Client Services Program Manager

The Human Services Division of the Department of Health and Human Services is currently seeking a qualified candidate for the classification of Food and Nutrition Assistance Program Manager located in Rocklin, CA.  This management-level position receives 100 hours of management leave and $2,100 in a cafeteria plan per calendar year. Please review the link at the bottom of this posting to view a detailed outline of the benefits package.

While the current opening is for a Food and Nutrition Assistance Program Manager, the eligible list created from this recruitment may be used to fill other vacancies in Human Services in the CalWorks and Employment Services, Healthcare Coverage, and/or Call Center sections if vacancies arise. Additional information regarding each program is listed below.

Food and Nutrition Assistance - There are five units comprised of approximately 52 employees assigned to this program area.  CalFresh (formerly known as Food Stamps), increases food-buying power so participants can purchase nutritious food for family needs. There were approximately 8,200 cases as of July 2015. General Relief provides time-limited cash aid for single adults or couples with no dependent children who do not qualify for other programs. There were approximately 500 cases as of July 2015.  Four units are responsible for CalFresh and General Relief.   For additional information regarding CalFresh, click here. Women, Infants, and Children (WIC) is the special supplemental nutrition program for women, infants, and children.  This unit supports approximately 3,800 cases.

CalWORKs provides time-limited cash aid and employment services that promote self-sufficiency for families with children. There were approximately 1,500 cases as of July 2015.  Employment Services - The Employment Services staff and the Business Advantage Network assists in finding work by providing daily job leads and information on job fairs and recruitment events.  This unit supports approximately 670 individuals.  There are six units assigned to CalWORKs and Employment Services.

Healthcare Coverage - Medi-Cal provides medical coverage to children, families, seniors and persons with disabilities. There are five units assigned to this group.  There were approximately 28,000 cases as of July 2015. 

Call Center - answers calls for the programs listed above except for Housing and WIC.  During the month of April 2015, the Call Center received approximately 11,000 calls, of which 7,000 were for Medi-Cal, 3,000 for CalFresh, 900 for CalWORKs with 80% answered in 60 seconds or less.  There were 24 staff assigned to this function as of July 2015.  This program manager also is responsible for administrative support positions and issues related to information technology.

To plan, organize, manage, and coordinate the programmatic, administrative, and operational activities in support of assigned and multiple program areas; to direct, manage, and supervise the work of assigned staff/team members; to establish and implement assigned programs’ objectives and performance standards; to promote, coordinate, and participate in collaborative activities, programs, and projects; and to function as a proactive and positive member of a program management team within the Department.

The Program Manager job class recognizes positions that provide full second-line, direct supervision to program/project teams within the context of one large and complex division or program, or multiple program areas.  Incumbents within this job class provide responsible clinical, administrative, operational, and program management within the Health and Human Services Department.

Receives general direction from a Client Services Program Director.

Exercises direct supervision over supervisory, professional, technical, and clerical personnel.

Duties may include, but are not limited to, the following:

• Plan,  organize, and manage programmatic, administrative, and operational activities in support of multiple program areas; oversee and coordinate the allocation of designated resources, administer the record keeping and reporting functions, and ensure compliance with stated mission, goals, regulations, and guidelines.
• Establish programs’ objectives and performance standards; evaluate programs’ operations and activities in terms of over-all effectiveness and compliance; implement improvements and modifications as necessary; and adjust over-all goals and objectives in response to program directives and/or client needs.
• Develop, coordinate, and participate in collaborative activities, programs, and projects to maximize available resources and responsiveness to clients; provide necessary and requested resources; act as team member/leader for assigned projects/opportunities.
• Develop, implement, and manage clinical, administrative, and operational systems and processes to maximize the effectiveness and responsiveness of assigned programs; act as professional and managerial resource to program staff, project teams, and clients as well as other County departments and departmental colleagues in a positive and supportive manner.
• Provide professional and managerial  expertise in support of assigned and multiple program areas as well as the Department’s over-all mission, goals, objectives, and directives; act as a primary resource to the Department’s Policy Counsel, boards, committees, contractors, and clients in the planning, development, and implementation of Department’s activities in targeted and/or proposed program areas.
• Collaborate with appropriate departments, programs, and work units to secure advice, resources, and technical services necessary to achieve assigned programs’ goals, objectives, and directives in accordance with mutually agreed upon time frames and in compliance with pertinent guidelines and regulations.
• Participate in budget preparation and administration for assigned program; preparing cost estimates/projections, submitting justifications for requested resources, and monitoring and controlling expenditures.
• Direct, oversee, and administer contracts for service/care providers in the implementation of assigned client services/program areas; review and evaluate quality of service and contract compliance; verify billings and payments; respond to inquiries and trouble-shoot complaints; and represent the Department and assigned programs to contractors and vendors.
• Represent Department and assigned programs/projects to other organizations, local communities, special interest groups, schools, businesses, clients, and the general public; act as primary and major resource regarding assigned programs; respond to inquiries; and promote the Department’s mission and goals.
• Establish and maintain open communications with other Department programs, projects, and multi-disciplinary teams; coordinate data, resources, and work products as necessary and upon request in support of a productive and positive working environment.
• Perform related duties as required.

It is the applicant's responsibility to identify in their application materials how they meet the Minimum Qualifications listed below.

Experience: Five years of increasingly responsible clinical and/or administrative experience in a health or human services agency, including at least two years of supervisory responsibility; or, when assigned to the Human Services Call Center, five years of experience in a call center, including two years of experience with a public assistance, social services, human services, medical or health-related call center that would provide an opportunity to possess expertise with telecommunications industry systems, standards and trends; and, at least two years of supervisory responsibility.

Training: Equivalent to a Bachelor's degree from an accredited college or university. Designated positions may require major course work in specified and concentrated areas of study.

• Relevant, equivalent experience (performing the same or similar job requiring similar knowledge, skills, and abilities) may be substituted for the required education as determined by the Personnel Department.
• Applicants receiving their degree outside the United States must submit proof of accreditation by a recognized evaluation agency. 

License or Certificate:

• May need to possess a valid driver's license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required.

Knowledge of:

• Principles and practices of designated professional discipline with specific knowledge and expertise of assigned program and client services areas. When assigned to the Human Services Call Center, expertise is also required in lobby management, document imaging, task management, call management via related operational systems and technology.
• Pertinent local, state and federal rules, regulations and laws.
• Modern office procedures, methods and computer equipment.
• Principles and practices of research, analysis and management.
• Budgeting procedures and techniques.
• Principles of supervision, training and performance evaluations.
• Cultural, religious, economic and social groups and their relationship to the delivery and acceptance of health and human services.

Ability to:

• Organize, implement and direct assigned program operations and activities. When assigned to the Human Services Call Center, monitor real-time metrics via task management, lobby management, and call management technologies and systems to redirect staff and optimize service delivery on a continuous basis.
• On a continuous basis, know and understand all aspects of the job; intermittently analyze work papers, reports and special projects; identify and interpret technical and numerical information; observe and problem solve operational and technical policy and procedures.
• On a continuous basis, sit at a desk for long periods of time; intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone, and communicate through written means; and lift light weight.
• Interpret and explain pertinent County-wide and Departmental policies and procedures.
• Plan, organize, and implement assigned client services through multi-disciplinary and multi-agency programs that include public, private, and contract agencies/providers.
• Assist in the development and monitoring of an assigned program budget.
• Develop and recommend policies and procedures related to assigned operations.
• Work with various cultural and ethnic groups in a tactful and effective manner.
• Communicate clearly and concisely, both orally and in writing.
• Supervise, train and evaluate assigned staff.
• Establish and maintain effective working relationships with those contacted in the performance of required duties.

 

Training & Experience Rating (100%)

Based upon responses to the supplemental questionnaire, the applicant’s education, training and experience will be evaluated using a pre-determined formula.  Scores from this evaluation will determine applicant ranking and placement on the eligible list.

All applicants who meet minimum qualifications will be required to respond to an online Conviction History Questionnaire, which will be sent as a link on their notification that minimum qualifications have been met.  Failure to respond to this questionnaire within (3) three calendar days of the minimum qualification notification will result in disqualification from the examination.

 

Prior to the date of hire, applicants must undergo a fingerprint test by the Department of Justice, pass a medical examination, which may include a drug screening and possibly a psychological evaluation, sign a constitutional oath and submit proof of U.S. citizenship or legal right to remain and work in the U.S.  For some positions, applicants may also be required to submit proof of age, undergo a background investigation and/or be bonded.

 

The eligible list(s) resulting from this recruitment may be certified as a substitute list for a substantially similar classification.  For this purpose, a substantially similar classification is one at a lower level in the same classification (example: entry level vs. journey) and/or a similar classification (similar work performed, similar training and experience qualifications required). If you are contacted for an interview by a County department, you will be informed of the classification and other relevant information. If you choose not to interview for a substantially similar classification, you will remain on the eligible list for which you originally applied.

Placer County now offers an expedited process for qualifying certain applicants for interviews. Candidates currently employed, or employed within the last year, by a public agency operating under a personnel civil service or merit system may be eligible to be placed on a Public Agency Eligible List and certified as eligible for appointment to a similar job assignment without going through the examination process. For more information on the Public Agency Eligible List, to download forms, or to apply, please visit our website at: http://www.jobaps.com/placer/sup/abfreenames.asp.

Thank you for your interest in employment with Placer County. Placer County is an equal opportunity employer and is committed to an active nondiscrimination program. It is the stated policy of Placer County that harassment and retaliation is prohibited and that all employees and applicants shall receive equal consideration and treatment. All recruitment, hiring, transfer and promotion will be based on the qualifications of the individual for the positions being filled regardless of sex, sexual orientation, race, color, ancestry, religious creed, national origin, physical disability (Including HIV and AIDS), mental disability, medical condition (cancer or genetic characteristics/information), age (40 or over), marital status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state or local laws or ordinance. Please contact the Personnel Department at least 5 working days before a scheduled examination if you require accommodation in the examination process. Medical disability verification may be required prior to accommodation.

The following information represents benefits currently available to permanent Placer County employees and may be subject to change.  It is advisable that applicants inquire as to the most current benefit package during hiring interviews or by contacting the Personnel Department.

Click here to view benefits for Management bargaining unit