Recruitment #22-1154-01
Date Opened | 11/18/2022 12:00:00 AM |
---|---|
Filing Deadline | 12/14/2022 5:00:00 PM |
Salary | $23.29 - $28.59/hour; $48,443.20 - $59,467.20/year |
Employment Type |
Permanent Full-Time Employment
|
HR Analyst | Erika Beams |
Department | Office of Child Support Services |
Work Location |
Pleasanton
|
Type of Recruitment | New, open, assembled |
Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00:00 p.m. on the Last Day for Filing.
Bilingual Candidates are Highly Encouraged to Apply: Qualified bilingual persons who speak English, Spanish, Chinese, Vietnamese, Cambodian, Laotian, Korean, Mien, Tagalog, Amharic, Farsi, Dari, Tigrigna, Russian, Romanian, or sign language are especially encouraged to apply. There is an additional biweekly compensation for persons in positions designated bilingual. Qualified candidates may be tested to demonstrate language proficiency.
THE AGENCY
Alameda County Department of Child Support Services (ACCSS) believes that all parents should be fully engaged in supporting the wellbeing of their children. To meet our Vision, ACCSS is committed to serving the children and families of Alameda County in ways that are innovative, responsive, efficient, compassionate and in tune with the rich diversity of our community.
Our customers are mothers, fathers, caregivers, children, community partners and the residents of Alameda County. ACCSS’s core business is to provide assistance to families through establishment of parentage, the establishment of child support orders for monetary and medical support, and through the enforcement of child support orders. To carry out this Mission, our employees are dedicated and talented people who leverage their skills and passion for public service to meet customer needs. Through coordinated efforts and collaboration with community partners, ACCSS collects and distributes important child support, enhancing self-efficiency and the well-being of families throughout Alameda County.
Alameda Child Support Services’ culture and business operations are shaped by the following key principles:
For more information about Alameda County Child Support Services click HERE.
For more information about the State of CA Child Support, click HERE.
THE POSITION
Customer Service Representatives provide first line customer service in an inbound/outbound customer contact center; initiate and respond to inquiries utilizing available information, resources, and programmatic knowledge through a variety of communication channels, including in person, over the phone and through remote; record pertinent information from customer interactions into computer databases; and perform related duties as required.
Click HERE to view the full job description for Customer Service Representative, DCSS.
THE IDEAL CANDIDATE
In addition to meeting the minimum qualifications stated below, the ideal candidate will possess the following:
Education:
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
AND
Experience:
Either I
The equivalent of six months of full-time experience in the class of Clerk I or in an equivalent or higher level-clerical class in the Alameda County classified service This experience must have been in a position in which the majority of duties involved direct customer service to the public, either in person or over the phone.
Or II
The equivalent of one year of full-time experience in a call center or customer contact environment including experience with online, chat, and social media.
Or III
Experience:
Any combination of training, education and experience which would provide an applicant with the required knowledge, skills and abilities listed below. Substitution: A Bachelor’s Degree from an accredited college or university in business management, public administration, or a closed related field may be substituted for six months of the required experience in pattern II above.
Special Requirements:
Must be able to type at a minimum of 40 net words per minute from clear copy
A thorough pre-employment background investigation, including fingerprinting will be conducted for all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. Any felony conviction will be disqualifying. Upon employment, subsequent background investigations will be conducted on a periodic basis to determine ongoing suitability for Child Support related work.
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:
Ability to:
THE EXAMINATION WILL CONSIST OF THE FOLLOWING STEPS:
1) A review of candidates' applications and typing certificate to verify possession of minimum requirements. Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process.
2) A review of candidates’ Supplemental Questionnaires to select the best-qualified applicants to continue in the process. Those candidates considered the best qualified will move on to the final step in the examination process.
3) 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, www.acgov.org/hrs.
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.
TENTATIVE SELECTION PLAN:
Deadline for Filing
5:00:00 p.m., Wednesday, December 14, 2022
Review of Minimum Qualifications:
by January 6, 2023
Review of Supplemental Questionnaires for Best Qualified:
by week of February 6, 2023
Oral Examination*:
Week of February 27, 2023
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. 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, www.acgov.org/hrs
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
For your Financial Future
For your Work/Life Balance
*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.
All notices related to County recruitments for which you
have applied will be sent/delivered via email. Please add @jobaps.com, @acgov.org,
Noreplyalamedacountyhr@acgov.org and Noreply@jobaps.com 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 ensure 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 boxes Noreply@jobaps.com and
noreplyalamedacountyhr@acgov.org are routed
to unmonitored mailboxes. If you have questions, please go to our website
at www.acgov.org/hrs. You may also contact the Human Resources Analyst listed
on the job announcement for the recruitment for which you have applied.
Erika Beams, Human Resources Analyst
Human Resource Services, County of Alameda
Email Address Link: Erika.Beams@acgov.org | Phone: (510) 272-6393
All Alameda County employees are designated
Disaster Service Workers through state and local law. Employment with the County requires the
affirmation of a loyalty oath to this effect.
Employees are required to report to work as ordered in the event of an
emergency.
Equal Employment Opportunity
Alameda County
has a diverse workforce, that is representative of the communities we serve and
is proud to be an equal opportunity employer. All aspects of employment
are based on merit, competence, performance and business need. Alameda County
does not discriminate in employment on the basis of, race, color, religion, sex
(including pregnancy and gender
identity), national origin, political affiliation, sexual orientation, marital
status, disability, genetic information, age, membership in an employee
organization, retaliation, parental status, military service, or other
non-merit factors protected under federal, state and local law. Alameda County
celebrates diversity and is committed to creating an inclusive, and welcoming
workplace environment.