Job Description

This position supports the California Department of Public Health's (CDPH) mission and strategic plan by planning, organizing, and directing the work of the Customer Service Team (CST) staff.

The Supervising Program Technician (SPT) II supervises a team responsible for responding to high volumes of telephone calls and emails. CST staff members respond to general questions regarding registering, amending, or obtaining copies of vital records. CST staff members provide information regarding new requests, existing requests, or general information regarding vital records. The SPT II personally performs the most complex work.

The incumbent works under the general direction of the Supervisor I (Sup I) of the Customer Service Unit.

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees' monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

Please let us know how you heard about our position by taking this brief survey:

https://www.surveymonkey.com/r/CDPHRecruitment

You will find additional information about the job in the

Duty Statement

.


Working Conditions





Telework Information



This position may be eligible for telework. The amount of telework permitted is at the discretion of the Department and is subject to change, consistent with CDPH's Telework Program. All employees who telework are required to be California residents in accordance with Government Code 14200. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment. Failure to meet this requirement may result in the job offer being rescinded.





Travel may be required for this position. Reimbursement for travel takes into consideration an employee's designated headquarters, as reflected in the duty statement, and is subject to regulations and bargaining unit contract provisions. All commute expenses to the designated headquarters office will be the responsibility of the selected candidate.



The headquarters office location for this position is identified in the attached duty statement.

Minimum Requirements


You will find the Minimum Requirements in the Class Specification.SUPERVISING PROGRAM TECHNICIAN II

Additional Documents


Job Application Package Checklist Duty Statement

Position Details

Job Code #:

JC-501865

Position #(s):

580-220-9925-013

Working Title:

Customer Service Supervisor

Classification:

SUPERVISING PROGRAM TECHNICIAN II
$4,375.00 - $5,482.00
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


At the California Department of Public Health (CDPH), equity, diversity, and inclusion are at the core of our mission to advance the health and well-being of California's diverse people and communities. We are genuinely and strongly committed to cultivating and preserving a culture of inclusion and connectedness where we can grow and learn together with a diverse team of employees. In recruiting for team members, we welcome the unique contributions that you can bring to us and the work we do.



The Vital Records and Statistics Division (VRSD) is responsible for department-wide initiatives to improve the effectiveness of our work through better health information systems, increased application of epidemiologic methods of analysis, strong liaisons with public health organizations and schools of public health, and effective partnerships with local health agencies and professionals. VRSD houses the Office of Vital Records, responsible for registering all California vital events and providing birth, death, and marriage records to the public. In addition, VRSD is involved in many cross-cutting and innovative data projects including the statewide Open Data Portal and Health Information Exchange.

Free Parking in Natomas!

The salary information listed on this advertisement may not reflect recent salary increases from salary adjustments or changes in the fiscal year.

The CDPH is an E-Verify employer.

Department Website: https://www.cdph.ca.gov


Special Requirements


For experience/education to qualify during the application screening process, and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678) and/or Resume, including detailed job descriptions,

hours worked per week

, and

start/end dates (MM/DD/YYYY)

. Application packages without this information will experience delayed processing times and your eligibility for this position may be impacted.

A completed State application (STD. 678) and any other relevant documents (e.g. unofficial transcript, copy of degree, resume, etc.) should be submitted electronically via your CalCareers Account. Please reference

Job Control # (501865)

and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section. SROA and surplus candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e. social security number, date of birth) from your documents prior to submission.

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 CalCareers Account at www.CalCareers.ca.gov. Submitting an electronic application through your CalCareers account is strongly recommended since electronic applications will be received/processed faster than other methods of filing. Please submit only one application.

If you are unable to submit your application electronically through your CalCareers account, please email apply@cdph.ca.gov for assistance and a CDPH Human Resources Division staff member will contact you to assist with the online application process or, a hard copy application package may be submitted through an alternative method as explained in the How to Apply section below. When submitting your application in hard copy, a completed copy of the Application Package listing must be included.

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: 12/30/2025

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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).




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 Public Health
CCAU Mailing
Attn: Classification & Certification Unit
P.O. Box 997378
MS 1700-1702
Sacramento, CA 95899-7378

Address for Drop-Off Application Packages

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



Department of Public Health
CCAU Drop Off
Classification & Certification Unit
1615 Capitol Avenue Suite 73.430
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. Other -

Please see Supplemental Questionnaire

instructions below at end of Posting

.

Any applications received that

do not provide

a written response to the

SQ

will not

be scored/reviewed.

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.
Desirable Qualifications


In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:



Experience in customer service roles with an emphasis on strong verbal and written communication skills. Ability to manage and document interactions, make routine database entries, and handle sensitive information with accuracy and confidentiality. Supervisory and/or training experience in a high-volume customer service or call center setting. Flexibility and adaptability in response to changing priorities and operational needs. Demonstrated success in process improvement and procedure development to enhance service delivery or staff performance. Experience using internal databases, websites, and printed materials (e.g., pamphlets) to train staff and provide accurate information to the public. Proficiency in Microsoft Office programs, including OneNote, Excel, Word, and PowerPoint. Consistent and reliable attendance and punctuality.



Benefits




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

Contact Information


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

Department Website:

https://www.cdph.ca.gov

Human Resources Contact:

Human Resources Division

(916) 445-0983

apply@cdph.ca.gov

Hiring Unit Contact:

Khou Vang

(279) 732-2571

khou.vang@cdph.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) 445-0938

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.


Supplemental Questionnaire (SQ) Instructions


All applicants must provide a Supplemental Questionnaire (SQ). Any applications received that do not provide a written response to the SQ will not be scored/reviewed. Resumes, cover letters, and statements of qualifications will not be considered in lieu of the SQ.

The SQ should be no more than one (1) page in length.

As part of the application for the Call Center Supervisor position, please respond to the following questions. Your responses will be evaluated based on the quality and relevance of your experience as they relate to the duties of the position.

Your responses must be based on actual work experience. For each question, reference specific positions listed in your application, including job title, employer, and dates of employment. Limit responses to one page in length. Responses should demonstrate your qualifications and readiness for the supervisory role.

Describe your experience training and/or supervising staff in a customer service environment.

Include the number of staff you trained or supervised, the types of services provided, and how you ensured quality and consistency in service delivery. Reference specific positions from your application.

What strategies have you used to improve or develop office procedures?

Share an example of a process improvement you led or contributed to, and the impact it had on team efficiency or service quality. Reference specific positions from your application.



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.