Job Description

While utilizing excellent customer service skills and professionalism assist callers by responding to inquiries in English or Spanish received through the State Hearings Division toll-free telephone number. Analyzes and researches claimants' calls for various public assistance programs (e.g., California Work Opportunity and Responsibility to Kids (CalWORKs), Medi-Cal, KinGAP, etc.) via Virtual Contact Center (VCC). Prepares and files oral state hearing requests in the Appeals Case Management system (ACMS) for applicants/recipients disputing their public assistance benefits to ensure due process is met per federal and state law. Communicates policy, procedures, and program information in language more readily understood by clients. Verify callers and record details of inquiries and actions taken to resolve each request. Accurately determines the best course of action to meet the caller's needs. Maintains current, organized, and retrievable program material to ensure accurate and timely responses. Research and analyze claimants' issues and personal data through the California Healthcare Eligibility, Enrollment, and Retention System (CalHEERS) and/or Medical Eligibility Data System (MEDS) to file hearing requests on claimants' behalf. Complies with all Health Insurance Portability and Accountability Act (HIPAA) guidelines and regulations regarding handling highly confidential personal health information.



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You will find additional information about the job in the

Duty Statement

.


Working Conditions


This work location is very convenient! The CDSS is located two blocks from the light rail and public transportation: within walking distance of the State Capitol, parks, restaurants, farmers' markets and the Golden 1 Arena. Our building has easy access to I-5, Highway 50, and Highway 80.




This position is eligible for hybrid work in accordance with the Governor's Executive Order N-22-25 and at the sole discretion of the Department of Social Services under California Government Code Section 14200. All telework schedules are subject to change and may be re-evaluated at any time. The incumbent will be expected to report for in office work and attend work related in-person events as deemed operationally necessary. Telework does not change the terms and conditions of employment, the essential functions of job duties, or required compliance with the CDSS policies. For 2025 Canned Language for Job Postings positions advertised in more than one location, headquarter location may be designated on the selected candidate's primary residence location, and/or the closest CDSS location in accordance with operational need and available space. The successful candidate must reside in California upon appointment.



Please note: Regular commute is not compensable.



Minimum Requirements


You will find the Minimum Requirements in the Class Specification.STAFF SERVICES ANALYST

Additional Documents


Job Application Package Checklist Duty Statement

Position Details

Job Code #:

JC-495456

Position #(s):

800-442-5157-735

Working Title:

Customer Service Phone Agent

Classification:

STAFF SERVICES ANALYST
$3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

# of Positions:

1

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

Permanent, Full Time
Department Information


Are you interested in making a difference in the lives of fellow Californians while achieving your career goals? Do you set high standards for yourself and enjoy a collaborative and challenging work environment? The mission of the California Department of Social Services is to serve, protect, and support the people of California experiencing need in ways that empower wellbeing and disrupt systemic inequities. The vision of the California Department of Social Services is to provide quality services with a commitment to an inclusive, diverse, and equitable California where all people can thrive.


We provide timely, independent and impartial due process hearings and produce timely, legally correct decisions. We maintain the integrity of the state hearing process, provide efficient administration of the state hearing process, communicate with counties, claimants, and others to achieve an efficient and effective state hearing process and identify and influence various issues that arise in the state hearings process that appear inconsistent with existing law or policy.

CDSS Guiding Principles

Diversity. Equity. Inclusion. Accessibility. Belonging.

We ensure opportunities for everyone to participate in a meaningful way in fulfilling the mission and vision of CDSS.

Community Engagement

We prioritize the lived experiences of community members as a driving force behind the creation, implementation, desired impact, or change of programs and services.

Empowerment

We engage, operate, and advocate from the understanding that each community and person have desires and capabilities to lead in their own life.

Quality Services

We provide services that align intent and impact by ensuring that they are accessible, community driven, interconnected, and continuously improved.

Data Defined Outcomes

We equitably collect and analyze data, take data-driven action, and measure outcomes relevant to those we serve, ensuring transparency and accountability.


Special Requirements


The position(s) require(s) a Background Investigation be cleared prior to being hired. Do not include any confidential information on any documents (i.e., application, resume, or transcripts) you submit for this job vacancy. Confidential information that should be excluded or removed from these documents include but is not limited to: Social Security Number (SSN), birthday and/or age, photos, student/other ID number, driver's license number (unless required), basis of eligibility, exam results, LEAP status, and marital status. Confidential information submitted via a CalCareer Account (electronic application) is automatically redacted upon submission.


Supplemental Questionnaire - Required - Applicants that do not answer the two (2) questions listed below will not be considered for this job.



Candidates are required to complete the Questionnaire (see questions below) in addition to completing an Examination/Employment Application (STD 678). Your response should be no more than two pages using Arial 12 point size font. Only those candidates who submit all required documents by the final filing date will be considered for an interview. Cover letters, resumes, applications, and/or Statement of Qualifications will not take the place of the Questionnaire.

1. Describe a difficult customer service interaction you handled. What made it difficult, what you did, how it turned out, and what you would have done differently.



2. Describe your education, training, and work experience that has prepared you to perform the duties and responsibilities of this position. Provide specific examples.



This position is subject to fingerprinting and criminal record clearance by Department of Justice and Federal Bureau of Investigation.

You are required to complete employment history on the application form (STD 678). You may be disqualified from the hiring and selection process if the employment history is not complete. Resumes will not take the place of employment history.

If you are meeting minimum qualifications with education, you must include your unofficial transcripts for verification. If selected, you may be required to provide official transcripts at the time of hire.




Training and Development assignments may be considered based on the availability of eligible candidates and are subject to approval by the Hiring Authority prior to appointment. Training and Development assignments are temporary in nature and shall not exceed twenty-four (24) months.




Candidates who reside outside of the State of California may be admitted to the job interview, but they must provide proof of residence in California prior to being eligible for appointment.
Application Instructions


Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.


Final Filing Date: 10/24/2025

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.




Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:



Department of Social Services
California Department of Social Services
Attn: Classification & Pay Unit
744 P Street, MS 8-15-58
Sacramento, CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:



Department of Social Services
California Department of Social Services
Classification & Pay Unit
744 P Street, MS 8-15-58
Sacramento, CA 95814
08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:


Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. Resume is optional. It may be included, but is not required. Statement of Qualifications - Please see the Special Requirements section of this job advertisement for detailed instructions for the SOQ submission. Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Benefits


There are many benefits to joining our team! The State of California has a generous benefits package that includes medical coverage, CalPERS pension upon retirement, two weeks paid vacation per year, two weeks paid sick leave per year, two paid Professional Development Days, one paid Personal Holiday, pre-tax parking fee program.

TRANSPORTATION REIMBURSEMENT

Public transit (mass transit) passes. + 100 percent discount on public transit passes sold by state agencies, up to the monthly exclusion amount provided by the Internal Revenue Service (IRS).
+ 100 percent reimbursement on public transit passes purchased by state employees, up to the monthly exclusion amount provided by the IRS.
Vanpool drivers and riders + 100 percent reimbursement on the monthly fee, up to the monthly exclusion amount provided by the IRS

Click here to view all the attractive benefits available to state employees!

Benefit information can be found on the CalHR website and the CalPERS website.

Contact Information


The Hiring Unit Contact is available to answer questions regarding the position or application process.

Hiring Unit Contact:

Mianca Stewart

(916) 309-3355

mianca.stewart@dss.ca.gov


Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:

EEO Office

(916) 657-2326

EEOoffice@dss.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.


Personal Leave Program (PLP) 2025


Personal Leave Program (PLP) 2025 - Salaries do not reflect reductions from the Personal Leave Program, please see the applicable Memorandum of Understanding (MOU) for additional information on the length and percentage of reductions.


Examination Information


Those interested in obtaining employment with any state agency must apply and compete through the state hiring and recruitment process.


To apply for the examination for this position, click on the link below to search for the examination and follow the "How to Apply" instructions in the examination announcement:

CalCareers Exam/Assessment Search



Successful examination applicants are placed on an eligibility list. If you already have list eligibility for this classification, you do not need to retake the examination. Applicants should refer to their examination results or check their CalCareer account for specific list eligibility expiration dates and to re-take the examination when necessary. For questions regarding the examination process, please contact the Examination Unit at:
Examinations@dss.ca.gov.
Equal Opportunity Employer


The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.


It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.