Receptionist/Transportation Program Coordinator

Purpose of Position/General Statement/Distinguishing Features of Position

The Receptionist is responsible for providing administrative and program support to the departments of Aging & the ADRC, while providing exemplary customer service to members of the public. The Transportation Program Coordinator is responsible for the administrative oversight and management of the Specialized Transportation Program in accordance with state and federal laws, rules, and regulations. This position works under the direction of the Aging Director/ADRC Director.

Primary Duties/Job Functions

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform the job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required or assigned by supervisor.

Duties as Office Receptionist

Provide excellent customer service to internal and external customers in person, via telephone, virtually, general agency email, and by written form. Greets, receives and screens visitors and customers; addresses and resolves customer questions as able and refers complex inquiries, requests, or complaints to relevant staff. Refers the public to emergency services when appropriate.

Demonstrates professional, courteous customer service to clients and other staff, consistent with Washburn County Core Values.

Provide upkeep to the lobby areas to ensure they are clean, safe, and welcoming; contacting maintenance if areas need to be serviced.

Skillful in use of a multi-line telephone system by answering, screening, and forwarding all incoming phone calls.

Proficient knowledge and ability to use computers, software, and related technology.

Highly skilled data entry, while paying close attention to accuracy and attention to detail.

Assist in creating social media posts and events, like comments, and reply to messages on behalf of agency.

Assist with maintaining and updating county webpage content.

Assist with maintaining digital signage in reception room waiting area.

Assist customers and staff with virtual technology and events.

Handles, sorts, copies, logs, files, prepares and distributes a variety of materials and correspondence, deliveries, and mail; sorts and prepares outgoing mail and documents for pickup; retrieves, delivers, and sends faxes.

Composes routine correspondence; proofreads and edits; enters, scans, updates, submits, and maintains information in spreadsheets, databases, reports, and the Focus for Life newsletter.

Process deposits for the office.

Process, print, and mail private billing for Home Delivered Meal, Congregate Meal, and Transportation Programs.

Organizes, coordinates and manages the recruitment and training of volunteers for the office and the transportation program.

Maintains the State of WI PeerPlace Database

Data entry for all Aging and Disability programs, as required by the State of WI.

Coordinate with Aging Fiscal and ADRC Specialists for consistent reporting.

Attend all trainings as required.

Follow directives of State of WI for making all corrections by deadlines given.

Processes reports from PeerPlace.

Maintains SchedulesPlus software for Aging Programs

Coordination of this cloud solution for contact management, calendar scheduling, activity registration, volunteer management, payments, donations, rides, services, mailing lists, surveys, and many other tasks performed daily in the Aging Unit.

Coordinates Specialized Transportation Program

Supervise and schedule Specialized Transportation Drivers.

Coordinate, schedule, and facilitate training for all Specialized Transportation Drivers.

Yearly verification of all Specialized Transportation drivers’, both paid and volunteer, training credentials, driver’s license, and proof of insurance.

Responsible for organizing and scheduling routes and pick-up times; working cooperatively with agency staff, elderly clients, and other agencies.

Maintain all local transportation option information, schedules, and fees.

Provides ongoing promotion of the benefits of the Specialized Transportation Program to the public through public presentations, outreach events, social media, website, brochures, newspaper articles, radio, etc.

Gathers public and consumer input and feedback regularly about the Transportation Program through surveys, listening sessions, public hearings, and forums.

Acts as an advocate for the Specialized Transportation Program and the expansion of transportation services in rural communities.

Attends educational trainings and conferences as required or relates to the position.

Records, inputs and updates all data for the Specialized Transportation Program.

Provide Benefit Specialists with updated materials and information related to transportation.

Prepares and sends agenda, attends, participates, and takes minutes of the Washburn County Transportation Coordinating Committee meetings.

Prepare and submit all Department of Transportation (DOT) reports for Special Transportation grants.

Schedule maintenance for all department vehicles.

Essential Knowledge, Skills, Experience and Training

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of administrative policies and procedures of the County.

Knowledge of current office practices and procedures and knowledge of the operation of standard office equipment and software.

Ability to establish and maintain accurate records of assigned activities and operations.

Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.

Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.

Ability to perform detailed work accurately and independently in compliance with stringent time limits with minimal direction and supervision.

Ability to think quickly, maintain self-control, and adapt to stressful situations.

Knowledge of computer software including word processing, spreadsheet and database applications consistent for this position.

Ability to perform mathematical calculations required of this position.

Ability to understand and effectively carry out verbal and written instructions.

Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations.

Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing.

Ability to handle sensitive interpersonal situations calmly and tactfully.

Ability to maintain effective working relationships with individuals within and outside the organization.

Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provision of open records laws.

EXPERIENCE AND TRAINING REQUIRED:

Completion of a standard high school course with vocational or technical school courses in secretarial, administrative or related field desirable. An equivalent combination of training and experience providing the essential knowledge, skills and abilities may also be considered.

Experience in clerical work which shall have involved record keeping and compiling reports, in scheduling of manpower and/or vehicles, operation of various office machines and technology systems; or combination of experience and training to provide essential knowledge, skills, and abilities.

Must maintain a valid Wisconsin driver’s license and provide proof of automobile insurance.

Must successfully pass caregiver and criminal background check.

Job related testing may be required.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, talk, see, and hear. The employee is occasionally required to walk; use hands to handle, or feel objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close and far vision and the ability to adjust focus.

TOOLS AND EQUIPMENT USED:

Multi-line telephone system, computers, software systems, social media, virtual technology, copy/fax machine; postage machine, calculator, cell phone, and various types of vehicles for the transportation program.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee normally works in a pleasant office environment. The noise level in the work environment is usually quiet.

CLOSING STATEMENT:

This position description has been prepared to assist in defining job responsibilities, physical demands, working conditions and skills needed. It is not intended as a complete list of job duties, responsibilities and/or essential functions. This description is not intended to limit or modify the right of the supervisor to assign, direct and control the work of employees under supervision. The County retains and reserves any and all rights to change, modify, amend, add to, or delete from any section of this document as it deems, in its judgement, to be proper.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The duties are subject to change by the employer as the needs of the employer and requirements of the job change.