Eligibility Interviewers, Government Programs

Determine eligibility of persons applying to receive assistance from government programs and agency resources, such as welfare, unemployment benefits, social security, and public housing.

On the job, you would:

Compute and authorize amounts of assistance for programs, such as grants, monetary payments, and food stamps.
Keep records of assigned cases, and prepare required reports.
Compile, record, and evaluate personal and financial data to verify completeness and accuracy, and to determine eligibility status.

Important Qualities

Communication skills. Information clerks must be able to explain policies and procedures clearly to customers and the public.

Integrity. Information clerks, particularly human resources assistants, have access to confidential information. They must be trusted to adhere to the applicable confidentiality and privacy rules governing the dissemination of this information.

Interpersonal skills. Information clerks who work with the public and customers must understand and communicate information effectively to establish positive relationships.

Organizational skills. Information clerks must be able to retrieve files and other important information quickly and efficiently.

Personality

A3	Your Strengths	Importance	Characteristics of this Career
		93%	Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
		89%	Integrity - Job requires being honest and ethical.
		87%	Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
		87%	Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
		85%	Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
		84%	Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
		83%	Self-Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
		80%	Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
		76%	Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
		75%	Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
		75%	Initiative - Job requires a willingness to take on responsibilities and challenges.
		71%	Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
		71%	Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
		70%	Persistence - Job requires persistence in the face of obstacles.
		68%	Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
		60%	Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

A3	Your Strengths	Importance	Strengths
		83%	Social - Work involves helping, teaching, advising, assisting, or providing service to others. Social occupations are often associated with social, health care, personal service, teaching/education, or religious activities.
		78%	Conventional - Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
		56%	Enterprising - Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.

A3	Your Strengths	Importance	Values of the Work Environment
		67%	Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
		61%	Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
		56%	Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
		53%	Working Conditions - Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Aptitude

A3	Your Strengths	Importance	Abilities \| Cognitive, Physical, Personality
		81%	Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
		75%	Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
		72%	Written Expression - The ability to communicate information and ideas in writing so others will understand.
		72%	Speech Clarity - The ability to speak clearly so others can understand you.
		72%	Written Comprehension - The ability to read and understand information and ideas presented in writing.
		69%	Speech Recognition - The ability to identify and understand the speech of another person.
		66%	Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
		66%	Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
		60%	Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
		60%	Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
		56%	Near Vision - The ability to see details at close range (within a few feet of the observer).
		53%	Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.

A3	Your Strengths	Importance	Skills \| Cognitive, Physical, Personality
		61%	Speaking - Talking to others to convey information effectively.
		59%	Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
		57%	Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
		55%	Writing - Communicating effectively in writing as appropriate for the needs of the audience.
		55%	Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
		52%	Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
		52%	Service Orientation - Actively looking for ways to help people.

Job Details

Responsibilities

Explain regulations, policies, or procedures.

Interview employees, customers, or others to collect information.

Explain regulations, policies, or procedures.

Refer customers to appropriate personnel.

Compile data or documentation.

Interview employees, customers, or others to collect information.

Obtain personal or financial information about customers or applicants.

Record information about legal matters.

Schedule appointments.

Prepare documentation for contracts, transactions, or regulatory compliance.

Administer personnel recruitment or hiring activities.

Provide information to coworkers.

Calculate financial data.

Monitor financial information.

Assist individuals with paperwork.

Investigate personal characteristics or activities of individuals.

Obtain personal or financial information about customers or applicants.

A3	Your Strengths	Importance	Attributes & Percentage of Time Spent
		100%	Electronic Mail - How often do you use electronic mail in this job?
		94%	Telephone - How often do you have telephone conversations in this job?
		92%	Spend Time Sitting - How much does this job require sitting?
		91%	Importance of Being Exact or Accurate - How important is being very exact or highly accurate in performing this job?
		86%	Contact With Others - How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
		84%	Frequency of Decision Making - How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
		84%	Importance of Repeating Same Tasks - How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
		82%	Deal With External Customers - How important is it to work with external customers or the public in this job?
		82%	Time Pressure - How often does this job require the worker to meet strict deadlines?
		81%	Work With Work Group or Team - How important is it to work with others in a group or team in this job?
		77%	Letters and Memos - How often does the job require written letters and memos?
		74%	Indoors, Environmentally Controlled - How often does this job require working indoors in environmentally controlled conditions?
		74%	Face-to-Face Discussions - How often do you have to have face-to-face discussions with individuals or teams in this job?
		69%	Impact of Decisions on Co-workers or Company Results - What results do your decisions usually have on other people or the image or reputation or financial resources of your employer?
		66%	Structured versus Unstructured Work - To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
		66%	Freedom to Make Decisions - How much decision making freedom, without supervision, does the job offer?
		64%	Spend Time Making Repetitive Motions - How much does this job require making repetitive motions?

A3	Your Strengths	Importance	Tasks & Values
		93%	Working with Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
		91%	Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
		90%	Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
		87%	Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
		86%	Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
		84%	Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
		83%	Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
		79%	Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
		74%	Communicating with People Outside the Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
		74%	Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
		73%	Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
		69%	Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
		69%	Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
		66%	Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
		61%	Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
		61%	Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
		54%	Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
		53%	Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

What Information Clerks Do

Reservation and transportation ticket agents issue boarding passes to passengers.

Information clerks do routine clerical tasks such as maintaining records, collecting data, and providing information to customers.

Duties

Information clerks typically do the following:

Prepare routine reports, claims, bills, or orders
Collect and record data from customers, staff, and the public
Answer questions from customers and the public about products or services
File and maintain paper or electronic records

Information clerks do routine clerical tasks in an organization, business, or government. They use telephones, computers, and other office equipment, such as scanners and shredders.

The following are examples of types of information clerks:

Correspondence clerks respond to inquiries from the public or customers. They prepare standard responses to requests for merchandise, damage claims, delinquent accounts, incorrect billings, or complaints about unsatisfactory service. They may also check the organization’s records and type response letters for their supervisors to sign.

Court clerks organize and maintain records for courts of law. They prepare the calendar of cases, also known as the docket, and inform attorneys and witnesses about upcoming court appearances. Court clerks also receive, file, and send court documents.

Eligibility interviewers ask questions both in person and over the phone to determine whether applicants qualify for government assistance and benefits. They provide information about programs and may refer applicants to other agencies for assistance.

File clerks maintain electronic or paper records. They enter and retrieve data, organize records, and file documents. In organizations with electronic filing systems, file clerks scan and upload documents.

Hotel, motel, and resort desk clerks, also called front desk clerks, provide customer service to guests at the establishment’s front desk. They check guests in and out, assign rooms, and process payments. They also keep occupancy records; take, confirm, or change room reservations; and provide information about the hotel’s policies and services. In addition, front desk clerks answer phone calls, take and deliver messages for guests, and handle guests’ requests and complaints.

Human resources assistants provide administrative support to human resources managers. They maintain personnel records on employees, including their addresses, employment history, and performance evaluations. They may post information about job openings and compile candidates’ résumé for review.

Interviewers ask questions over the phone, in person, through mail, or online. They use the information to complete forms, applications, or questionnaires for market research surveys, census forms, and medical histories. Interviewers typically follow set procedures and questionnaires to get specific information.

License clerks process applications for licenses and permits, including administering tests and collecting fees. They determine whether applicants are qualified to receive a particular license or must submit additional documentation. They also maintain records of applications received and licenses issued.

Municipal clerks provide administrative support for town or city governments by maintaining government records. They record, file, and distribute minutes of town or city council meetings to local officials and staff and help prepare for elections. They may also answer information requests from local, state, and federal officials and the public.

Order clerks receive requests from customers and process their payments, which may involve entering the customer address and payment method into the order-entry system. They also answer questions about prices and shipping.

Reservation and transportation ticket agents and travel clerks take and confirm passengers’ bookings for hotels and transportation. They also sell and issue tickets and answer questions about itineraries, rates, and tours. Ticket agents who work at airports and railroads also check bags and issue boarding passes to passengers.

Work Environment

Information clerks held about 1.4 million jobs in 2022. Employment in the detailed occupations that make up information clerks was distributed as follows:

Hotel, motel, and resort desk clerks	257,700
Interviewers, except eligibility and loan	175,400
Court, municipal, and license clerks	170,600
Information and record clerks, all other	161,100
Eligibility interviewers, government programs	157,500
Order clerks	132,800
Reservation and transportation ticket agents and travel clerks	123,000
Human resources assistants, except payroll and timekeeping	107,600
File clerks	91,100
Correspondence clerks	6,000

The largest employers of information clerks were as follows:

Traveler accommodation	17%
Healthcare and social assistance	12
State government, excluding education and hospitals	8
Transportation and warehousing	8
Federal government	7

Information clerks work in nearly every industry. Although most clerks work in offices, interviewers may travel to applicants’ locations to meet with them.

The work of information clerks who provide customer service can be stressful, particularly when dealing with dissatisfied customers.

Reservation and transportation ticket agents at airports or shipping counters lift and maneuver heavy luggage or packages, which may weigh up to 100 pounds.

Injuries and Illnesses

Reservation and transportation ticket agents and travel clerks have one of the highest rates of injuries and illnesses of all occupations. Lifting and maneuvering heavy luggage or packages may lead to sprains, strains, or overexertion. To avoid injuries, these workers must follow procedures, such as protocols for safe lifting.

Work Schedules

Most information clerks work full time. However, part-time work is common for hotel clerks and file clerks.

Clerks in lodging and transportation establishments that are open around the clock may work evenings, weekends, and holidays.

Getting Started

Education:

26%

High School Diploma - or the equivalent (for example, GED)

24%

Bachelor's Degree

How to Become an Information Clerk

Information clerks must be comfortable using computers.

Information clerks typically need a high school diploma and learn their skills on the job.

Education

Although candidates for most of these positions usually qualify with a high school diploma, human resources assistants generally need an associate’s degree. Regardless of whether they pursue a degree, courses in word processing and spreadsheet applications are particularly helpful.

Training

Most information clerks receive short-term on-the-job training, usually lasting a few weeks. Training typically covers clerical procedures and the use of computer applications. Those employed in government receive training that may last several months and includes learning about government programs and regulations.

Advancement

Some information clerks may advance to other administrative positions with more responsibilities, such as secretaries and administrative assistants. With completion of a bachelor’s degree, some human resources assistants may become human resources specialists.

Job Outlook

Overall employment of information clerks is projected to decline 4 percent from 2022 to 2032.

Despite declining employment, about 154,100 openings for information clerks are projected each year, on average, over the decade. All of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force, such as to retire.

Employment

Projected employment of information clerks varies by occupation (see table). The increased use of online ordering and reservation systems and self-service ticketing kiosks will limit demand for these workers.

Local governments will continue to need court, municipal, and license clerks to do tasks such as prepare case dockets, draft agendas, and issue permits. Eligibility interviewers will continue to be needed to determine whether government assistance, such as unemployment or Social Security benefits, is appropriate for people applying for it. However, the adoption of technology in data collection and document processing, which enables people to submit online responses and documents, will likely limit demand for most other interviewers and clerks.

Contacts for More Information

For more information about human resources assistants, visit

Society for Human Resource Management

Similar Occupations

This table shows a list of occupations with job duties that are similar to those of information clerks.

Occupation	Job Duties	Entry-Level Education	Median Annual Pay, May 2022
Bookkeeping, Accounting, and Auditing Clerks	Bookkeeping, accounting, and auditing clerks produce financial records for organizations and check financial records for accuracy.	Some college, no degree	$45,860
Customer Service Representatives	Customer service representatives interact with customers to handle complaints, process orders, and answer questions.	High school diploma or equivalent	$37,780
Financial Clerks	Financial clerks do administrative work, help customers, and carry out transactions that involve money.	High school diploma or equivalent	$45,570
General Office Clerks	General office clerks perform a variety of clerical tasks, including answering telephones, typing documents, and filing records.	High school diploma or equivalent	$38,040
Human Resources Specialists	Human resources specialists recruit, screen, and interview job applicants and place newly hired workers in jobs. They also may handle compensation and benefits, training, and employee relations.	Bachelor's degree	$64,240
Lodging Managers	Lodging managers ensure that guests have a pleasant experience at an accommodations facility. They also plan, direct, or coordinate activities to ensure that the facility is efficient and profitable.	High school diploma or equivalent	$61,910
Material Recording Clerks	Material recording clerks track product information in order to keep businesses and supply chains on schedule.	High school diploma or equivalent	$40,490
Receptionists	Receptionists do tasks such as answering phones, receiving visitors, and providing information about their organization to the public.	High school diploma or equivalent	$33,960
Medical Records Specialists	Medical records specialists compile, process, and maintain patient files.	Postsecondary nondegree award	$47,180
Secretaries and Administrative Assistants	Secretaries and administrative assistants do routine clerical and organizational tasks.	High school diploma or equivalent	$44,080

Eligibility Interviewers, Government Programs

Information Clerk

What they do: