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  Applies innovative solutions to problems; designs new methods where established methods and procedures are inapplicable or are unavailable.
• Carries out customer service activities requiring regular attendance at work and to report to work on time. Field Operations processes contain critical time frames and excessive absenteeism negatively impacts the meeting of those time frames subsequently affecting customers and other community partners.
• Comprehend, interpret and apply work rules, policy, regulations and procedures as well as concepts and principals of the specific work duties in order to meet performance standards.
• Effectively communicate orally by expressing ideas and facts to individuals or groups; makes clear and convincing presentations (free of grammatical and factual errors) both orally and in writing; listens to others; facilitates an open exchange of ideas; build, foster and maintain partnerships at a variety of levels. Actively listens to facilitate the exchange of information in order to provide positive and professional customer service both within the agency and in the community.
• Identifies a need for and knows where or how to gather information by prioritizing, organizing and maintains information to meet completion deadlines.
• Identifies rules, principles, or relationships that explain reasonable facts, data, or other information that analyzes information and correct inferences or draws accurate conclusions.
• Interacts in a team environment to manage group processes, facilitates and encourages cooperation pride, trust and group identity, fosters commitment and team spirit; works with others to achieve goals.
• Obtain information from a wide variety of sources, including written materials, telephone conversations and through computer databases and to be able to read and interpret the data. Ability and knowledge of Word, Excel, and the Internet.
• Obtains information from a wide variety of sources, including reading written materials, documenting telephone conversations, searching computer databases in order to interpret information and accurately communicate the information to others.
• Operate office equipment and maintain files including those in the following formats Word, Excel, PDF and the Internet; Type and perform data input and retrieval on a computer. Maintains and troubleshoots computer equipment with the assistance of IT.
• Perform mathematical calculations accurately in the process of completing assigned duties.
• Prioritize and organize work tasks in such a way that deadlines are met and work performance meets expectations.
• Troubleshoots problematic situations to find innovative solutions to present to administration and the supervisor. Confronts crisis situations and high stress situations in a calm and orderly manner maintaining confidential information as required by the agency and assuring safety is a top priority for all in the office.
• Understands quality is defined by the customer; therefore services are designed by working closely with customers and measuring performance in meeting their needs and expectations.
• Within an office environment, provides Division support to large segment of agency through managing internal and external requests for information and legislative reviews requiring comprehension of request, independent judgment to assign and adherence to agency formatting of timely response or communication. Interact with employees and customers in a positive customer service manner in order to resolve problems and answer customer inquiries. Customer contacts may include correspondence, telephone or walk-ins to the local office.

Sixty semester hours (or equivalent academic units) from an accredited college or university;

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We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Iowa. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with the State of Iowa.

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