Office Specialist 2

Class Characteristics

Under general supervision to perform clerical support activities of a technical or specialized nature which require advanced skills, and independent judgment and discretion; to provide specialized programmatic information and assistance to the public; and to do other work as required.

Distinguishing Characteristics

The Office Specialist series performs a variety of clerical support activities in accordance with generally established guidelines, regulations or procedures.  Incumbents are expected to learn and apply program-specific processes and provide accurate information to the public. Work is typically performed within well-defined parameters, and higher-level assistance is available for non-routine and unusual situations.

The Office Specialist 2 is the journey level classification in the series. Incumbents perform a range of clerical duties of a technical or specialized nature including regularly processing specialized forms and records subject to regulatory and compliance requirements, maintaining and tracking sensitive or complex records, and supporting program or compliance-related functions through the monitoring of documents for completeness, record retention, and data integrity.

Positions at this level exercise greater independence in applying established policies and procedures and serve as a resource to staff and the public regarding program-specific processes as assigned. Incumbents may be responsible for coordinating or maintaining an essential, but well-defined, clerical function for a program or office.

Duties require the ability to review information for accuracy and completeness, apply established rules and procedures to varied situations, and resolve non-routine issues by referencing guidelines, manuals, or consulting with appropriate staff. Incumbents act as the initial resource for a large volume of complex public inquiries, exhibiting discretion, courtesy, and maintaining composure under stressful situations. Employees are expected to use initiative and program-specific knowledge to receive, organize, process and distribute information, and to support effective operations by recommending improvements to routine office procedures. Work at this level does not include responsibility for report development, data analysis, or making program-level recommendations.

The Office Specialist 2 is distinguished from the Office Specialist 1 by the performance of more technical or specialized clerical duties and by the greater independence exercised in applying established procedures.

The Office Specialist 2 differs from the Administrative Specialist series, which performs administrative assignments for a County director, manager, or work team including project coordination and budget-related functions.

The Office Supervisor differs from this level due to its full supervisory responsibility for office support staff and is accountable for overall office operations including the development, implementation, and improvement of office procedures and workflows.

Typical Tasks

Duties may include but are not limited to the following:

1. Performs technical and specialized clerical duties in support of program operations, including processing specialized, regulatory, financial, or confidential documents; may provide notary services as required; reviews materials for completeness; ensures compliance with established requirements, procedures, and deadlines; coordinates assigned clerical functions or processes for program, office, or service area; tracks workflow status; ensures timely processing of documents and information.
2. Provides receptionist and customer service support including answering and routing calls to appropriate sources; responds to inquiries regarding program services, processes, forms, and office procedures; schedules appointments; checks in clients; makes outgoing calls related to services or appointments; serves as the first point of escalation for non-routine customer service issues; determines when to refer members of public or clients to appropriate staff member(s) for assistance.
3. Reviews, processes, enters, and maintains information in databases, tracking systems, spreadsheets, and other records systems; interprets data for proper input to program formats; researches errors and makes corrections in accordance with established procedures.
4. Composes routine correspondence and proofreads/edits document for grammar, clarity, punctuation and spelling without altering author's intent; prepares forms, notices, logs, and standard reports that do not require analysis or complex technical compilation.
5. Maintains specialized physical and electronic filing and records systems; ensures retention, retrieval, security, and disposal of records in accordance with applicable requirements; assists with public records or internal records requests.
6. Monitors transactions, case activity, billing information, fees, or other program data for accuracy and completeness; processes routine financial transactions including accounts payable related to client interactions, and receipting; reconciles routine discrepancies including corrections in basic math, pay codes, and client information; prepares supporting documentation and maintains related records.
7. Provides assistance scheduling and setting up conference rooms for meetings and events related to client services or public engagement. 
8. Effectively operates technical office equipment; serves as departmental liaison with service and vendor personnel when problems occur; resolves routine equipment issues by consulting manuals, vendor guidance, or support resources.
9. Provides training and guidance to staff in assigned clerical processes and procedures; assists with implementation of updated forms, procedures, and office systems.
10. Performs special projects and other duties related to assigned program support functions.

For positions within clinic settings, duties may include:

11. Registers clients for clinic services; verifies insurance eligibility and benefits through contacts with insurance carriers and database systems; enters demographic, financial and insurance information into one or more electronic health records system in compliance with HIPAA requirements and established Oregon Administrative Rules (OARs); explains intake processes, clinic fees and financial assistance options.

For Positions within Facilities, duties may include:

12. Leads the work of lobby reception staff which includes reviewing work for completeness and compliance with established policies and procedures; recommending improvements to workflow and office procedures; developing and formally administering training on procedures; and assisting management with scheduling staff to ensure adequate lobby coverage for meetings and events.
13. Assists with litter patrol; monitors cleanliness of county-owned properties, and supplies; notifies maintenance staff of issues related to buildings, parking lots, or restrooms; identifies possible safety hazards and required maintenance.

For Positions within Water Environment Service (WES), duties may include:

14. Receives and documents public reports regarding wastewater and stormwater concerns, including spills, illicit discharges, runoff, odors, and other environmental or operational issues; gathers pertinent information and creates service requests for operational staff investigation and response.

Required Knowledge and Skills

Considerable knowledge of: Office practices, procedures and records management methods; basic English composition, spelling, grammar and punctuation; arithmetic and clerical accounting principles; customer service techniques; data entry and records maintenance practices; standard office software and business systems.

Some knowledge of: Principles of training; workflow coordination and work prioritization methods; applicable program or office policies and procedures; rules, regulations, statutes, confidentiality standards, and record retention requirements related to assigned area of responsibilities.

Working knowledge of: Office equipment and specialized program systems, including computers, databases, spreadsheets, word processing applications, scheduling systems, and software used in assigned work.

Skill to: Independently and accurately perform technical and specialized clerical duties in accordance with established procedures and program requirements; interpret and apply policies, procedures, and guidelines to specific work situations; maintain accurate records and filing systems; establish and maintain effective working relationships with employees, clients, members of the public, vendors, and representatives of other agencies; communicate effectively, both orally and in writing; review information for completeness and accuracy, and identify routine discrepancies; organize and prioritize multiple assignments with competing deadlines and interruptions; provide courteous and effective customer service in routine and non-routine situations; apply related principles, policies and procedures to specific work assignments; operate office equipment and software systems effectively; learn and apply specialized program processes and terminology; provide training and guidance to staff related to assigned clerical functions.

Working Conditions

Duties may include contact with individuals from varied socioeconomic groups, or individuals who are hostile and/or emotionally distressed and in need of Clackamas County services.

Within Facilities: Duties require frequent reaching overhead, kneeling, bending, grasping, fine motor control, the ability to lift and lower objects up to 35 pounds, and push 130 pounds, and frequent exposure to slippery surfaces and adverse weather conditions. 

Minimum Qualifications

Minimum qualifications are used as a guide for establishing the minimum experience, education, licensure, and/or certifications required for employment in the classification. The following minimum qualifications are established for this classification. Additional minimum qualifications and special conditions may apply to a specific position within this classification and will be stated on the job announcement.

Experience: A minimum of two (2) years of related experience that would provide the required knowledge and skills to perform the responsibilities of this position.

Licenses/Certifications: None required.

Pre-Employment Requirements

Positions within the County's Criminal Justice agencies must successfully pass an extensive background investigation which will include national fingerprint records check; some positions within Non-Criminal Justice agencies must successfully pass a criminal history check which may include national or state fingerprint records check.

All positions within the County's Criminal Justice agencies and Housing Authority must pass a pre-employment drug test.

Within Facilities, employment is contingent upon passing a post-offer physical assessment.  Accommodation requests will be reviewed on an individual basis in compliance with State and Federal legislation.

Some positions require driving for County business to accomplish work. These incumbents must possess a valid driver’s license, and possess and maintain an acceptable driving record through the course of employment. The Department of Human Resources maintains a record of positions requiring driving/driver’s license. Contact Human Resources for position-specific information.

Post-Employment Requirements

Positions within the Sheriff’s Office must possess the following certifications within six (6) months of hire:

• Law Enforcement Data System (LEDS) certification at the level for entry/update of a record (not query access level)

Position within the Sheriff’s Office and WES must possess the following certifications within six (6) months of hire:

• Possession of the State of Oregon Notary Public Certification

Established: 10/80
Revised: 8/90, 6/07, 12/15, 8/26
Edited: 11/20
FLSA: Non-Exempt
EEO: 6