Under supervision, performs a variety of tasks contacting members of the public by telephone to index communicable disease cases; trace information received from telephone contact including dates of exposure, exposure setting, and demographics; obtaining information of a confidential and sensitive nature; performs other work as required.
Incumbents in this classification work on an extra-help only basis, and as such cannot work in excess of 1000 hours in a fiscal year, nor are they eligible to be transitioned into a permanent full-time or part-time position. Assigned tasks are performed on an as-needed basis, usually during peak work periods. Task assignments are generally routine in nature, may be easily learned with training and do not require continuous supervision.
SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from higher level Health and Human Services staff.
EXAMPLES OF ESSENTIAL DUTIES
Duties may include, but are not limited to, the following:
Make telephone calls to elicit information in response to exposure, exposure setting and demographics; document conversations and information obtained during telephone interviews; review and verify information received.
Provide follow-up instructions to cases and contacts related to isolation/quarantine.
Respond to public inquiries by telephone or email.
Perform clerical tasks including filing, sorting, and writing.
Build and maintain positive working relationships with co-workers, other County employees and the public using principles of good customer service.
Perform related duties as assigned.
Work is typically performed in an indoor office environment and controlled temperature conditions. Tasks may involve extended periods of time at a keyboard or workstation. Assignment may require travel to and from other locations in a variety of outdoor weather conditions.
Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:
Experience: No experience required. One year of clerical experience is desirable.
Training: Formal or informal education or training which ensures the ability to communicate, read and write at a level necessary for successful job performance.
Required License or Certificate:
May need to possess a valid driver’s license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required
KNOWLEDGE, SKILLS, AND ABILITIES
Interview techniques for communicable disease cases and contacts.
Methods and practices to receive information from public regarding communicable diseases.
English usage, spelling, and punctuation.
Basic office methods and equipment.
Computer use and software applications.
Basic mathematical calculations.
Customer service principles and practices.
On a continuous basis, know and understand all aspects of the job; intermittently analyze work papers; understand and explain related policies and procedures and observe and problem solve operational and technical policies and procedures.
On an intermittent basis, sit at desk for long periods of time; intermittently walk, stand, bend, squat, twist and reach while retrieving and/or returning files; perform simple grasping and fine manipulation; use telephone and write or use a keyboard to communicate through written means, review information and enter/retrieve data; see and read characters on computer screen; hear and speak to communicate with clients and/or the public; and lift light weight.
Work independently on assignments.
Work with various cultural and ethnic groups in a tactful and effective manner.
Listen and gather information and be courteous to the public; maintain privacy.
Verify and check data.
Use general office equipment such as a computer, telephone, calculator, photocopy machine, etc.
Understand and apply federal, state, and local laws, rules, and regulations.
Learn software applications related to contact tracing activities.
Understand and carry out both oral and written directions.
Communicate clearly and concisely, both orally and in writing.
Length of Probation:
This position serves at the pleasure of the Appointing Authority having no specific term and no right to continuous employment.