Client Advocate

YOU MUST BE AN ALAMEDA COUNTY EMPLOYEE TO APPLY.

READ THIS ENTIRE BULLETIN FOR INSTRUCTIONS ON HOW TO REAPPLY FOR THIS RECRUITMENT.

THIS IS A REOPENING OF AN EXISTING PROMOTIONAL EXAMINATION. If you have previously applied or started an application for the Client Advocate (Exam #23-6736-01) read this entire bulletin. There are specific instructions on how to reapply for this position. 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 by February 16, 2024.  A regular appointment does not include provisional, TAP (Temporary Assignment Pool), or STEP-UP appointments.

PLEASE CONTACT THE EXAMINATION ANALYST, MONTRICE GOODMAN AT MONTRICE.GOODMAN2@ACGOV.ORG TO HAVE YOUR PREVIOUS APPLICATION RELEASED BACK TO YOU.

The scores and dispositions of candidates for this examination will be merged with previous exam participants. If you have previously submitted an application and choose to reapply, your new score/disposition will replace your current disposition.

Supplemental Questionnaire: A properly completed Supplemental Questionnaire must be submitted with each application. 

Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Failure to submit the Application or Supplemental Questionnaire will result in disqualification.

Applications and Supplemental Questionnaires will only be accepted on-line.

THE POSITION

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

For a complete listing of all essential responsibilities and core competency requirements, please see the comprehensive job description at: Client Advocate.

THE IDEAL CANDIDATE

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

• Interpreting, explaining and applying complex policies, regulations and procedures.
• Supporting clients and treating them with respect while facing resistance or challenges.
• Establishing and maintaining effective working relationships with staff and others in order to resolve issues. 
• Evaluating alternatives and reaching sound conclusions while resolving conflict.
• Preparing clear and accurate correspondence. 
• Organizing and prioritizing work and maintaining accurate records.
• Maintaining effectiveness when experiencing change.

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.

The most suitably qualified candidates will possess the following competencies:

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.

THE EXAMINATION:

The examination will consist of the following three (3) steps:

 

Review for Minimum Qualifications: March 01,2024

If you do meet the minimum qualifications, you will be notified via email. You must fill out the application and supplemental questionnaire completely. Not filling out any part of either the application or the supplemental questionnaire will disqualify you from the examination. Resumes submitted in place of complete applications will not be accepted.

 

Written Examination: Week of March 18, 2024

Once it has been established that you meet the minimum qualifications, you will be invited via email to participate in a multiple choice examination. You will be sent notification of your scheduled date and time at least 10 days prior to your examination date.

 

Oral Panel Interview (Weighted as 100% of the final examination score): Week of April 29, 2024

If the candidate is successful in the written portion of the examination, the candidate will then be invited to participate in an oral interview where they will be asked about past job experiences relating to the core competencies that successful incumbents of the job possess. The candidates who pass this portion of the exam will then be scored and put into rank order. The oral panel interview may also serve as the hiring interview at the discretion of the hiring authority. The dates listed above are tentative and subject to change based on the needs of the department.

 

Candidates must attain a qualifying rating on each portion of this recruitment.

 

WE RESERVE THE RIGHT TO MAKE CHANGES TO THE ANNOUNCED EXAMINATION STEPS.

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 many 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 PM, Friday, February 16, 2024
Review of Applications for Minimum Qualifications:	Friday, March 01, 2024
Written Examination:	**TBD
*Oral Panel:	**TBD

*If designated as a combined oral examination/hiring interview, in addition to establishing an eligibility list, the oral interviews may serve as the final selection interview for vacancies in this classification. 

 

**Updated 4/1/24-MG

WE RESERVE THE RIGHT TO MAKE CHANGES TO THE ANNOUNCED RECRUITMENT & SELECTION PLAN.

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, 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

• 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

• 11 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Management Paid Leave**
• Catastrophic Sick Leave
• Group Auto/Home Insurance
• 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.

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.

Montrice Goodman | Human Resources Analyst

Disaster Service Worker

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.