Human Resource Services
Alameda Skyline

Client Advocate (Promotional)

Recruitment #15-6736-01

Introduction

YOU MUST BE AN ALAMEDA COUNTY EMPLOYEE TO APPLY.

PLEASE READ THE ENTIRE BULLETIN FOR CLARIFICATION ON THE RECRUITMENT REQUIREMENTS AND DETAILS REGARDING COLLEGE TRANSCRIPTS.

The Social Services Agency is currently seeking to fill two vacancies at their Hayward location.

THIS IS A NEW PROMOTIONAL ASSEMBLED EXAMINATION.

The eligible list resulting from this examination will cancel any existing list and may last approximately one year but can be extended. Applicants must be current County employees and have completed by 7/20/2015 the equivalent of six months of continuous service following a regular appointment in the Alameda County classified service (non-classified includes the District Attorney’s Office, the Medical Center, and the Superior Court). A regular appointment does not include provisional, TAP (Temporary Assignment Pool), or STEP-UP appointments.

The Social Services Agency will require an official college transcript before appointment to the position of Client Advocate for those applicants that are using educational experience to meet the minimum requirements for this position.  You will be asked to bring the transcript to the final step of the examination (the oral interview).

Failure to submit the official college transcript upon request will result in disqualification. Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on July, 20 2015. Applications will only be accepted on-line.

DESCRIPTION

THE POSITION

Client Advocates serve 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.

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.

 

MINIMUM QUALIFICATIONS

In order to participate in the examination process, applicants must qualify through one of the following patterns:

Either Pattern Number 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 Pattern Number 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 Pattern Number 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.

 

KNOWLEDGE AND SKILLS

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.

EXAMINATION COMPONENTS

EXAM COMPONENTS:

1.   Review of the applications and supplemental questionnaires to verify minimum qualifications.

2.   A written test which will be qualifying only.

3.   An oral interview weighted as 100% of the final examination score. 

It may contain situational exercises.

CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION.

We reserve the right to make changes to the announced examination components.

Selection Plan

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:                                                                                 5:00PM, Monday, July 20,  2015
Review of Minimum Qualifications:                                                                      Monday, August 3, 2015

Written Examination                                                                                         Week of August 24, 2015
Panel Interviews:                                                                                         Week of September 28, 2015

 

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

BENEFITS

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 & Welfare Benefits

  • Medical – HMO & PPO Insurance
  • Dental – PPO & DHMO Insurance  
  • Vision
  • Basic Life Insurance 
  • Supplemental Life Insurance (with optional dependent coverage) 
  • County Allowance (Employer Credit)
  • Health Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Accident, Critical Illness & Hospital Indemnity
  • Long Term Care Insurance
  • Employee Assistance Program

For your Financial Future

  • Short-term Disability Insurance
  • Long-Term Disability Insurance
  • Retirement Plan – (Defined Benefit Pension Plan)
  • Deferred Compensation Plan

For your Work/Life Balance

  • 11 paid holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Management Paid Leave**
  • Group Auto/Home Insurance
  • Commuter Benefits Program
  • Group Legal
  • 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
  • 1st 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.

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @acgov.org and alamedacountyHR@acgov.org 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 insure 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 box alamedacountyHR@acgov.org are routed to an unmonitored mailbox. 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 bulletin for the recruitment for which you have applied.

Ione M. Bell
Human Resources Analyst II
Human Resource Services Division, County of Alameda
510-272-6456
www.acgov.org/hrs

Alameda County is an Equal Opportunity Employer