Address
Form of workUnder the supervision of the Staff Services Manager I (SSM I), the Staff Services Analyst (SSA) is responsible for varied analytical work related to the State's hearing process for a wide variety of programs, such as, Medi-Cal, Cal-Fresh, Covered California, etc. The incumbent works directly with claimants and authorized representatives (ARs) to file oral hearing requests.
Analyzes and researches claimants' calls for various public assistance programs (e.g. California Work Opportunity and Responsibility to Kids (CalWORKs), Medi-Cal, KinGAP, etc.) via Virtual Contact Center (VCC). Prepares and files oral state hearing requests in the Appeals Case Management system (ACMS) for applicants/recipients who are disputing their public assistance benefits, to ensure due process is met in accordance with federal and state law. Communicates policy, procedures and program information in language more readily understood by clients. Suggest referrals and/or make alternative recommendations to claimants that may help facilitate a resolution to their problem. Correspond with program and claimants, and review any additional information received. Generates automatic letters through ACMS per claimants' request. Maintains current, organized, and retrievable program material to ensure accurate and timely responses. Researches and analyses claimants' issues and personal data through the California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS) and/or Medical Eligibility Data System (MEDS) to file hearing requests on claimants' behalf. Assists with escalations based on complexity.
Need help understanding the examination and hiring process? Do you have a question about CDSS? We'd love to hear from you! Please contact us at Recruiter@dss.ca.gov . Please include the job classification and job control number in the subject line.
You will find additional information about the job in the Duty Statement .
Working Conditions
THIS POSITION IS LOCATED IN SACRAMENTO, CA 95814. PARTIAL TELEWORK.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- STAFF SERVICES ANALYST
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-409785
Position #(s):
800-442-5157-735
Working Title:
Customer Service Phone Agent
Classification:
STAFF SERVICES ANALYST $3,640.00 - $4,561.00 A
$3,941.00 - $4,933.00 B
$4,726.00 - $5,916.00 C
# 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 hearing process that appear inconsistent with existing law or policy.
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
The Statement of Qualifications (SOQ) must be submitted along with the Application/Standard Form (STD) 678 in CalCareers . The SOQ should be typed, with no longer than two letter pages using no smaller than 12-point size Arial font. Application packages received without specific responses to the supplemental questionnaire will not be considered. Cover letters, resumes, and applications, will not take the place of the Questionnaire. Your SOQ must specifically address the following question(s) to be considered for this position:
1. How would you describe your Customer Service philosophy? Please give an example of when you have gone above and beyond to provide excellent Customer Service over the phone.
2. Describe your knowledge and/or experience with the CalWORKs, CalFresh, In home Support Services (IHSS), Foster Care, Medi-cal and Covered California programs.
You are required to complete employment history on the application form (STD 678). You may be disqualified from the recruitment 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 official 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 considered limited term, 12 months, and may be extended up to 24 months or become permanent.
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 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: 1/10/2024
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.
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
Attn: Pool Hire Unit - MS 8-15-58 JC-409785
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
Pool Hire Unit - MS 8-15-58 JC-409785
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) is required: Please see the Special Requirements section for SOQ instructions.
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 of 75% is available to eligible employees, reimbursement is not to exceed $100, and employee must provide proof of transportation pass payment.
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:
Mianca Stewart
(916) 309-3355
Mianca.Stewart@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 the California Department of Social Services must apply and compete through the State recruitment process. Applicants who successfully pass the examination will be placed on an eligibility list used to recruit for positions.
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
If you already have list eligibility for this classification, you do not need to retake the examination, except when your list eligibility expires. For questions regarding the examination process and/or career opportunities with the California Department of Social Services, 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
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.
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.
