County of Alameda

DESCRIPTION

Under general supervision to act as client advocate in Social Services Agency Departments and to do related work as required.

DISTINGUISHING FEATURES

Incumbents in this classification act as Client Advocates in the Departments of Workforce & Benefits Administration, Children & Family Services, Adult, Aging & Medi-Cal Services conferring with customers who have questions or issues with their case or who require some form of intervention as it relates to their program status. They must be able to provide pro-active resolutions of conflict before an appeal action is necessary and work individually and within a team in the areas of customer relationship building and advocacy, and customer satisfaction, while providing prompt, courteous service, information and referrals to customers who depend on the Agency.

Client Advocates respond to customers who call their offices or visit them in person. Client Advocates handle complaints and concerns regarding benefits and services, and escalate the complaints to designated authorities for further action. Advocates keep track of all complaints, and follow them up until resolution. Client Advocates maintain accurate paperwork of all requests, complaints, and remedial measures.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Acts as Client Advocate for the Social Services Agency's Departments of Workforce & Benefits Administration, Children & Family Services, and Adult, Aging & Medi-Cal Services. Represents client interests in developing recruitment, public relations, and program evaluation strategies, which may include site visits.

2. Instructs clients on how to resolve sanctions and provides information as necessary regarding program requirements, agency procedures, budget calculations, discontinuance notices, and timing of receipt or non-receipt of benefits.

3. Investigates client complaints through a wide variety of methods and assesses whether department staff acted in accordance with policies and procedures relevant to State, Federal and County regulations, and reports investigative findings to staff.

4. Identifies trends or difficulties in customer services and report those trends to Social Services Agency Managers at all levels.

5. Makes advisory recommendations to the appropriate departments/divisions and coordinates with Program Managers and supervisors to develop a team approach to conflict resolution and quality delivery of service.

6. Assists customers in accessing Safety Net and other support services in the community. Provides general information and referral services and participates in community meetings, as needed.

7. Prepares and submits monthly reports for continuous program improvement.

MINIMUM QUALIFICATIONS

Either I

The equivalent of two years of full-time experience as a Supervising Eligibility Technician in the Social Services Agency classified service. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)

Or II

The equivalent of three years of full-time experience in the class of Quality Assurance Technician, Employment Counselor or in the class of Eligibility Technician III in the Alameda County Social Services Agency classified service. (Non-classified includes District Attorney’s Office, Hospital Authority and the Consolidated Courts.).

Or III
Education:

Possession of a Bachelor's Degree in a social science from an accredited college or university

AND
Experience:

The equivalent of two years of full time experience representing clients or an agency as an advocate of recognized programs/functions that affect the economic or social advancement of low income clientele. (Additional experience may be substituted for the educational requirement on a year for year basis.)

License:

Some positions in this class require a valid California Motor Vehicle Operator's license.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

• Federal and State welfare regulations and County policies and procedures.
• Social Service Agency staff functions and those of other relevant county agencies and departments.
• Basic computer applications.
• The role of Legal and Community Advocacy Organizations.
• Community based resources in and around Alameda County that are specific to the diverse client population we serve.

Ability to:

• Read and interpret complex State and Federal regulations and Agency/Departmental procedures.
• Synthesize large amounts of information.
• Work with legal information that may be presented on behalf of a customer.
• Use correct English grammar and composition in speaking and writing is essential.
• Interview claimants in a professional and non-threatening manner.
• Use analytical judgment.
• Organize work and keep adequate records.
• Use computer programs to research information.
• Facilitate a resolution when negotiating and resolving conflicts.
• Make and implement sound decisions.
• Develop effective relationships with all staff and work as a team in order to resolve customer problems.
• Implement a procedure that resolves common problems and/or recommend services to better meet customers’ needs.
• Be flexible within an ever-changing environment.
• Network with representatives from Community Based Organizations.

CLASS SPEC HISTORY

DB: pf
6/21/01; 7/24/01
Newspecs:6736.doc
Csc date _8/1/01
IB:cs Revised 11/18/14
CSC Date: 12/10/14

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees)
• Accidental Death and Dismemberment Insurance 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Management Paid Leave**
• Catastrophic Sick Leave
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.