Monday, June 18, 2018

Lead Call Center Representative, DCSS (Promotional)

Recruitment #17-1155-01



THIS IS A NEW PROMOTIONAL ASSEMBLED EXAMINATION. The eligible list resulting from this examination will cancel any existing list and may last approximately one year but can be extended. Qualified applicants must be current county employees and have completed the equivalent of six months of continuous service following a regular appointment in the Alameda County classified service (non-classified includes the District Attorney’s Office, the Medical Center, and the Superior Court) by 10/31/2017.  A regular appointment does not include provisional, TAP (Temporary Assignment Pool), or STEP-UP appointments.

Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Applications will only be accepted on-line.


The Mission of the Alameda County Department of Child Support Services is to establish paternity, medical, and child support orders, and to collect child and spousal support payments in an efficient and cost effective manner while maintaining the respect and dignity of the public we serve.

Any custodial or non-custodial party may request that the Alameda County Department of Child Support Services aid in collecting their court ordered support. Members of the public are eligible for services regardless of whether or not they are receiving public assistance. The Department maintains court calendars at the Hayward and Alameda Court locations.

The Department has approximately 200 employees consisting of clerical support, call center support, paraprofessional, legal professional, technical, management and administrative staff. The Department is organized into functional silos: Administration and IT, Court Support, Attorney Team, Pre Order Services, Post Order Services, Client Services, and Office Support. The Department is located within the Hacienda Business Park ( in Pleasanton, CA and services the entire Alameda County area.  

Lead Call Center Representatives act as leads and provide customer service in a call center environment. In addition to performing the functions of a Call Center Representative, incumbents investigate and resolve escalated or difficult customer service complaints and calls from the general public, and write policies and procedures for review by the Child Support Supervisor. Additionally, incumbents participate in the training of call center staff, evaluate their performance and report those finding to the Child Support Supervisor and complete other related work as required.

In addition to meeting the minimum qualifications below, the ideal candidate will have demonstrated a track record of success in the following areas:

  • Ability to provide accurate and timely guidance, feedback and resources.
  • Active participation as a member of a team, moving the team toward the completion of goals.
  • Ability to understand and apply knowledge of child support regulations, policies and procedures.
  • Developing and maintaining effective relationships with others, relating well to people from varied backgrounds, displaying understanding, courtesy, tact, empathy, concern and politeness.
  • Ability to attend to the needs and feelings of others to develop effective working relationships, relate easily to people as well as inspire and lead call center staff.
  • Prioritization – identifying more critical and less critical activities and tasks, and adjusting priorities as appropriate.



Graduation from high school, or possession of a Certificate of Proficiency issued by the California State Board of Education, or possession of a G.E.D. certificate.


Either I

The equivalent of six months of full-time experience in the class of Child Support Assistant I or Call Center Representative in the Alameda County classified service. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)


The equivalent of two years full-time experience in a call center position, one year of which must have included lead or supervisory responsibility.


Any combination of training, education or experience that will provide the required knowledge and abilities listed below.

Special Requirements:

1. Type with speed and accuracy at no less than 40 net words per minute from clear copy.

2. A thorough background investigation, including fingerprinting will be conducted of all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. A felony conviction will be disqualifying.

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


The most suitably qualified candidates will possess the following competencies:

Knowledge of:

• Lead work and staff development techniques and practices
• Automated systems capability and applications; modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel, and Outlook
• Business arithmetic
• Laws, regulations, and codes governing the access to, and use of, confidential information and legal documents
• Legal terminology applicable to child support documents
• Techniques and practices for dealing with individuals from various social-economic and ethnic groups, in person, via telephone, and through correspondence (including stressful contacts with irate and hostile individuals)
• Modern call center technology

Ability to:

• Interpret and explain procedures to others, and answer a variety of questions related to department programs and processes
• Exercise sound judgment when prioritizing, organizing, assigning and monitoring workload
• Develop and deliver training
• Work under pressure in a high volume call center environment
• Use a multi-line, call center, phone system
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public
• Maintain confidentiality
• Learn specific operations and procedures of the job
• Contribute to the overall team effort to meet and exceed call center performance goals (this includes quantitative and qualitative goals which are set by the department)
• Prioritize calls to meet individual and team goals
• Respond to customer inquiries within established turnaround times
• Evaluate and control problematic situations and offer solutions
• Diffuse hostile callers
• Listen, understand, follow and communicate oral and written directions and apply them effectively in a variety of situations
• Use sound judgment when evaluating a wide variety of information; identify alternatives from diverse sources and choose the best solution from several options, then initiate appropriate actions within prescribed guidelines
• Respond to a constant influx of telephone calls
• Effectively communicate verbally while using excellent telephone etiquette skills
• Effectively communicate in writing; including accurate spelling, proper grammar, punctuation, and correct vocabulary


The examination will consist of the following steps: A review of candidates' applications to verify possession of minimum education/experience requirements. Those candidates who possess the minimum education/experience requirements for the class will be invited to participate in an on-site typing test to determine possession of the special requirement for this class; the ability to type 40 net words per minute from clear copy. Those candidates who successfully demonstrate possession of the minimum education/experience requirements as well as the special requirement will move on to the next step in the examination process, an oral interview which will be weighted as 100% of the candidate's final examination score. The oral interview may contain situational exercises. CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION. We reserve the right to make changes to the announced examination components.

Alameda County utilizes a Civil Service Selection System founded on merit.  Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position. Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position.  Other recruitments may be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.

To learn more about our recruitment and selection process, please visit the “What You Need to Know” section of our website,

Selection Plan

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance. The following dates are tentative and subject to change based on the needs of the Agency.


Deadline for Filing:

5:00 PM, Tuesday, October 31, 2017

Review of Minimum Education/Experience Qualifications:

Friday, November 3, 2017

Special Requirement Evaluation (typing test)

Monday, November 27, 2017

Oral Examination:

Wednesday, December 13, 2017
Wednesday, December 20, 2017

*Updated 11/27/2017

Alameda County and the Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes. To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing. Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes.

For more information regarding our Reasonable Accommodation procedures, please visit our website,  


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 & Welfare Benefits

  • Medical – HMO & PPO Insurance
  • Dental – PPO & DHMO Insurance  
  • Vision
  • Basic Life Insurance 
  • Supplemental Life Insurance (with optional dependent coverage) 
  • County Allowance
  • Health Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Accident, Critical Illness & Hospital Indemnity
  • Employee Assistance Program

For your Financial Future

  • Short-term Disability Insurance
  • Long-Term Disability Insurance
  • Retirement Plan – (Defined Benefit Pension Plan)
  • Deferred Compensation Plan

For your Work/Life Balance

  • 11 paid holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Management Paid Leave**
  • Group Auto/Home
  • 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
  • 1st 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.


All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add and as accepted addresses to any email blocking or spam filtering program you may use. If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you. All email notices that will be sent to you will also be kept in your personal online application account. You will be able to view all of your notices in your online application account by clicking on the "My applications" button on the Current Job Openings page.  

Please take the steps recommended above to insure you do not miss any notices about a recruitment for which you have applied. The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.

NOTE: All notices are generated through an automated email notification system. Replies to the email box are routed to an unmonitored mailbox. All notices are generated through an automated email notification system. Replies to the email box are routed to an unmonitored mailbox. If you have questions please go to our website at You may also contact the Human Resources Analyst listed on the job announcement for the recruitment for which you have applied.

Lindsay Christopher, Human Resources Analyst
Human Resource Services, County of Alameda

Alameda County is an Equal Opportunity Employer