and timely.

+ Will be expected to back up other clerical staff when requested to do so.

+ Delivers incoming work to appropriate unit staff per guidelines.

+ Fax documents, retrieve electronic applications, look up and distribute information.

+ Operates photocopy machines and other standard office equipment.

The ideal candidate will be able to:

+ Provide exceptional customer service.

+ Collect, analyze and interpret complex policies, procedures and information from customers or 3rd parties.

+ Communicate effectively in person, via phone, and in writing.

+ Excel at meeting processing timeframes and managing an individual workload while working within a team.

+ Demonstrate excellent organizational skills and strong attention to details.

+ Possess strong computer navigation and math skills.

Benefits

Working for the State of Iowa comes with its perks. In addition to a competitive salary, you'll enjoy a comprehensive benefits package designed to support your well-being and professional growth:

+ Health, Dental, and Vision Coverage:Health and dental insurance packages to keep you and your family healthy at a low cost with outstanding coverage!

+ Paid Time Off:Take time to recharge with paid time off, including vacation (96 hours/year to begin, increasing with years of service), sick leave (144 hours/year), and paid holidays (9 days/year).

+ Retirement Plans:Participate in retirement plans such as IPERS (employees contribute 6.29% and the State of Iowa contributes 9.44%) as well as our Retirement Investors Club (RIC), Employer Sponsored Retirement Plan (the State of Iowa matches dollar for dollar up to $75/month).

+ Flexible Spending Accounts:Take advantage of flexible spending accounts for medical and dependent care expenses.

+ Insurance Coverage:Benefit from life insurance and free long-term disability insurance for added peace of mind.

+ Employee Assistance Program:Access resources and support through our Employee Assistance Program for personal and professional challenges.

+ Employee Discount Programs:Enjoy discounts on a variety of goods and services through our employee discount programs.

For additional information on benefits click here .

Click here to see how we compare with other employers or offers by using our Total Compensation Calculator.

Background Checks

Applicants will be required to complete a background check to be considered for this position.

The State of Iowa is an EEO/AA Employer

HHS values those with “lived experience” and encourages adults who were fostered as youth, foster parents, and/or parents who were in the DHS system to apply. Minorities, women, persons with disabilities and veterans are encouraged to apply (Hearing and Speech Impaired – Relay Iowa 1-800-735-2942 TDD).

Our agency uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

Minimum Qualification Requirements

Experience equal to one year of full-time clerical or closely related work;

OR

post high school course work in an accredited secretarial, business, or closely related curriculum may be substituted for the required experience on a month-for-month basis;

OR

completion of thirty (30) semester (or equivalent) hours of undergraduate college level course work may be substituted for the one year of required experience;

OR

certification from the State of Iowa Administrative Assistant Certificate Program will substitute for six months of the required experience;

OR

employees with current continuous experience in the state executive branch that includes permanent status as a Typist–Advanced.

For additional information, please click on this link to view the job description. (https://das.iowa.gov/sites/default/files/hr/documents/class\_and\_pay/JobClassDescriptions/Secretary1-00025-90025.pdf)

Why Choose the State of Iowa?

At the heart of our commitment to excellence is a dedication to our most valuable asset – our employees. Discover the outstanding benefits that set us apart as an employer of choice.

Our Robust Benefits Package Includes:

Competitive Compensation:

Enjoy a competitive salary that reflects directly on your skills and expertise.

Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendlyTotal Compensation Calculator (https://das.iowa.gov/media/3773/download?inline) .Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.

Health and Wellness:

Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.

Retirement Planning:

We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind.Click here to learn more about IPERS (https://ipers.org/members) .

Paid Time Off:

Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.

Professional Development:

Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.

Employee Assistance Program (EAP):

We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.

Diversity and Inclusion:

Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.

Join Us - Elevate Your Career:

Ready to elevate your career with the State of Iowa?Click here (https://iowa.attract.neogov.com/recruitment/p/benefits) to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!

01

Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely.Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question.Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.

+ Yes - I understand and agree.

+ No

02

PLEASE READ CAREFULLY

Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?

+ No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq

+ Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq

03

How many months of full-time clerical work experience AND undergraduate course work do you have? 30 semester hours would equal 12 months' experience, 15 semester hours would equal 6 months' experience.

+ No undergraduate course work/full-time clerical work experience to less than six months of the specified education and work experience

+ Six months to less than one year of the combined specified education and full-time work experience

+ One year or more of the required education and full time work experience

04

Do you have one year of full-time work experience in clerical or a closely related work area?

+ Yes

+ No

05

Do you have a combination of one year of post high school education or full-time work clerical or closely related experience? 30 semester hours equals one year of experience.

+ Yes - I have the one year of post high school education and/or work experience

+ No - I do not have the one year of post high school education and/or work experience

06

Are you a current permanent State of Iowa employee (Executive Branch) with current continuous experience in the state executive branch that includes experience equal to eighteen months of work as Clerk, Clerk Advanced, Clerk Specialist, Accounting Clerk 1, 2 and 3, or Storekeeper 1, 2 and 3?

+ Yes - I am a current State of Iowa employee and have experience of eighteen months in one of the classifications listed

+ Not applicable - I am not a current State of Iowa employee

+ I am a current State of Iowa employee but do not have the required time in the classifications identified

07

Which best describes your education and experience? (if multiple responses apply for you, please choose the one that has the higher points)

+ Bachelor’s Degree (or higher) or 4 plus years work experience with a major/emphasis in a Human Services related field (ie: Social Work, Counseling, Public Administration, Human Resources, Communications, Criminal Justice, Paralegal)

+ Associate’s Degree or 2 plus years work experience with a major/emphasis in a Human Services related field (ie: Social Work, Counseling, Public Administration, Human Resources, Communications, Criminal Justice, Paralegal)

+ Not Applicable

08

How many years of full-time work experience do you have with determining/adjusting priorities on a weekly/daily/hourly basis?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

09

How many years of full-time work experience do you have communicating with internal and external clients and customers to meet their needs in a polite, courteous, and cooperative manner?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

10

How many years of full-time work experience do you have utilizing email to conduct/complete company business?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

11

This position involves heavy data entry/typing/word processing; How many words per minute can you type without errors?

+ Greater than 60 words per minute

+ 50-59 words per minute

+ 40-49 words per minute

+ Less than 40 words per minute

12

How many years of full-time work experience do you have utilizing Microsoft Word – completing basic functions like drafting documents, saving documents and attaching documents to email?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

13

How many years of full-time work experience do you have utilizing Microsoft Excel – completing basic functions like drafting documents, saving documents and attaching documents to email?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

14

How many years of full-time work experience do you have documenting receipt of applications and distributing daily staff work assignments?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

15

How many years of full-time work experience do you have utilizing multiple computer programs (web based data systems, intranet, Microsoft Word) at the same time while obtaining information from an individual to determine if the facts given to you meet the criteria listed in policies or regulations?

+ Five or more years

+ Four to less than five years

+ Three to less than four years

+ Two to less than three years

+ One to less than two years

+ Less than one year

Required Question

Employer

State of Iowa

Website

hhs.iowa.gov

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