Department of Workforce Development
Desk Manual – AJCC Office Assistant II
Overview
|Introduction |The Office Assistant II (OAII) position in the Workforce Development Department provides clerical support to staff|
| |providing services at the America’s Job Centers of California (AJCCs). |
| | |
| |The OAII: |
| |Fosters excellent customer service through positive interactions with customers of the AJCC |
| |Provides support to the Workforce Development Manager, the Workforce Development Supervisor, and other Workforce |
| |Development staff, as assigned |
|Contents |This publication contains the following topics, along with a Best Practices section: |
| | |
| |Topic |
| |See Page |
| | |
| |General Duties |
| |2 |
| | |
| |Office Support |
| |3 |
| | |
| |Request for Services |
| |4 |
| | |
| |Transmittals/Fiscal Reporting |
| |10 |
| | |
| |Closed Files |
| |11 |
| | |
General Duties
|Duties |The OAII duties may include, but are not limited to: |
| |Answering phones and scheduling appointments |
| |Providing general information to the public |
| |Data entry (manual scans, case notes, registrations) |
| |Preparing letters, memos and reports |
| |Maintaining files |
| |Issuing supportive services |
| |Ordering, storing and distributing office supplies and printed materials |
| |Completing and submitting transmittals to the Central Data Unit (CDU) and Admin Fiscal Unit |
| |Scheduling rooms for workshops, recruitments, and meetings |
| |Mail processing/distribution |
| |Maintaining the county vehicle log |
| |Reviewing Workforce Innovation & Opportunity Act (WIOA) applications |
Office Support
|Customer Assistance |When providing customer assistance, the OAII may: |
| |Assist customers and answer questions |
| |Review WIOA applications to ensure form completion |
| |Enter Data (manual scans, case notes, registrations) |
|Supply Orders |The OAII may be in charge of offices supplies, s/he may: |
| |Generate supply orders |
| |Store and distribute office supplies |
| |Keep a record of supply orders and distribution |
| |Compare bills and invoices against purchase orders |
| |Confer with vendors as needed |
|Community Outreach |The OAII may be assigned to attend and participate in committee meetings, job fairs, and specialized support |
| |groups. |
Request for Services
|Supportive Services |The Request for Services (Form 804) is used to request supportive services for customers enrolled in the WIOA |
| |program on a case-by-case basis. The Workforce Development Specialist (WDS) completes Form 804, receives |
| |supervisor approval, and forwards Form 804 to OAII or Workforce Development Technician (WDT) for |
| |issuance/processing the following: |
| |Reimbursements |
| |Gas cards |
| |Bus passes |
| |Vouchers |
| | |
| |*Request for Services (Form 804) is located on the Home drive in the AJCC Resources & Forms folder |
|Reimbursement |To complete a reimbursement to a customer, the OAII takes the following steps: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Verify the following on Form 804: |
| |Service level box |
| |Funding source |
| |Attachments match entries |
| |Period Covered |
| |Signatures and printed names of the WDS and Supervisor with dates, and customer signature with date |
| | |
| |2 |
| |Sign, print name, and date as Issuer |
| | |
| |3 |
| |Transfer information from Form 804 onto to the Daily Transmittal Sheet |
| | |
| |4 |
| |Make copies of documentation and file |
| | |
| |5 |
| |Send documents for payment to the Admin Fiscal Unit |
| | |
| |6 |
| |Enter case note |
| | |
| |7 |
| |Enter supportive data into local AJCC and Fiscal’s budget spreadsheets |
| | |
Continued on next page
Request for Services, Continued
|Gas Card Issuance |To issue gas cards to a customer, the OAII completes the following steps: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Verify the following sections are completed on Form 804: |
| |Service Level box |
| |Funding source |
| |Period Covered |
| |Signatures and printed names of the WDS and Supervisor with dates |
| | |
| |2 |
| |Remove the required number of cards from the safe/locked file cabinet |
| | |
| |3 |
| |Enter the following information on the Gas Card Control Log next to designated card number: |
| |Date issued |
| |Customer name |
| |Last 4 digits of social security number |
| |Adult, Dislocated, etc. |
| |Service Level |
| |Balance on hand |
| |WDS name |
| |Printed name and signature of “Card Custodian” |
| | |
| |4 |
| |On Form 804, in the transportation section, enter the last 6 digits of the first card and the last 6 digits of the|
| |last card issued |
| | |
| |5 |
| |Issue the gas card(s) and have customer sign and date Form 804 to verify receipt |
| | |
| |6 |
| |Sign, print name, and date as Issuer |
| | |
| |7 |
| |Enter a case note |
| | |
| |8 |
| |Enter supportive data into local AJCC and Fiscal’s budget spreadsheets |
| | |
| |9 |
| |Give a copy of Form 804 to the WDS for customer file and file original by month |
| | |
Continued on next page
Request for Services, Continued
|Issuing a Bus Pass |To issue a bus pass to a customer, the OAII completes the following steps: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Verify the following sections are completed on Form 804: |
| |Service Level box |
| |Funding source |
| |Period Covered |
| |Signatures and printed names of the WDS and Supervisor with dates |
| | |
| |2 |
| |Remove the bus pass from the safe/locked file cabinet |
| | |
| |3 |
| |Enter the following information on the Bus Pass Control Log: |
| |Date issued |
| |Customer name |
| |Last 4 digits of social security number |
| |Adult, Dislocated, etc. |
| |Service Level |
| |Bus Pass Number(s) |
| |Balance on hand |
| |WDS name |
| |Printed name and signature of “Card Custodian” |
| | |
| |4 |
| |On Form 804, in the transportation section, enter the entire bus pass number |
| | |
| |5 |
| |Issue the bus pass and have customer sign and date Form 804 to verify receipt |
| | |
| |6 |
| |Sign, print name, and date as Issuer |
| | |
| |7 |
| |Enter a case note |
| | |
| |8 |
| |Enter supportive data into local AJCC and Fiscal’s budget spreadsheets |
| | |
| |9 |
| |Give a copy of Form 804 to the WDS for customer file and file original by month |
| | |
Continued on next page
Request for Services, Continued
|Issuing a Voucher |To issue a Vendor Voucher, the OAII completes the following steps: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Ensure that receipt/invoice is attached and verify amounts |
| | |
| |2 |
| |Verify the following sections are completed on Form 804: |
| |Service Level box |
| |Funding source |
| |Period Covered |
| |Payable to – Vendor Name, Address, City, State, & Zip Code |
| |Signatures and printed names of the WDS and Supervisor with dates |
| | |
| |3 |
| |Remove a Voucher from the safe/locked file cabinet |
| | |
| |4 |
| |Ensure that the voucher # matches and enter the following information on the Voucher Control Log: |
| |Issue date |
| |Customer name |
| |Last 4 digits of social security number |
| |Adult, Dislocated, etc. |
| |Service Level |
| |Balance on hand |
| |Name of WDS in “requested by” column |
| |Printed name and signature of “Card Custodian” |
| | |
Continued on next page
Request for Services, Continued
|Issuing a Voucher | |
|(continued) |Step |
| |Action |
| | |
| |5 |
| |Enter the following information on the voucher: |
| |Last 4 digits of social security number |
| |Date issued |
| |Funding Source (found on Form 804 - Adult or DW) |
| |Participant name (customer name) |
| |Activity (service level) |
| |Advisor name |
| |Advisor phone number |
| |Vendor information (Name, Address, City, State, & Zip Code) |
| |Void date – enter 10 business days from issuance date |
| |Maximum Amount Payable – amount approved on Form 804 (ensure receipt matches)* |
| |Item – enter “Items per attached only” or list each item |
| |Enter Total Amount; itemized financial breakdown not required |
| |Issuance Clerk - sign and date |
| |Stamp voucher with AJCC address in the “forward” box |
| | |
| |6 |
| |Make a copy of the receipt or invoice |
| | |
| |7 |
| |Have customer sign and date for receipt of voucher |
| | |
| |8 |
| |Explain to customer that the voucher is only valid until the void date and can only be used for items listed on |
| |the receipt/invoice. Customer will need to sign voucher again upon receipt of items/service |
| | |
| |9 |
| |Detach pink copy of voucher, staple to original receipt/invoice and Form 804 |
| | |
| |10 |
| |Staple copy of receipt/invoice to white and yellow voucher copies and give to customer, and provide return |
| |envelope addressed to issuance clerk for vendor submission |
| | |
| |11 |
| |Enter case note |
| | |
| |12 |
| |Enter supportive data into local AJCC and Fiscal’s budget spreadsheets |
| | |
| |13 |
| |Copy to WDS, originals (with pink) in pending file |
| | |
| |14 |
| |Enter info on the daily transmittal under “Voucher to Vendor” |
| | |
| | |
| |**Actual amount payable may vary by 4% based upon sale or cost increase of item |
Continued on next page
Request for Services, Continued
|Vouchers Returned by |The vendor returns the white portion of the voucher after providing the customer with purchased items. The |
|Vendor |following steps are taken to start the payment process: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Match original white voucher to pink copy |
| | |
| |2 |
| |Review for vendor certification signature and amount |
| | |
| |3 |
| |Log information on the Daily Transmittal sheet using the “Voucher to Fiscal” section |
| | |
| |4 |
| |Send originals (pink and white, Form 804, and receipts) to fiscal |
| | |
| |5 |
| |Enter case note if changes warrant an additional explanation |
| | |
Transmittals/Fiscal Reporting
|Introduction |Fiscal reporting is completed on a daily and monthly basis. Documents must be processed and sent to WDD Admin for|
| |payment. |
|Daily Transmittal |On a daily basis, all ITAs, Invoices, Vouchers and Reimbursements are tracked and reported to the Workforce |
| |Development Manager and fiscal department. |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Enter all document information in corresponding columns on transmittal spreadsheets |
| | |
| |2 |
| |Make a copy of transmittal sheets, Form 804 (vouchers and reimbursements) and send originals to Fiscal |
| | |
| |3 |
| |File copies in AJCC Fiscal folder |
| | |
|Monthly Reporting Request|On a monthly basis, the control logs for vouchers, gas cards, and bus passes issued are sent to Fiscal. The month|
|for Services |end report will include the following: |
| | |
| |Original Control Logs for current month |
| |Original Form 804 documents for all bus passes and gas cards |
| | |
| |**Do not send the monthly report in same envelope as daily transmittal |
Closed Files
|Overview |When customers have exited the WIOA program and all required follow up has been completed, the case is sent to |
| |closed files. |
|Preparing Files for |Closed files are maintained on site for two years. To prepare files for on-site storage complete the following: |
|on-site storage | |
| |Step |
| |Action |
| | |
| |1 |
| |Transfer file contents to a manila folder, if needed |
| | |
| |2 |
| |Verify closure date in VOS |
| | |
| |3 |
| |Verify WDS case note regarding case being sent to closed files |
| | |
| |4 |
| |Label folder with last name, first name, last 4 of SSN and exit date |
| | |
| |5 |
| |Enter case note indicating file stored on-site, include exit date |
| | |
| |6 |
| |File alphabetically by date |
| | |
|Preparing Files for |After two years of on-site storage, files are sent off-site to Central Closed files where they are stored until |
|off-site Storage |destruction date. To prepare files for shipment to Central Closed files, complete the following: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Box case files in alphabetical order |
| | |
| |2 |
| |Enter case note indicating case is being sent to Central Closed Files (include box # and destruction year) |
| | |
| |3 |
| |Create an electronic Inventory Log with the following information: |
| |Case names |
| |Case numbers |
| |Year case closed |
| |Box number |
| | |
| |4 |
| |Attach a “carton contents” label to the front and back of box; tape closed |
| | |
| |5 |
| |Contact Central Closed Files for pick up |
| | |
Continued on next page
Closed Files, Continued
|Requesting Files from |When files have been sent to Central Closed Files and are needed for audit or other purposes, the following steps |
|off-site storage |are taken to retrieve the file: |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |E-mail requested file retrieval information to “Central Closed Files” by providing box number and year |
| | |
| |2 |
| |When file is received from Central Closed Files forward file to WDS and enter case note |
| | |
WDD Best Practices
Purpose
|Purpose Statement |The purpose of Best Practices at the San Bernardino County Workforce Development Department (WDD) is to: |
| |Set fundamental standards that guide us in our work; |
| |Maintain flexibility to meet the special needs of the three, diverse regions we serve (West Valley, East Valley, |
| |and High Desert); and |
| |Review our effectiveness and “raise the bar” whenever possible. |
| | |
| |Our focus is results-driven so: |
| |Local employers find employees to meet their business needs; |
| |The unemployed and underemployed find work; |
| |Customers receive the appropriate internal and external training to overcome the barriers that prevent them from |
| |sustained employment. |
| | |
| |Our goal is to: |
| |Enlist and engage the support, expertise and experience of WDD’s employees toward continuous improvement, |
| |efficiency and results; |
| |Promote career development of the WDD employees to ensure attainment of WDD’s mission; and |
| |Track our progress and provide WDD management with the tools to demonstrate our effectiveness to local, state and |
| |federal governments and to the communities we serve. |
|Contents |This part contains the following topics: |
| | |
| |Topic |
| |See Page |
| | |
| |Customer Intake Process |
| |14 |
| | |
| |Front-Desk and Resource Room Excellence |
| |16 |
| | |
Customer Intake Process
|Overview |WIOA customers are required to attend an orientation. The goal is to ensure customers have the information they |
| |need to be successful while utilizing our services. The following Best Practices describe the initial contact with|
| |new customers, the intake process and scheduling of Orientation. |
|Job description |The support staff will be the facilitator of these procedures. Organization skills and the ability to multi-task |
| |are vital to this process since many things are happening simultaneously with multiple customers. |
|Process |Upon the customer’s arrival to the AJCC, he/she is greeted and asked how we can be of service. Each time a |
| |customer visits the center, he/she signs in at the front desk using a Customer Check-in card. |
| | |
| |Step |
| |Action |
| | |
| |1 |
| |Customer logs name, last four numbers of social security number, check in time, and is asked by staff if he/she |
| |has served or is serving in the US Military to enable interface with EDD Veteran’s Services staff |
| | |
| |2 |
| |Staff searches for the customer in CSB-WIN to verify registration or enrollment. |
| | |
| |3 |
| |If customer is not registered in csb-, a copy of the following is taken: |
| |Social Security card |
| |ID |
| |Proof of veteran status (if applicable) |
| |Verification of UI Benefits if exhausted or receiving benefits |
| | |
| |4 |
| |The copies are attached to the questionnaire; the customer then completes the questionnaire while staff verifies |
| |selective service registration (if applicable) |
| | |
| |5 |
| |Customer is registered on CSB-WIN and given a User ID or Registration card which includes the User ID and Password|
| |used for the CSB-WIN system |
| | |
Continued on next page
Customer Intake Process, Continued
|Process (continued) | |
| |Step |
| |Action |
| | |
| |6 |
| |Upon completion of registration, the customer is scheduled for one of four Orientations. Staff schedules the |
| |customer on the appropriate Orientation Log and documents the scheduled time on the User ID card. |
| | |
| |7 |
| |Staff verifies completion of registration and completes a manual scan. |
| | |
| |8 |
| |Once these steps have been completed, the customer can begin using the resource room immediately to begin their |
| |job search, develop a resume, or access any other self-service. |
| | |
| | |
| |If a customer is unable to provide proper identification, they are given the questionnaire to complete at home and|
| |return. They are also provided with instructions on how to self-register on csb- from home. As a |
| |courtesy, the customer is allowed to use the resource room. |
| | |
| |Where available, job search and interview technique videos play in the lobby for customers to watch while waiting.|
| | |
| | |
| |To assist with short wait time and prompt service, signs are posted that encourage customers to check back with |
| |the lobby staff if they have waited more than 15 minutes for a scheduled appointment. |
|Options for Orientation |Orientation - Most customers will attend a regular, one and a half hour orientation. This orientation provides an |
| |overview of programs, services and enrollment paperwork is completed and collected. At least 75 appointments are |
| |available for customers each week. |
| |Veterans’ Orientation – To provide our US Veterans with Priority Service, a weekly Veterans’ Orientation is |
| |offered. Enrollment paperwork is completed and collected, an assessment is given and an Individual Employment |
| |Plan is begun. Each week, at least 10 appointments are saved for Veterans. |
| |Spanish Speaking Only (SSO) Orientation – To assist WIOA monolingual Spanish speakers. The orientation is offered |
| |once a month in Spanish. Enrollment paperwork is completed and collected. The Orientation provides an opportunity|
| |for networking with other job seekers. |
| |Individual Orientation – For customers with special circumstances (work or school schedule conflicts, extensive |
| |travel, OJT opportunities, etc.), a one-on-one orientation is provided. |
Front-Desk and Resource Room Excellence
|Overview |The first impression of the AJCC begins at the front desk; services provided there are invaluable to customers of |
| |the Workforce Development Department. As an extension of the front desk, the resource room is equally important. |
| |The following Best Practices reflect the very best of what the reception area and resource rooms have to offer. |
|First impressions |Creating a comfortable atmosphere at the front desk and in the resource room may seem even more challenging than |
| |providing excellent customer service. |
| |The following are simple rules to remember and apply: |
| |Create an open and welcoming environment. The first impression of the AJCC, the Department and the Program begins |
| |at the reception desk or on the reception phone. |
| |View things from the customer’s perspective; smiles and acknowledgment set the tone. |
| |The reception and resource room staff areas should be pleasing. Think about sight, smell, and sound. |
| |Maintain a professional workstation free of food, drinks and cell phones. |
| |Staff should maintain a pleasant and positive outlook. |
| |Be solution-oriented if there is a problem or a concern. |
| |Find someone to assist with any difficult questions that arise (such as duty WDS, Supervisor and/or Manager). |
|Staffing and support |When staffing the front desk and resource room. Consider individuals who have a warm and friendly demeanor and |
|tools |that can provide an approach that is responsive to the customer. |
| | |
| |Optimum results are achieved when all support staff members have access to a variety of tools such as: |
| |Job duty descriptions |
| |Policies and procedures |
| |Resource binder |
| | |
| |Monthly meetings are beneficial in creating a team environment where everyone stays well informed and concerns can|
| |be shared. |
Continued on next page
Front-Desk and Resource Room Excellence, Continued
|Guidelines |Front Desk/Reception and Resource Room Staff should… |
| |Dress appropriately. Look neat, professional, and presentable. Always practice good personal hygiene and modesty |
| |Have resource phone numbers handy, i.e. co-workers, employers, contractors, vendors, community resources, |
| |emergency contact numbers, etc. Keep important numbers on the computer desktop and a resource binder near |
| |Be courteous and respectful with a positive attitude; smile. Treat everyone like they are the most important |
| |person that has walked into the Center that day |
| |Leave personal matters at home |
| |Keep small talk with visitors to a minimum so it doesn’t interfere with phone calls or other duties |
| |Diffuse difficult situations by being an active listener and keeping calm. Speak clearly, without raising your |
| |voice and ask for assistance as needed |
| |Give good directions and thoroughly explain next steps or processes |
| |Keep busy; a receptionist is always on task and in view of customers |
| |As soon as someone enters the office or resource room, acknowledge them with a pleasant greeting |
| |When a customer or visitor asks for a staff member, always get a first and last name and the name of the |
| |organization they are representing (as applicable) before calling the staff member. After receiving instructions |
| |from the requested staff member, inform the visitor of next steps (i.e. “Mr. Smith will be with you shortly; |
| |please have a seat”) |
| |Answer the phone politely and with standard greeting, identify your AJCC. Make sure the phone is answered on the |
| |first or second ring. Keep hold time brief |
| |Direct calls politely with a standard phrase such as "One moment please or I will transfer you now.” Politely |
| |thank the caller and direct the call accordingly |
| |Refer to Resource binder for Unemployment Insurance (UI) inquiries |
| |Prepare needed materials prior to opening office |
Continued on next page
Front-Desk and Resource Room Excellence, Continued
|Front Desk & Resource |Some duties may include, but are not limited to: |
|Room duties |Perform clerical work in support of department staff |
| |Complete registration process in CSB-WIN and scheduling customers for Orientation |
| |Assist resource room customers with equipment (fax, scanner, copy machines, etc.) and answer inquiries |
| |Provide general information, instructions and assistance regarding WIOA programs and services to the public; |
| |answering questions regarding our department procedures. |
| |Direct customers efficiently to their destination |
| |Verify documentation as needed for registration or enrollment |
| |Assist JPS and Advisors with scheduling appointments |
| |Schedule appointments for workshops |
| |Check- in customers for Orientation and workshops |
| |Answer telephones, taking and relaying messages |
| |Notify Advisors of customer arrival for appointment via E-mail or phone |
| |Enter Manual Scans and case notes into WIN system for registration and resource room use, and workshop attendance |
| |Sort, recycling, and displaying newspapers in resource room |
| |Sort and distributing mail |
| |Clean up resource room and tables |
| |Monitor customer time on the computers to ensure that equipment is used properly and that customers are rotating |
| |if resource room is crowded |
| |Maintain copiers, printers and fax machine paper levels |
| |Assist in the training of other staff members as needed |
| |Assist Advisors |
| |Maintain copies of office forms needed (Workshop logs, registration slips, password reset slips, workshop |
| |appointment slips, CalJOBS slips, etc.) |
Continued on next page
Front-Desk and Resource Room Excellence, Continued
|Resource Room equipment |The resource room is designed to provide equipment and software that a job seeker needs for an effective job |
| |search, including: |
| |Personal computers |
| |Printers |
| |Fax machines |
| |Telephones |
| |Scanners |
| |Internet access |
| |Library of print materials including books, periodicals, and directories |
| |Resume paper |
| |Disks |
| |Typing tutorial software (such as Mavis Beacon Typing Tutor) |
| |Resume assistant software (such as WinWay Resume Builder) |
| |Assistive Technology |
................
................
In order to avoid copyright disputes, this page is only a partial summary.
To fulfill the demand for quickly locating and searching documents.
It is intelligent file search solution for home and business.
Related download
Related searches
- idaho department of workforce services
- department of workforce services wyoming
- indiana department of workforce development ess
- state of wyoming department of workforce services
- maryland department of workforce development
- office of workforce development maryland
- department of social development south africa
- department of social development posts
- indiana department of workforce development
- department of social development jobs
- department of workforce development indiana
- indiana department of workforce department