Under general direction, performs responsible management and administrative work in planning, developing and coordinating comprehensive customer service and dispute resolution programs for clients of Family Support Services; and does related or other work as required in accordance with Rule 3 Section 3 of the Civil Service Rules.
CLASS CHARACTERISTICS
Incumbents in this class are responsible for providing comprehensive customer service programs for clients of the office. Incumbents may be assigned either to supervise technical, administrative and clerical staff assigned to customer service programs, or to function as an ombudsperson to investigate and resolve the most difficult or complex client complaints. In both assignments, incumbents are required to have knowledge of child support programs and services, as well as an excellent understanding of customer services programs and processes. Incumbents exercise considerable independence and judgment in supervision of program staff or investigation and resolution of complaints.
TYPICAL DUTIES
Plans, assigns and reviews work of staff assigned to customer service programs; establishes performance standards; selects and trains staff; evaluates performance; implements progressive disciplinary process.
Designs and implements enhanced customer service, education and outreach programs including wait time reduction, ease of access, referrals, educational materials, workshops, advertising, community group involvement and focus groups; monitors results and amends program elements; coordinates program elements with department staff, clients, advocacy groups and other agencies.
Receives client complaints; reviews, prioritizes and investigates as appropriate; resolves difficult or complex issues; advises client of findings and recommendations or results.
Analyzes and reviews statistical and narrative information; reviews and analyzes impact of proposed or adopted legislation and regulations; prepares unit policies and procedures.
Maintains statistical and other data relative to customer service and ombudsman issues; prepares reports and correspondence.
Participates in committees, work groups and task forces; represents department to the federal state and local agencies and members of the public.
MINIMUM QUALIFICATIONS
Education: Completion of at least sixty semester units at an accredited college or university with major course work in criminal justice, social or behavioral sciences, public or business administration or a closely related field.
Experience: Four years experience as a child support or public assistance caseworker, including a minimum of two years in a supervisory, administrative or program planning capacity or three years in a lead capacity.
Substitution: Additional qualifying experience may substitute for the education on a year for year basis.
License: Possession of a valid California driver's license.
Special Requirement: Must pass a background investigation.
KNOWLEDGE
Principles and practices of customer service; applicable federal, state and local laws and regulations; principles and practices of program planning and evaluation, needs assessment and research methodology; principles and practices of grant preparation and administration; community resources and services; social and economic problems related to services; principles and practices of casework; principles and practices of supervision and training; principles and practices of budget development and administration; principles and practices of public assistance programs; statistical record keeping and methodologies.
ABILITY
Plan organize and direct staff; plan and implement customer service programs; supervise and train staff; analyze and develop policies and procedures; analyze problems and complaints and develop solutions; prepare, interpret and evaluate statistical and narrative data and reports; interpret and apply policies, procedures, rules and regulations; ensure compliance with applicable federal and state requirements; communicate effectively, orally and in writing; establish and maintain effective working relationships with others.
PHYSICAL/MENTAL REQUIREMENTS
Mobility-Ability to sit for long periods, move about an office, reach above and below desk level; Dexterity-Sufficient to operate a key board; handle individual papers; write and take notes; Lifting-Occasional lifting of papers, files, equipment and material weighing up to 25 pounds; Visual Requirements-Ability read case files and computer screens and do close-up work; Hearing/Talking-Ability to hear normal speech, hear on the telephone, talk in person, and talk on the telephone; Emotional/Psychological Factors-Exposed to trauma and grief; frequent public contact; ability to make decisions and concentrate, ability to work nights and overtime.
San Joaquin County complies with the Americans with Disabilities Act (ADA) and, upon request, will consider reasonable accommodations to enable individuals with disabilities to perform essential job functions.
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