This class is responsible for providing statewide information, advice, referral, follow-up services and directory assistance to the public, non-profit groups and other State agencies.
Nature and Scope
This class functions with supervision from an administrative superior and is responsible for receiving, assessing and responding to caller requests. An incumbent provides information and advice about a broad range of services and programs within the State of Delaware. Information provided may include rules, regulations, policies, and eligibility requirements. Incumbents may refer callers to appropriate State agencies, or to private or non-profit groups when necessary. Work also includes documenting calls, conducting follow-up and providing directory assistance. A significant aspect of the job involves understanding callers' needs, assessing appropriate alternatives and recommending a course(s) of action. Determination of appropriate referral may require limited research and investigation of services/programs offered by agencies. Recommendations will be presented to other specialists for their use with the public.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Receives and assesses incoming calls to the State of Delaware. Provides information, advice and/or procedural guidance to callers about State employees, services and programs offered in Delaware. May refer callers to the agency or agencies able to service their individual needs. Gives information and solace to callers in critical emergency situations.
Uses a computer to retrieve agency, program and service information and to perform a variety of entries and updates in a database system. Documents, classifies and maintains records of all requests for services in the system for reporting purposes.
Develops and maintains contacts with agency and community resources. Solicits program information from servicing agencies to establish and update records in the database.
Conducts follow-up activities with callers to determine the customer's level of satisfaction through the use of the Statewide information service and/or another State agency.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of state, federal, local, private and non-profit programs and services and other resources.
Knowledge of statewide program rules, regulations, procedures and service eligibility requirements.
Knowledge of keyboarding, personal computer operation and applicable software applications.
Knowledge of appropriate referral procedures.
Skill in eliciting, assessing, documenting and providing accurate information.
Skill in making appropriate recommendations or referrals.
Skill in oral communication and interpersonal relations.
Skill in entering accurate information into an information data base system.
Ability to handle and respond to sensitive and possible crisis public contact situations.
Ability to establish effective working relationships with other agencies, co-workers and the public.
Ability to understand, apply and explain a variety of program rules, regulations, policies and eligibility requirements.
Ability to assess caller requests and provide accurate information or proper referrals for services.
Ability to utilize a computer for data input and retrieval.
Ability to maintain an up-to-date information system
Ability to deal with individuals from diverse backgrounds.
JOB REQUIREMENTS for State Public Information Specialist Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in eliciting and assessing information to make referrals or provide additional information to others.
Six months experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.