STATE OF NEW HAMPSHIRE
HUMAN RESOURCES
CLASSIFICATION: CLAIMS AND
HEARINGS CLERK II
Class Code: 2031-12
Date Established: 02-27-02
Occupational
Code: 1-2-2
Date of Last Revision: 09-16-02
BASIC PURPOSE: To respond to
public complaints, inquires and requests and resolves independently or refers
to immediate supervisor as necessary.
CHARACTERISTIC
DUTIES AND RESPONSIBILITIES:
·
Investigates and
reviews complaints alleging potential violations and prepares recommendations
for remediation action.
·
Interviews and
records information from complaints through phone calls, correspondence or
in-person.
·
Offers information
and alternatives to consumers and mediates disputes when possible.
·
Presents complex
information to the public and others regarding agency federal or state laws and
regulations.
·
Establishes and
maintains a tracking system to control and organize files and report summary
data.
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DISTINGUISHING
FACTORS:
Skill: Requires skill
in recommending routine changes in standardized operating procedures OR in
retrieving, compiling and reporting data according to established procedures OR
in operating complex machines.
Knowledge: Requires
understanding and using business or trades vocabulary or basic arithmetic to
perform standard operating procedures.
Impact: Requires
responsibility for contributing to immediate, ongoing agency objectives by
facilitating the direct provision of services to the public or other state
agencies. Errors at this level
result in inaccurate reports or invalid test results and require a significant
investment of time and resources to detect.
Supervision: Requires no
supervision of employees or functions.
Working
Conditions: Requires performing regular job
functions under good conditions in a safe working environment.
Physical
Demands: Requires sedentary work, including
continuous sitting or occasional standing and walking.
Communication: Requires
explaining facts, interpreting situations, or advising individuals of
alternative or appropriate courses of action. This level also requires interviewing or eliciting
information from state employees or members of the general public.
Complexity: Requires a
combination of job functions to establish facts, to draw daily operational
conclusions, or to solve practical problems. This level also requires providing a variety of alternative
solutions where only limited standardization exists.
Independent
Action: Requires a range of choice in applying
a number of technical or administrative policies under general direction and in
making routine decisions or in recommending modifications in work procedures
for approval by supervisor.
MINIMUM
QUALIFICATIONS:
Education: Graduation
from high school, G.E.D. or it's equivalent. Each additional year of approved formal education may be
substituted for one year of required work experience.
Experience: Three years'
of clerical experience, preferably two years of which shall be with the claims
and hearings process, for an agency or business.
License/Certification: None required.
RECOMMENDED
WORK TRAITS: Knowledge of modern office practices
and procedures. Knowledge of
principles of office management.
Knowledge of claims and hearings procedures. Ability to keep complex records and to prepare periodic
reports from such records. Ability
to gather, assemble, correlate and analyze facts and identify existing or
potential problems. Ability to
establish and maintain good working relationships with other employees and the
general public. Must be willing to
maintain appearance appropriate to assigned duties and responsibilities as
determined by the agency appointing authority.
DISCLAIMER
STATEMENT: This class specification is descriptive
of general duties and is not intended to list every specific function of this
class title.
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Last Updated 05/10/02
URL: /hr/classspec_c/2031.htm