Public Services Specialist (Open & Promotional)

Responsibilities
This senior Public Services Specialist provides office support as a department receptionist. The role includes greeting callers and visitors, screening inquiries, taking messages, providing directions, answering questions about County services, handling mail, ordering supplies, maintaining logs, calendars, and performing general clerical tasks. The position requires excellent communication and judgment under stressful circumstances.

Deal with County visitors and callers who may have significant problems or confrontations.

Determine the nature of the visit or problem and explain policies, procedures, and regulations to the department.

Direct the visitor to the proper office or person.

Answer the telephone for a County office or offices; determine the nature of the call; direct callers or take messages.

Perform specialized office support work such as arranging prisoner transportation, completing intake forms, accepting specialized documents, and maintaining files.

Assist in placing calls, log calls, and assist County staff using telephone equipment and applications.

Preliminary check of telephone malfunctions and notify repair staff.

Perform basic office duties such as collating materials, distributing mail, preparing materials for mailing, completing forms, proofreading typed or printed materials, and typing correspondence reports.

Keep appraised of office activities and functions to communicate to the public.

May instruct other office staff in telephone equipment usage.

Provide relief and assistance for other office support assignments.

Provide off‑hours services as required.

Perform related duties as assigned.

Bilingual Fluency
Fluency in both English and Spanish is required for bilingual positions.

Knowledge of

Policies and procedures related to the department.

Techniques for dealing with the public in stressful situations.

Proper spoken and written business English.

Office practices and procedures, including operation of standard office equipment.

Basic business arithmetic.

Basic computer use and applications.

Skill/Ability to

Deal tactfully and effectively with callers and visitors under difficult conditions.

Determine the nature of a call or visit and recommend solutions.

Use initiative and sound independent judgment within guidelines.

Interpret, apply, and explain complex rules, policies, and procedures.

Understand and carry out oral and written instructions.

Perform detailed clerical work accurately, including arithmetic calculations.

Type with sufficient speed and accuracy for forms and correspondence.

Operate a multi‑line telephone system.

Education and Experience
Any combination of education and experience that provides the required knowledge, skills, and abilities. Typical qualification includes:

One year of receptionist and telephone operations experience.

Two years of general clerical experience in a business office.

Open and Promotional. Anyone may apply.

San Mateo County is an equal‑opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

HR Contact: Jennifer Reyes (05092025) – Public Services Specialist - E368

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