Customer Service And Outreach Analyst

This position provides hybrid telework opportunities, with employees required to work in-person at least two days per week.
CalHR is looking for dynamic, analytical, and innovative team members for our Selection Services Program (SSP) in the Selection Division. Our SSP Team serves other state departments by developing, maintaining, and administering State Civil Service examinations.
Under the supervision of the Services Manager I, Supervisor (SSM I), Customer Service and Outreach Manager, the Staff Services Analyst is responsible for providing examination development, assembly, and administration services of average difficulty to State Departments on a cost reimbursable basis using a wide range of advance research methodologies, statistical techniques, and principles in performing test validation and construction work for the Selection Services Program. Incumbents at the Staff Services Analyst level will work in a learning capacity and may be partnered with Associate level Analysts who will serve as lead and provide guidance on projects.
You will find additional information about the job in the Duty Statement .
Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• STAFF SERVICES ANALYST
• ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-409466
Position #(s):
363-840-5157-713
Working Title:
Customer Service and Outreach Analyst
Classification:
STAFF SERVICES ANALYST $3,747.00 - $4,697.00 L
$4,058.00 - $5,080.00 M
$4,868.00 - $6,093.00 N
Shall Consider:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$5,855.00 - $7,329.00 L
# of Positions:
Multiple
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information The California Department of Human Resources (CalHR) is responsible for issues related to employee salaries and benefits, job classifications, civil rights, training, exams, recruitment and retention. For most employees, many of these matters are determined through the collective bargaining process managed by CalHR.
Our Vision: To be the premier leader and trusted partner in innovative human resources management.
Our Mission: To provide exceptional human resources leadership and services with integrity, respect and accountability to state departments and all current and prospective employees.
DEI Statement: At CalHR we believe in the power of diversity. Diversity fuels the creativity and innovation necessary to serve our customers well. We are building a culture that values difference and fosters belonging. We strive to sustain a workforce reflective of the state we serve, and an environment that is safe and inclusive for all individuals. We welcome everyone to contribute their talent, life experience, and expertise to drive CalHR forward.
Department Website: https://www.calhr.ca.gov
Special Requirements
All interested applicants are required to submit a Statement of Qualifications (SOQ) . You must provide direct responses to each of the numbered items listed below. Each individual response must be numbered and include the full text of the numbered items prior to your response. Please include specific examples of your education, training, and/or experience. Limit your SOQ to a maximum of two (2) pages, single-spaced, twelve-point Arial font.

Describe your experience as it applies to state civil service selection processes and examinations.

How do you prioritize your workload to ensure projects are on track and completed within the allocated time-frames? What tools do you use?

Give us an example of how you have used digital tools/technology to solve problems or streamline processes in your previous jobs.

Note : Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and resumes do not take the place of the SOQ.
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: 1/17/2024
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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).
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 Human Resources
Attn: Human Resources Office - Lisa El Sao
1515 S Street, North Building, Suite 500
Sacramento , CA 95811-7258
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Human Resources
Human Resources Office - Lisa El Sao
1810 16th Street
Sacramento , CA 95811-7258
08:00 AM - 04:00 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 - A STATEMENT OF QUALIFICATIONS IS REQUIRED. Please see the Special Requirements section for instructions.

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 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 of selection procedures and merit personnel rules
• Knowledge in Human Resources including State Civil Services examinations, policies and procedures
• Strong organizational skills, ability to set priorities, effectively manage multiple projects, and meet deadlines
• Ability to communicate effectively, both orally and in writing, with all levels of staff and external stakeholders
• Ability to independently research and analyze complex problems, draw sound conclusions, and make clear and concise recommendations
• Ability to adapt to change in priorities, assignments, or other interruptions
• Ability to research, interpret, and apply applicable laws, rules, and policies
• Ability to be innovative in recommending procedures and process improvements
• Ability to work effectively both independently and as a member of a team
• Ability to use various software programs, including Microsoft Word, Excel, PowerPoint, and Teams
• Strong work ethic

Benefits
Benefit information can be found on the CalHR website and the CalPERS website.
If you're passionate about business-changing experiences in an exciting, thriving state environment, CalHR is right for you. Join us at CalHR to provide human resources support to state departments. As you contribute your time, talent, and ideas, you'll see the impact you will make to thousands of state employees and fellow Californians.
We offer competitive, flexible opportunities:

• Hybrid telework
• Tax-advantaged savings and spending accounts
• Short-Term Disability Program available
• Employee Assistance Program
• Excellent health, dental and vision benefits for employee/employee's family
• 401k program
• Alternate Work Week Schedule options
• Ongoing training and development
• Convenient transportation options, including light-rail and pre-tax parking
• On-site ATM
• On-site Gym
• Shopping
• Nearby restaurants

CalHR employees are excluded from bargaining and are eligible to receive enhanced benefits, such as CoBen benefit allowance, employer paid life insurance, additional vacation/annual leave, and are not subject to State Disability Insurance payroll withholding.
Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.
Department Website: https://www.calhr.ca.gov
Human Resources Contact:
Lisa El Sao
(916) 909-2819
lisa.elsao@calhr.ca.gov
Hiring Unit Contact:
Kisha Gunter
(916) 323-0849
kisha.gunter@calhr.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:
RA Coordinators
(916) 322-5315
RACoordinators@calhr.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.
Additional Application Information
Do not include any confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your social security number, birthdate, student identification number, driver license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of the application submitted online through your CalCareers account will be redacted automatically upon submission.
Using the online application system as specified in this announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel deliver or courier service, or in person, as set forth in this announcement.
Applications must be complete and include a description of the duties performed for each position held; reference to a resume ("See Resume") in place of a description of the duties performed will not be accepted.
Additional positions may be filled from this recruitment.
Examination Information
For more information on the steps to a state job please click here .
To apply for the Staff Services Analyst position(s), you must first take the online Staff Services Analyst exam .
To apply for the Associate Governmental Program Analyst position(s), you must first take the online Associate Governmental Program Analyst exam .
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.