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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00019546 |
Description Activated On: 1/21/2026 1:10:56 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position is in the Bureau of Health Statistics and Registries, Division of Vital Records and supports the bureau’s mission to administer the vital events registry. This position’s primary responsibility is to provide customer service within the Communications Center. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Respond to telephone inquiries from the public, funeral directors, physicians, hospital records staff, coroners and other parties requesting information on accessing services related to issuance of vital records certified copies or vital events data. Provide information and referral for issues related to issuance of vital records certified copies or vital events data. Respond to inbound calls, triage calls, identify and define problem, find resolution alternatives sufficient to meet caller needs effectively. Evaluates needs, determining the best methods to meet those needs and advising and educating callers. Provide accurate, comprehensive and unbiased information. Conducts follow-up on caller inquiries not immediately resolved; assesses and meets the immediate, short-term need of callers who are experiencing a crisis. May be required to record calls/information into a software application for tracking and analysis. Offer alternatives to speaking/listening in English language as caller needs arise (such as translator or TTY/text). Complete daily production report which lists the number of applications processed, rejected, and telephone calls. Operate competently all office equipment, including personal computers, printers, facsimile machine, etc. Utilize various specialized computer programs to search and verify birth requests. Report any problems with computer programs or equipment to supervisor. Participate in securing the work environment and responsible for the maintenance of equipment. Assist supervisor in training new employees. Public Health Emergency Response – This position may be given an assignment to support the public health emergency response mission of the Department of Health. Emergency assignments could at times be received with little or no advance notice, and may continue for any period of time – ranging from a few hours to several weeks, depending on the nature of the circumstance. The emergency assignments may at times be performed under adverse conditions and may require travel to another site other than the employee’s assigned headquarters for a period of time. Assist in other units as needed. Perform other duties/tasks as assigned. DESCRIPTION OF ESSENTIAL JOB FUNCTIONS: 1. Answer and place telephone calls to assist customers which could amount to sitting 6 to 7 hours a day. 2. Answer and respond to incoming emails through the Communications Resource Account. 3. Utilize various computer programs and operate computer terminal which could amount to utilizing keyboard and sitting up to 7 hours a day. 4. Utilize the EBRS/EDRS program to assist callers to verify if their certified copies have been issued and to enter birth/death orders. 5. Complete daily production report. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Supervised through special and routine assignments. My work is reviewed through production reports, observations, and personal interviews. I am evaluated informally on a day-to-day basis and formally on an annual basis by the Division. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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