CalHR
Family Services Representative III
CalHR, Los Banos, California, United States, 93635
Under supervision, performs a variety of intake and ongoing case management tasks, utilizes automated system to conduct in-depth and analytical interactive interviewing and fact finding to authorize benefits for all public assistance programs, identifies and refers clients in need of health, social and/or employment services to other staff members or community resources, leads training activities, and performs other related duties, as assigned.
The Family Service Representative III is the advanced journey level classification. Incumbents in this class spend a substantial part of time on the more difficult, sensitive and specialized functions requiring an advanced level of knowledge in public assistance intake, case management and related activities, departmental procedures, and County's automated system. They also have high client contact and make independent decisions on a majority of issues regarding eligibility and benefits. This position may serve in a lead capacity.Duties may include, but are not limited to, the following:
Performs interactive interviews in person or by telephone to elicit eligibility.Communicates effectively both orally and in writing with the clients and others while maintaining confidentiality.Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services.Authorizes benefits and notices of action. Generates appointment letters and other required documentation and correspondence.Monitors ongoing eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions.Evaluates complaints of discrimination filed by clients, reviews requests for Fair Hearings, reviews case records and related documents for issues under appeal.May be assigned to any public assistance team serving as a lead worker. A lead worker functions as a technical expert or subject matter expert.Prepares detailed position papers providing present and/or past pertinent regulations, court decisions, and County policies and precedents.Develops training material for the eligibility services and coordinates/conducts training sessions on program regulations and procedures.Troubleshoots task and/or case issues to determine appropriate resolution of problems, involving Help Desk as needed; may participate in system testing and design.Organizes and prioritizes caseload/workload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.Responds to questions and complaints of clients in person, by telephone, mail and/or email communication.Participates in special projects, studies, work assignments, meetings, conferences and committees.Knowledge of:
Public social service programs goals and purpose and resources available to clients.Laws, rules and regulations necessary for public assistance and case management for all programs.Inter-relatedness of each public assistance program and its effect on the client.Situations requiring referral to employment, health or social service staff or community resources.In-depth and analytical interviewing and fact finding techniques.Available resources used to verify and obtain financial and social information.Basic record keeping practices and procedures and business mathematical concepts.Automated system used within California's County social services departments.General functions of the Agency and how to integrate those activities to best serve the clients.Computers and software programs (e.g. Microsoft software applications) to conduct research, assess information and/or prepare documentation for project and task coordination.Ability to:
Conduct in-depth interviewing and fact finding procedures utilizing an automated system.Lead, direct and train other eligibility staff.Evaluate and make appropriate recommendations for corrections on selected cases.Determine appropriate course of action in emergency situations.Use organizational skills to handle high client contact effectively.Interview effectively in difficult or emotional circumstances.Operate a complex interactive automated system and peripheral equipment.Distribute significant sums of public assistance monies and grant benefits according to prescribed laws, rules, policies and procedures and in an ethical manner.Communicate effectively both orally and in writing in standard English.Read and understand complicated and detailed correspondence and reports, complex regulations, and policy directives.Prepare and maintain accurate, clear, concise and orderly reports, statistics, and chronological records.Understand and follow complex instructions and procedures.Work under stress and under timelines with interruptions.Understand and accept the difference in human behavior resulting from diverse socio-economic and cultural backgrounds and/or various forms of deprivation.Exercise tact when dealing with others and maintain cooperative working relationship with clients.ESSENTIAL FUNCTIONS
Operate multiple computer systems simultaneously and utilize other modern office equipment.Frequent use of hand-eye coordination.May be required to sit or stand for long periods of time.May be required to operate motor vehicle.Communicate effectively and professionally with others in person and over the telephone frequently and for extended periods of time.Learn new procedures and programs, analyze data, interpret directions, policies and regulations to develop appropriate responses.Perform job duties under stressful conditions and respond appropriately to situations.Maintain confidential information in accordance with legal standards and/or County regulations.Frequent use of depth perception, peripheral vision and color perception.Repetitive hand and arm motion using data entry devices including keyboard and mouse.Occasionally lift and carry up to 20 pounds.Normal dexterity, frequent holding and grasping.Regular attendance is an essential function.OPTION IExperience:
One (1) year of full-time experience equivalent to a Family Services Representative II.
OPTION IIExperience:
Three (3) years of full-time experience determining eligibility for public assistance programs in a public human services agency.The ability to read, write, and speak Spanish, while not required, would be a desirable qualification.
TRAINING & EXPERIENCE EXAMINATION – WEIGHTED 100%The Training & Experience Examination is designed to elicit a range of specific information regarding each candidate’s knowledge, skill, abilities, and potential to effectively perform the duties relative to the classification. Responses to the questionnaire will be assessed based on pre-determined rating criteria. All applicants must complete the entire examination to receive a score. In order to obtain a position on the eligible list, candidates must receive a minimum rating of 70% on the examination.ELIGIBLE LIST INFORMATIONA departmental open eligible list will be established for the county of Merced. The list will be utilized for 12 months after it is established unless the needs of the service and conditions of the list warrant a change in this period.RETEST PERIODOnce you have taken the examination, you may not retest for SIX (6) MONTHS from the established eligibility date.SPECIAL TESTING ARRANGEMENTSSpecial testing arrangements may be made to accommodate applicants for disability, military, or religious reasons. If you require such arrangements, please contact CalHR at
mssprogram@calhr.ca.gov
or 916-909-3701 upon notification that your application has been approved. Documentation from medical, military, school or church officials outlining the accommodation request must be received by our office a minimum of five business days prior to a scheduled examination.EDUCATION DOCUMENTSIf you are using education to meet the minimum qualifications, you must attach your transcripts to your application. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts may be required upon appointment. Please redact birthdates and social security numbers.GENERAL INFORMATIONThis position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship by the start date of employment. MSS reserves the right to revise the examination plan to better meet the needs of the recruitment if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service laws and rules and all competitors will be notified.If you meet the requirements stated on this bulletin, you may take this examination. Your performance in this examination will be rated against predetermined rating criteria. All competitors who pass will be added to the eligible list. Meeting the entry requirements does not assure success in the examination or placement on the eligible list.General Qualifications:
Applicants must possess essential personal qualifications including integrity, initiative, dependability, good judgement, the ability to work cooperatively with others, and a state of health consistent with the ability to perform the assigned duties of the class. A medical examination may be required. As part of the hiring process, a background investigation may be required.EQUAL EMPLOYMENT OPPORTUNITYThe Merit System Services program is committed to equal employment opportunity for 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.DRIVERS LICENSE REQUIREMENTSome positions in this classification may require possession of a California driver license. Employees who drive on County business to carry out job-related duties must possess a valid California driver license for the class of vehicle driven and meet automobile insurability requirements of the County. Eligibility for employment for those who do not meet this requirement due to disability will be reviewed on a case-by-case basis by the appointing authority.ABOUT MERCED COUNTYMerced County is located in the northern part of the San Joaquin Valley in central California, an area earning worldwide acclaim for its rich agriculture, and spans from the coastal ranges to the foothills of Yosemite National Park. The City of Merced, the self-proclaimed Gateway to Yosemite, has a population of approximately 81,102, yet retains the charm of a small town with amenities routinely found in larger communities. Merced's revitalized downtown is emerging as the entertainment center of the area. The County is representative of the rural heartland and Gold Rush remnants underpinning the state's heritage. It is a peaceful, quiet, and friendly area with an abundance of beautiful bike paths and offers choices of higher education in UC Merced and Merced College.
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The Family Service Representative III is the advanced journey level classification. Incumbents in this class spend a substantial part of time on the more difficult, sensitive and specialized functions requiring an advanced level of knowledge in public assistance intake, case management and related activities, departmental procedures, and County's automated system. They also have high client contact and make independent decisions on a majority of issues regarding eligibility and benefits. This position may serve in a lead capacity.Duties may include, but are not limited to, the following:
Performs interactive interviews in person or by telephone to elicit eligibility.Communicates effectively both orally and in writing with the clients and others while maintaining confidentiality.Explains regulations, rules and policies to clients and apprises them of their rights, responsibilities and eligibility for participation in various public assistance programs and services.Authorizes benefits and notices of action. Generates appointment letters and other required documentation and correspondence.Monitors ongoing eligibility by obtaining periodic updated information of eligibility factors and takes appropriate actions.Evaluates complaints of discrimination filed by clients, reviews requests for Fair Hearings, reviews case records and related documents for issues under appeal.May be assigned to any public assistance team serving as a lead worker. A lead worker functions as a technical expert or subject matter expert.Prepares detailed position papers providing present and/or past pertinent regulations, court decisions, and County policies and precedents.Develops training material for the eligibility services and coordinates/conducts training sessions on program regulations and procedures.Troubleshoots task and/or case issues to determine appropriate resolution of problems, involving Help Desk as needed; may participate in system testing and design.Organizes and prioritizes caseload/workload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.Responds to questions and complaints of clients in person, by telephone, mail and/or email communication.Participates in special projects, studies, work assignments, meetings, conferences and committees.Knowledge of:
Public social service programs goals and purpose and resources available to clients.Laws, rules and regulations necessary for public assistance and case management for all programs.Inter-relatedness of each public assistance program and its effect on the client.Situations requiring referral to employment, health or social service staff or community resources.In-depth and analytical interviewing and fact finding techniques.Available resources used to verify and obtain financial and social information.Basic record keeping practices and procedures and business mathematical concepts.Automated system used within California's County social services departments.General functions of the Agency and how to integrate those activities to best serve the clients.Computers and software programs (e.g. Microsoft software applications) to conduct research, assess information and/or prepare documentation for project and task coordination.Ability to:
Conduct in-depth interviewing and fact finding procedures utilizing an automated system.Lead, direct and train other eligibility staff.Evaluate and make appropriate recommendations for corrections on selected cases.Determine appropriate course of action in emergency situations.Use organizational skills to handle high client contact effectively.Interview effectively in difficult or emotional circumstances.Operate a complex interactive automated system and peripheral equipment.Distribute significant sums of public assistance monies and grant benefits according to prescribed laws, rules, policies and procedures and in an ethical manner.Communicate effectively both orally and in writing in standard English.Read and understand complicated and detailed correspondence and reports, complex regulations, and policy directives.Prepare and maintain accurate, clear, concise and orderly reports, statistics, and chronological records.Understand and follow complex instructions and procedures.Work under stress and under timelines with interruptions.Understand and accept the difference in human behavior resulting from diverse socio-economic and cultural backgrounds and/or various forms of deprivation.Exercise tact when dealing with others and maintain cooperative working relationship with clients.ESSENTIAL FUNCTIONS
Operate multiple computer systems simultaneously and utilize other modern office equipment.Frequent use of hand-eye coordination.May be required to sit or stand for long periods of time.May be required to operate motor vehicle.Communicate effectively and professionally with others in person and over the telephone frequently and for extended periods of time.Learn new procedures and programs, analyze data, interpret directions, policies and regulations to develop appropriate responses.Perform job duties under stressful conditions and respond appropriately to situations.Maintain confidential information in accordance with legal standards and/or County regulations.Frequent use of depth perception, peripheral vision and color perception.Repetitive hand and arm motion using data entry devices including keyboard and mouse.Occasionally lift and carry up to 20 pounds.Normal dexterity, frequent holding and grasping.Regular attendance is an essential function.OPTION IExperience:
One (1) year of full-time experience equivalent to a Family Services Representative II.
OPTION IIExperience:
Three (3) years of full-time experience determining eligibility for public assistance programs in a public human services agency.The ability to read, write, and speak Spanish, while not required, would be a desirable qualification.
TRAINING & EXPERIENCE EXAMINATION – WEIGHTED 100%The Training & Experience Examination is designed to elicit a range of specific information regarding each candidate’s knowledge, skill, abilities, and potential to effectively perform the duties relative to the classification. Responses to the questionnaire will be assessed based on pre-determined rating criteria. All applicants must complete the entire examination to receive a score. In order to obtain a position on the eligible list, candidates must receive a minimum rating of 70% on the examination.ELIGIBLE LIST INFORMATIONA departmental open eligible list will be established for the county of Merced. The list will be utilized for 12 months after it is established unless the needs of the service and conditions of the list warrant a change in this period.RETEST PERIODOnce you have taken the examination, you may not retest for SIX (6) MONTHS from the established eligibility date.SPECIAL TESTING ARRANGEMENTSSpecial testing arrangements may be made to accommodate applicants for disability, military, or religious reasons. If you require such arrangements, please contact CalHR at
mssprogram@calhr.ca.gov
or 916-909-3701 upon notification that your application has been approved. Documentation from medical, military, school or church officials outlining the accommodation request must be received by our office a minimum of five business days prior to a scheduled examination.EDUCATION DOCUMENTSIf you are using education to meet the minimum qualifications, you must attach your transcripts to your application. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts may be required upon appointment. Please redact birthdates and social security numbers.GENERAL INFORMATIONThis position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship by the start date of employment. MSS reserves the right to revise the examination plan to better meet the needs of the recruitment if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service laws and rules and all competitors will be notified.If you meet the requirements stated on this bulletin, you may take this examination. Your performance in this examination will be rated against predetermined rating criteria. All competitors who pass will be added to the eligible list. Meeting the entry requirements does not assure success in the examination or placement on the eligible list.General Qualifications:
Applicants must possess essential personal qualifications including integrity, initiative, dependability, good judgement, the ability to work cooperatively with others, and a state of health consistent with the ability to perform the assigned duties of the class. A medical examination may be required. As part of the hiring process, a background investigation may be required.EQUAL EMPLOYMENT OPPORTUNITYThe Merit System Services program is committed to equal employment opportunity for 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.DRIVERS LICENSE REQUIREMENTSome positions in this classification may require possession of a California driver license. Employees who drive on County business to carry out job-related duties must possess a valid California driver license for the class of vehicle driven and meet automobile insurability requirements of the County. Eligibility for employment for those who do not meet this requirement due to disability will be reviewed on a case-by-case basis by the appointing authority.ABOUT MERCED COUNTYMerced County is located in the northern part of the San Joaquin Valley in central California, an area earning worldwide acclaim for its rich agriculture, and spans from the coastal ranges to the foothills of Yosemite National Park. The City of Merced, the self-proclaimed Gateway to Yosemite, has a population of approximately 81,102, yet retains the charm of a small town with amenities routinely found in larger communities. Merced's revitalized downtown is emerging as the entertainment center of the area. The County is representative of the rural heartland and Gold Rush remnants underpinning the state's heritage. It is a peaceful, quiet, and friendly area with an abundance of beautiful bike paths and offers choices of higher education in UC Merced and Merced College.
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