Customer Service Phone Agent - Bilingual Preferred (Spanish)
Sacramento, California
Employer: State Of California
Industry:
Salary: Competitive
Job type: Full-Time
Analyzes and researches the more complex issues regarding public assistance program hearing requests and hearing process inquiries. Provides immediate program, ACMS and VCC support and clarification to all phone agents in the unit. Serves as a liaison to other teams to improve processes and relationships, and correct any issues that the team encounters. Reviews hearing requests received within ACMS, researches and analyzes public assistance programs hearing requests of higher complexity for validity. Utilize various databases (CalHEERS, MEDS, etc) to provide analysis and assist claimants. Corresponds with program and claimant, and reviews any additional information received. Analyzes facts against appropriate regulatory and policy provisions, and develops written recommendations to management for the appeal decision. Develops the supporting case file for appeals that escalate to a review by an Administrative Law Judge (ALJ). Prepares correspondence and accurately-written materials for all levels of government (e.g. county, state and federal). THIS POSITION IS BILINGUAL PREFFERED AND IF DESIGNATED AS BILINGUAL (SPANISH) AND REQUIRES ORAL AND WRITTEN FLUENCY IN SPANISH AND ENGLISH. THE INCUMBENT WILL BE REQUIRED TO UTILIZE BILINGUAL SKILLS AT LEAST TEN PERCENT (10%) OR MORE OF THE TIME WHILE PERFORMING THE DUTIES OF THIS POSITION. THIS POSITION IS ELIGIBLE FOR ADDITIONAL COMPENSATION AFTER THE INCUMBENT PASSES A BILINGUAL (SPANISH) LANGUAGE PROFICIENCY EXAMINATION.
Benefits: The state offers comprehensive benefits including health, dental, vision, long-term care and disability insurance, as well as paid leave. Please see the Benefits section below for more details.
Click here to view all the attractive benefits available to state employees!
Telework / Remote Work Information: This position may be eligible for hybrid telework under California Government Code Section 14200 for eligible applicants residing in California. All telework schedules are subject to change and may be reevaluated at any time. Specific telework arrangements may be discussed in more detail with the respective hiring manager. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the Department of Social Services policies.
Would you like more information regarding career opportunities with the CDSS? We'd love to hear from you! Please contact us at Recruiter@dss.ca.gov and include the job classification and job control number in the subject line. Information about applying for a state job can be found here: Three Steps to a State Job .
You will find additional information about the job in the Duty Statement .
Working Conditions
This work location is very convenient! The CDSS is located two blocks from the light rail and public transportation: within walking distance to the State Capitol, parks, restaurants, farmer's markets and the Golden 1 Arena. Our building has easy access to I-5, Highway 50, and Highway 80.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
Position Details Job Code #:
JC-450023
Position #(s):
800-442-5393-701
Working Title:
Customer Service Phone Agent - Bilingual Preferred (Spanish)
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST $5,855.00 - $7,327.00 A
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
Are you interested in making a difference in the lives of fellow Californians while achieving your career goals? Do you set high standards for yourself and enjoy a collaborative and challenging work environment? The California Department of Social Services (CDSS) serves, aids and protects needy and vulnerable children and adults in ways that strengthen and preserve families, encourage personal responsibility and foster independence. CDSS employees are our most important resource in serving California's needy and vulnerable children and families.
We provide timely, independent and impartial due process hearings and produce timely, legally correct decisions. We maintain the integrity of the state hearing process, provide efficient administration of the state hearing process, communicate with counties, claimants, and others to achieve an efficient and effective state hearing process and identify and influence various issues that arise in the state hearings process that appear inconsistent with existing law or policy.
CDSS Culture
CDSS' goal is to foster a culture that values diversity, equity, and inclusion within our Department, that actively invites the contribution and participation of all people, and is representative of the varied identities and different perspectives in California. In our role as public administrators, our charge is to ensure that our programs and our workplaces provide all Californians the opportunity to thrive.
Special Requirements
Do not include any confidential information on any documents (i.e., application, resume, or transcripts) you submit for this job vacancy. Confidential information that should be excluded or removed from these documents include but is not limited to: Social Security Number (SSN), birthday and/or age, photos, student/other ID number, driver's license number (unless required), basis of eligibility, exam results, LEAP status, and marital status. Confidential information submitted via a CalCareer Account (electronic application) is automatically redacted upon submission.
The SOQ must be no more than two pages in length, using Arial 12-point font and must have the applicant's first and last name, and the title Statement of Qualifications in the header on the first page.
Supplemental Questionnaire - Required - Applicants that do not answer the three (3) questions listed below will not be considered for this job. When completing the Statement of Qualifications (SOQs), you must title the page "Statement of Qualifications" and include your name and the Job Control number at the top of each page. You must list each question and provide your answer below each question. When completing the SOQ please include all relevant experience, education, and training for each question and explain your answers thoroughly. Responses should be no longer than two pages in total length and 12-point Arial font. A resume, cover letter, or other documents do not substitute for the SOQ. Applications submitted without the required SOQ will be considered incomplete and may not be considered for this position. Your SOQ must address the following question: Please describe your interest in the position, what you have done to prepare for this role, and what steps do you take to keep your skills current? This position will need someone who can quickly understand a complex set of circumstances and effectively communicate it to various audiences. Can you give us an example of your experience in such actions when shared with others within your organization, or people outside your organization? How do you approach difficult situations or customer complaints? Give me an example of difficult situation and how you diffused or resolved the issues. Do you feel you have the tools to resolve customer service issues and internal communication issues within your team? This position is subject to fingerprinting clearance by the Department of Justice.
You are required to complete employment history on the application form (STD 678). You may be disqualified from the hiring and selection process if the employment history is not complete. Resumes will not take the place of employment history.
If you are meeting minimum qualifications with education, you must include your unofficial transcripts for verification. If selected, you may be required to provide office transcripts at the time of hire.
Training and Development assignments may be considered based on the availability of eligible candidates and are subject to approval by the Hiring Authority prior to appointment. Training and Development assignments are temporary in nature and shall not exceed twenty-four (24) months.
Candidates who reside outside of the State of California may be admitted to the job interview, but they must provide proof of residence in California prior to being eligible for an appointment.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 9/30/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Social Services
California Department of Social Services
Attn: Classification & Pay Unit
P.O.Box 944243
Sacramento , CA 94244-2430
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Social Services
California Department of Social Services
Classification & Pay Unit
744 P Street, MS 8-15-58
Sacramento , CA 95814
08:00 AM - 05:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
- Knowledge and ability to complete staff work;
- Ability to analyze data and information;
- Ability to effectively communicate verbally and in writing;
- Ability to effectively facilitate meetings and communicate with a large audience of stakeholders;
- Ability to participate as a contributing team member; and
- Ability to seek mutually acceptable solutions and develop strategies to address complex issues.
Benefits
There are many benefits to joining our team! The State of California has a generous benefits package that includes medical coverage, CalPERS pension upon retirement, two weeks paid vacation per year, two weeks paid sick leave per year, two paid Professional Development Days, one paid Personal Holiday, pre-tax parking fee program.
TRANSPORTATION REIMBURSEMENT
Click here to view all the attractive benefits available to state employees!
Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Anna Le
(916) 309-3250
anna.le@dss.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Office
(916) 657-2326
EEOoffice@dss.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Examination Information
Those interested in obtaining employment with any state agency must apply and compete through the state hiring and recruitment process.
To apply for the examination for this position, click on the link below to search for the examination and follow the "How to Apply" instructions in the examination announcement:
CalCareers Exam/Assessment Search
Successful examination applicants are placed on an eligibility list. If you already have list eligibility for this classification, you do not need to retake the examination. Applicants should refer to their examination results or check their CalCareer account for specific list eligibility expiration dates and to re-take the examination when necessary. For questions regarding the examination process, please contact the Examination Unit at: Examinations@dss.ca.gov .
Applicant Survey
Please let us know how you learned about this career opportunity by taking the brief survey that follows: Recruitment Survey
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Benefits: The state offers comprehensive benefits including health, dental, vision, long-term care and disability insurance, as well as paid leave. Please see the Benefits section below for more details.
Click here to view all the attractive benefits available to state employees!
Telework / Remote Work Information: This position may be eligible for hybrid telework under California Government Code Section 14200 for eligible applicants residing in California. All telework schedules are subject to change and may be reevaluated at any time. Specific telework arrangements may be discussed in more detail with the respective hiring manager. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the Department of Social Services policies.
Would you like more information regarding career opportunities with the CDSS? We'd love to hear from you! Please contact us at Recruiter@dss.ca.gov and include the job classification and job control number in the subject line. Information about applying for a state job can be found here: Three Steps to a State Job .
You will find additional information about the job in the Duty Statement .
Working Conditions
This work location is very convenient! The CDSS is located two blocks from the light rail and public transportation: within walking distance to the State Capitol, parks, restaurants, farmer's markets and the Golden 1 Arena. Our building has easy access to I-5, Highway 50, and Highway 80.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-450023
Position #(s):
800-442-5393-701
Working Title:
Customer Service Phone Agent - Bilingual Preferred (Spanish)
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST $5,855.00 - $7,327.00 A
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
Are you interested in making a difference in the lives of fellow Californians while achieving your career goals? Do you set high standards for yourself and enjoy a collaborative and challenging work environment? The California Department of Social Services (CDSS) serves, aids and protects needy and vulnerable children and adults in ways that strengthen and preserve families, encourage personal responsibility and foster independence. CDSS employees are our most important resource in serving California's needy and vulnerable children and families.
We provide timely, independent and impartial due process hearings and produce timely, legally correct decisions. We maintain the integrity of the state hearing process, provide efficient administration of the state hearing process, communicate with counties, claimants, and others to achieve an efficient and effective state hearing process and identify and influence various issues that arise in the state hearings process that appear inconsistent with existing law or policy.
CDSS Culture
CDSS' goal is to foster a culture that values diversity, equity, and inclusion within our Department, that actively invites the contribution and participation of all people, and is representative of the varied identities and different perspectives in California. In our role as public administrators, our charge is to ensure that our programs and our workplaces provide all Californians the opportunity to thrive.
Special Requirements
Do not include any confidential information on any documents (i.e., application, resume, or transcripts) you submit for this job vacancy. Confidential information that should be excluded or removed from these documents include but is not limited to: Social Security Number (SSN), birthday and/or age, photos, student/other ID number, driver's license number (unless required), basis of eligibility, exam results, LEAP status, and marital status. Confidential information submitted via a CalCareer Account (electronic application) is automatically redacted upon submission.
The SOQ must be no more than two pages in length, using Arial 12-point font and must have the applicant's first and last name, and the title Statement of Qualifications in the header on the first page.
Supplemental Questionnaire - Required - Applicants that do not answer the three (3) questions listed below will not be considered for this job. When completing the Statement of Qualifications (SOQs), you must title the page "Statement of Qualifications" and include your name and the Job Control number at the top of each page. You must list each question and provide your answer below each question. When completing the SOQ please include all relevant experience, education, and training for each question and explain your answers thoroughly. Responses should be no longer than two pages in total length and 12-point Arial font. A resume, cover letter, or other documents do not substitute for the SOQ. Applications submitted without the required SOQ will be considered incomplete and may not be considered for this position. Your SOQ must address the following question:
You are required to complete employment history on the application form (STD 678). You may be disqualified from the hiring and selection process if the employment history is not complete. Resumes will not take the place of employment history.
If you are meeting minimum qualifications with education, you must include your unofficial transcripts for verification. If selected, you may be required to provide office transcripts at the time of hire.
Training and Development assignments may be considered based on the availability of eligible candidates and are subject to approval by the Hiring Authority prior to appointment. Training and Development assignments are temporary in nature and shall not exceed twenty-four (24) months.
Candidates who reside outside of the State of California may be admitted to the job interview, but they must provide proof of residence in California prior to being eligible for an appointment.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 9/30/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Social Services
California Department of Social Services
Attn: Classification & Pay Unit
P.O.Box 944243
Sacramento , CA 94244-2430
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Social Services
California Department of Social Services
Classification & Pay Unit
744 P Street, MS 8-15-58
Sacramento , CA 95814
08:00 AM - 05:00 PM
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is optional. It may be included, but is not required.
- Statement of Qualifications -
(SOQ) Please see the Special Requirements section of this job advertisement for detailed instructions for the SOQ submission.
Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
- Knowledge and ability to complete staff work;
- Ability to analyze data and information;
- Ability to effectively communicate verbally and in writing;
- Ability to effectively facilitate meetings and communicate with a large audience of stakeholders;
- Ability to participate as a contributing team member; and
- Ability to seek mutually acceptable solutions and develop strategies to address complex issues.
Benefits
There are many benefits to joining our team! The State of California has a generous benefits package that includes medical coverage, CalPERS pension upon retirement, two weeks paid vacation per year, two weeks paid sick leave per year, two paid Professional Development Days, one paid Personal Holiday, pre-tax parking fee program.
TRANSPORTATION REIMBURSEMENT
- Public transit (mass transit) passes.
- 100 percent discount on public transit passes sold by state agencies, up to the monthly exclusion amount provided by the Internal Revenue Service (IRS).
- 100 percent reimbursement on public transit passes purchased by state employees, up to the monthly exclusion amount provided by the IRS.
- Vanpool drivers and riders
- 100 percent reimbursement on the monthly fee, up to the monthly exclusion amount provided by the IRS.
Click here to view all the attractive benefits available to state employees!
Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Anna Le
(916) 309-3250
anna.le@dss.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Office
(916) 657-2326
EEOoffice@dss.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Examination Information
Those interested in obtaining employment with any state agency must apply and compete through the state hiring and recruitment process.
To apply for the examination for this position, click on the link below to search for the examination and follow the "How to Apply" instructions in the examination announcement:
CalCareers Exam/Assessment Search
Successful examination applicants are placed on an eligibility list. If you already have list eligibility for this classification, you do not need to retake the examination. Applicants should refer to their examination results or check their CalCareer account for specific list eligibility expiration dates and to re-take the examination when necessary. For questions regarding the examination process, please contact the Examination Unit at: Examinations@dss.ca.gov .
Applicant Survey
Please let us know how you learned about this career opportunity by taking the brief survey that follows: Recruitment Survey
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Created: 2024-09-21
Reference: JC-450023
Country: United States
State: California
City: Sacramento
ZIP: 95820
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