ABILITY TO: Develop, design, and deliver training to end users; including the creation of training documentation and quick reference guides; excellent interpersonal skills and the ability to effectively communicate verbally and in writing providing excellent customer service; excellent organizational skills with the ability to multitask and handle multiple priorities/tasks simultaneously in a fast-paced environment; Plan, lay out, assign, coordinate, direct and review the work of others; understand program operations and details, and relate clerical operations to other program functions; interpret and apply rules, regulations, policies and procedures governing operations; deal tactfully with the public and others; effectively handle emergency and workload problems; prepare various reports and correspondence; supervise two or more groups of clerical workers through a subordinate level of supervision; for some positions, type accurately at an acceptable rate of speed, or accurately type and take and transcribe shorthand dictation at acceptable rates of speed; for some positions, operate and maintain various office appliances and equipment, and/or operate an automobile. GENERAL CLERICAL EXPERIENCE: Four and one-half (4-1/2) years of responsible typing, stenographic, substantive clerical work, or any combination of these experiences which duties demonstrated knowledge of English grammar, spelling, arithmetic, common office appliances and equipment; and the ability to read and understand oral and written instructions, carry out procedures in clerical work systems, speak and write simply and directly, observe differences in copy and proofread words and numbers quickly and accurately, and operate various kinds of office equipment.