Job Specification

Purpose of Position :

To perform document processing services for ServiceOntario that include document preparation,
imaging/scanning, verification, document retention/storage, emailing, search/retrieval, retention/storage, and indexing and data entry functions.

Duties / Responsibilities :

Logistics Services Branch delivers a range of services for ServiceOntario, that include mail
handling, distribution, records and management services, data entry, document processing, printing, publications distribution and copyright administration for the OPS. This position is required to perform tasks on a rotational basis within the Document Processing section of the branch, supporting all activities relating to document imaging, searches/retrievals and retention/storage.

1. Performs data entry functions with accuracy, dexterity and speed. Prioritizes which documents must be processed first (frequently time-sensitive documents). Performs batching and completes data entry input (e.g., data indexing and data entry) into internal customized and related software programs from hardcopy and electronic source documents to process a variety of client ministry documents. Information captured includes (but is not limited to) dates, batch numbers, and all related information in accordance with established client ministry requirements, and program requirements for processing source documents.

2. Processes input from source documents by following established procedures for keying information, maintains a high
degree of accuracy, verifies information being entered, returns batches of documents to the appropriate place. Logs daily stats sheet accurately to reflect work completed, meet work deadlines set by the Manager (or designate).

3. Reviews source documents for missing items, errors and discrepancies. Corrects routine errors due to incomplete or
inaccurate information. Completes rejection forms, and addresses/returns to the originator/group/unit/office or contacts
ministry source for clarification. Identifies and refers transactions requiring further resolution to Manager (or designate).
Troubleshoots routine hardware/software malfunctions, or requests systems assistance. Generates regular reports
outlining data entry activity. Packages all batches with the source documents.

4. Provides imaging/scanning/uploading services for storage and retention purposes for ministries and clients for the
preparation of easily retrievable records. Identifies and removes documents that should not be included and forwards to appropriate area or file. Scans barcodes onto main database/systems linked to the client ministry, to generate documents to be issued to applicants, and to capture return mail and other correspondence. Accesses data files to change, replace, add, delete or update information to meet client conditions.

5. Checks the completion/success/quality/accuracy of imaging/scanning. Ensures that any documents that require reimaging/scanning are retrieved and repeated.

6. Processes search/retrieval requests (submitted by email or in person, fax, etc.) from authorized individuals/offices for
copies of documents/records. Records and tracks requests electronically using a log on a daily basis; follows up on any
outstanding requests based on urgency/priority and sensitivity. Accesses the appropriate system to locate, match and
print documents in response to the request. Searches for documents not yet copied/scanned by using the appropriate
system to locate the document(s) and/or liaising with other branch program areas (e.g., mailroom staff) or internal program areas to locate document(s) being requested. Sends copy of document(s) to requestor electronically and tracks key information in the log. Archives and disposes of searches in accordance with established retention policy.

7. Performs document imaging related tasks by imaging documents; and repairing, sorting and filing. Checks processed
documents (e.g., film, digital copies, etc) to ensure reasonable quality. Sets up, maintains and operates document
processing equipment (e.g., film processing). Processes documents according to established operating policies and
procedures, including the secure processing of confidential/sensitive documents, adherence to privacy protocols and
retention schedules including the filing and disposal of documents.

8. Demonstrates customer service and a partnership approach (via email, phone, in-person) in interactions with other
ministry clients, internal ServiceOntario program areas and branch offices in the course of daily work. Responds to client
ministry inquiries regarding unit processes, imaging requests, document suitability and record retention schedules.
Completes productivity records by entering/recording own daily production statistics.

9. Provides assistance in training co-workers, junior, new or inexperienced staff. Performs other related tasks as assigned, including back up support within the unit on an as required basis. Participates in ServiceOntario and branch initiatives to improve service delivery and success of the unit by attending and contributing to regular meetings that address employee engagement topics, divisional values, etc.

Works in compliance with the Occupational Health and Safety Act and Regulations, and workplace practices as directed by the employer. Takes precautions to protect the health and safety of themselves and others by complying with such acts, codes, policies, procedures, or accepted workplace practices as may be appropriate. Advises workers of actual and potential dangers in the workplace and the required precautions.

Staffing and Licencing :

Data entry/computer input is integral to this position and required on a regular basis. 6500 keystrokes per hour
Security clearance required upon recruitment

Knowledge :

Job requires knowledge of:
- Unit work methods, procedures and processes within a high volume environment, with pre-established service level
commitments, turnaround times and fixed deadlines, in order to meet search requests and provide data entry, imaging,
scanning and program related services for processing ServiceOntario supporting documents, e.g., sorting, batching,
logging, and distributing; and to develop and send emails in response to client document requests.
- Components of the Occupational Health and Safety Act and regulations that apply to the work being performed.
- Client ministry-related documents and coding to identify and search for documents.
- Data processing procedures and techniques, and online computer processes and equipment, utilizing pre-formatted
methods, to access programs and input data; generate consistent format and required number of characters, field
separation, size and style; and create/update files.
- Branch and OPS quality service standards to adhere to government directives and provide optimal service levels to staff.
- Filing systems and office procedures to sort/file alphabetically and numerically.
- Word, Access, Excel and database software to enter/retrieve information in support of work activities; maintain statistical
data regarding work volume; perform tracking functions; and production generate reports.
? Operation and maintenance of document processing and imaging equipment, and machines e.g., scanners, verification
machines, etc., to determine set up and use of equipment to perform document processing tasks.

Skills :

Job requires:
- Reviewing skills to check source documents for accuracy and completeness prior to imaging/scanning; to identify missing
items and/or obvious errors; to check quality of completed imaging/scanning products; and to search and retrieve records
for document requests.
- Reasoning to use most appropriate imaging equipment to meet work requirements.
- Problem solving skills to follow up on and correct routine data entry errors; and to trouble-shoot and resolve routine
hardware, software and imaging/scanning equipment problems/malfunctions.
- Analytical skills to update and maintain statistical data for production reporting.
- Oral communication skills to respond to requests from clients requesting document searches and copies of records; to
obtain the required search details; to verify information with unit staff and Manager (or designate); to follow up on errors
with staff; to explain processing/technical problems to co-workers and Manager (or designate); and to guide new coworkers.
- Customer service skills to interact with other ministry clients, internal ServiceOntario program areas and branch offices,
and to respond to inquiries and share information on procedures and status of document processing.
- Written communication skills to develop and send emails; complete routine forms; make minor corrections to items;
prepare regular activity reports.
- Organizational and priority setting skills, and attention to detail to process a high volume of data with accuracy to complete
workload to meet pre-established schedules within a fast-paced environment; and to observe priorities and meet
deadlines.
- Data entry skills to input alpha/numeric data from source documents (on a regular basis) with precision and speed,
requiring a minimum of 6500 keystrokes per hour..
- Ability to stand, sit and look at monitors for long periods of time, and ability to lift tubs (30 lbs).

Freedom of Action :

Job requires working within established office practices, guidelines, processes, methods, procedures, requirements and
deadlines. Decision-making includes: identifying missing information/errors on source documents; deciding whether to process or flag information which is invalid, missing or incorrect; contacting source or returning documents to obtain additional information or correction; checking the quality of completed imaging/scanning; ensuring that any documents that require re-imaging/scanning/entry are repeated; searching and retrieving copied/scanned documents requested by offices; determining priority of search requests; responding to client ministry inquiries regarding unit processes, document suitability and record retention schedules; trouble-shooting routine imaging/scanning equipment problems and hardware/software malfunctions; updating and maintaining regular reports outlining processed documents and work activity. Job resolves routine problems by following up on missing information and contacting ministry source for clarification. Errors or delays by the position could hinder document processing, or result in unprocessed documents/products. Undetected errors in data indexing, input or batching could be traced with some inconvenience. Job refers to the Manager (or designate) any matters not covered by established procedures e.g., unusual documents found in a batch that are outside normal procedures, requests submitted by non-authorized persons. Job refers unresolved technical problems to I&IT support staff.