Contact Center Branch Staff Services Manager II

This is a re-advertisement that previously had a final filing date of 10/23/23, you do not need to reapply if you have previously applied, your application is still under consideration. Thank you
The Help Center assists consumers with health care issues and through its regulatory authority ensures that managed health care enrollees receive the medical care and services to which they are entitled.
Under the general direction of the Contact CenterStaff Services Manager III, the Staff Services Manager II (SSM II) has statewide responsibility for the development, implementation, evaluation, supervision, and direction of program activities in the Contact Center Branch (CCB) of the Consumer Assistance Division pursuant to the Knox-Keene Health Care Service Plan Act of 1975 (KKA). The SSM II establishes and implements short and long-range objectives to meet the Office's Strategic Business Plan goals and coordinates responsibilities associated with mission-critical activities. The SSM II coordinates the handling of highly sensitive enrollee calls/inquiries and highly visible health care issues. This includes the oversight of all levels of staff, and the phases of program operations, policy decisions, and direct oversight of statewide activities. The SSM II allocates resources to achieve program objectives in the most effective and efficient manner and monitors conformity with program policies and procedures.
This position is eligible for full-time telework under Government Code 14200 for eligible applicants residing in California. Remote-centered teleworker employees may be required to report in person to headquarters and/or offsite events or locations, as determined by management, and will be required to utilize a shared workspace or "hotel" when working in the office.
This position will require reporting to the office once a month "in person".
You will find additional information about the job in the Duty Statement .
Working Conditions
The DMHC utilizes a hybrid telework model to provide all employees with an avenue to telework while ensuring business and operational needs are met.
Remote-Centered employees are expected to maintain a safe and distraction free work environment at the approved alternate work location. Remote-Centered employees agree to adhere to the state telework policy, the DMHC's telework policy, and conditions cited in the Telework Agreement (STD 200).
Office-Centered employees are expected to maintain a dedicated workstation at a DMHC official worksite. Office-Centered employees are expected to work in a climate-controlled office or cubicle under artificial lighting.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• STAFF SERVICES MANAGER II (SUPERVISORY)

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position DetailsJob Code #:
JC-397946
Position #(s):
409-162-4801-004
Working Title:
Contact Center Branch Staff ServicesManager II
Classification:
STAFF SERVICES MANAGER II (SUPERVISORY)$7,204.00 - $8,950.00
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
The mission of the California Department of Managed Health Care (DMHC) is to protect consumers' health care rights and ensure a stable health care delivery system. The DMHC accomplishes its mission by ensuring the health care system works for consumers. The Department protects the health care rights of more than 29.7 million Californians by regulating health care service plans, assisting consumers through a consumer Help Center, educating consumers on their rights and responsibilities, and preserving the financial stability of the managed health care system.
DMHC values diversity at all levels of the organization and is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive. DMHC believes the diversity of our employees and their unique ideas inspire innovative solutions to further our mission. Join DMHC and help us improve the lives of all Californians.
If you are interested in learning about the Department of Managed Health Care (DMHC) culture from the perspective of someone like yourself, contact our Someone Like Me program. Within five business days of your request to participate in the Someone Like Me program, you will be matched with a DMHC employee with a similar background to discuss the DMHC's culture. This program is not part of, or in any way affiliated with the application or hiring process. Prospective employees must complete the application process on Cal Careers (e.g., submit your application within the specified timeframes on the job posting) to be considered for hire at the DMHC. None of the information you provide through the Someone Like Me program will be relayed to the Hiring Unit.
Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

All applicants not currently employed by the DMHC will be subject to a pre-employment background investigation. The investigation will consist of fingerprinting and an inquiry to the California Department of Justice to disclose criminal records.
Any documents you submit for a job vacancy such as your State application, resume, cover letter, educational transcripts, etc. SHOULD NOT include ANY confidential information. Confidential information that should be excluded or removed from these documents include, but is not limited to, your Social Security Number (SSN), birthday, driver's license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver's license number will automatically be redacted upon submission.
Possession of Minimum Qualifications will be verified prior to interview and/or 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: 12/4/2023
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list 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 Managed Health Care
Attn: HR - Anne Weis
980 9th Street, Suite 500
Sacramento , CA 95814
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Managed Health Care
HR - Anne Weis
980 9th Street, Suite 500
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 -
  The Statement of Qualifications (SOQ) is a MANDATORY requirement to apply for this position. The SOQ will answer specific questions and provide insight to the hiring manager regarding the candidate's education, training, experience, and skills to meet the minimum and desirable qualifications for the position.
  Please see section labeled Statement of Qualifications Instructions for further direction .

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Desirable QualificationsIn 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:

• Desire to work in a fast-paced, service-oriented state agency prioritizing accountability, transparency and customer service.
• Ability to embrace and lead change.
• Ability to foster a positive working environment.
• Demonstrates ability to take initiative, and pro-actively develop solutions.
• Demonstrates ability to identify and implement efficiencies and process improvements.
• Four years of increasingly responsible management duties.
• Desire to demonstrate success in strategic planning, managing a fast-paced working environment, and overseeing a multitude of programs and policy areas.
• Demonstrates ability to communicate effectively orally, and in writing.
• Ability to accept multiple assignments and meet critical deadlines.
• Ability to supervise and direct the work of others.

BenefitsBenefit information can be found on the CalHR website and the CalPERS website.
Additional Application Instructions
To be considered for this vacancy, please complete all applicable fields on the application form, including a list or description of previous/current occupational experience in the duties performed section.
If submitting your application via postal mail or in person, please notate RPA: 23-119 and Job Control: JC-397946 on your application.
All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate's ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification for Staff Services Manager II is located at the top of this Job Announcement Posting under Minimum Requirements.
Foreign Degrees or Transcripts - Applicants with foreign degrees or transcripts who wish to apply that coursework toward meeting the minimum qualifications of the classification must provide a transcript evaluation that indicates the number of units to which his/her foreign coursework is equivalent. DMHC accepts foreign transcript evaluations that are completed by one of the agencies approved by the California Commission on Teacher Credentialing .
PLEASE NOTE: If you are mailing your application, it must be postmarked by the final filing date. Hand delivered applications must be submitted no later than 5 p.m. on the final filing date.
Statement of Qualifications Instructions
To be considered for this position, you must submit a Statement of Qualifications (SOQ) with your application.
Please answer the following questions:

Please describe why you want to work at the Department of Managed Health Care's Contact Center Branch?

Please describe your experience working in a call center environment.

Please describe your management style and how you motivate staff in a fast-paced environment.

Applicants that do not submit a SOQ with their application packet will automatically be disqualified from consideration for this position. Cover letters, resumes and applications will not take the place of the SOQ.
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.